Client Success Manager (CSM)

Job Summary

The ZTS Managed Service Provider (MSP) Client Success Manager (CSM) is responsible for ensuring clients achieve their goals and stay satisfied with the MSP's services. This individual acts as a trusted advisor, proactively addressing client needs and building strong relationships to drive client retention and revenue growth. The ZTS Client Success Manager (CSM) is responsible for building and maintaining customer relationships, conflict management, ensuring customer satisfaction, and identifying growth opportunities. In the context of ZTS, our CSM works with the client to ensure they are maximizing their investment in the MSP's services and addressing any issues or concerns.

Essential Job Functions

• Client Relationship Management: Build and maintain strong relationships with clients, acting as a primary point of contact and liaison between the client and the MSP.
• Proactive Communication: Regularly communicating with clients, providing updates, addressing concerns, and proactively identifying opportunities for improvement.
• Client Success Planning: Work with clients to define and track their IT goals, develop strategies for achieving those goals, and monitor progress.
• Technical Expertise: Understand client infrastructure, technology stack, and IT processes to provide informed recommendations and guidance.
• Problem Solving: Identify and resolve client issues, escalate issues to the appropriate teams, and ensure timely resolution.
• Revenue Growth: Identify opportunities to expand services, upselling, and cross-selling to increase revenue from existing clients.
• Reporting and Analysis: Track key metrics, create reports on client health and satisfaction, and provide insights to improve service delivery.
• Process Improvement: Identify areas for improvement in internal processes and workflows, including onboarding, support, and communication.
• Client Advocacy: Advocate for client needs within the MSP and work with internal teams to ensure client satisfaction.
• Stay Updated: Keep abreast of industry trends and advancements to provide clients with the most relevant and effective solutions.
• Work with the Implementation Specialist to ensure successful onboarding to ZTS managed services.
• Conduct comprehensive gap analyses of current IT and MSP operational workflows to identify inefficiencies, redundancies, and areas for improvement.
• Evaluate and document existing procedures, recommending enhancements that streamline processes, reduce costs, and improve end-user satisfaction.
• Collaborate with cross-functional teams to implement process improvements and track measurable outcomes aligned with business goals.

Knowledge, Skills, and Abilities

• Excellent problem-solving and critical thinking abilities with a customer-focused mindset and a proactive approach
• Strong organizational and time management skills with the ability to manage multiple accounts and priorities simultaneously
• Proactively engage with customers to understand their business goals, ensuring our products and services are aligned with their needs. Monitor customer satisfaction and drive initiatives that promote retention.

Education and Experience

• 5+ years of relevant experience in a customer-facing IT support role
• Experience leading IT projects or technical implementations as part of a cross-functional team
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience), MBA a plus
• Familiarity with RMM, CRM, and PSA tools is a plus (i.e., ConnectWise, Autotask, or equivalent)