Job Title: Customer Success Manager
Territory: NYC Metro – SMB Focus
Job status: Onsite
Office Location: Midtown Manhattan
Salary: 65-75k
Term: Full Time
Reports to: CTO
About Tekscape:
Tekscape is a recognized managed IT services company since 2007, headquartered in New York City. Based on our engineers’ deep technical knowledge and leveraging our strategic relationships with the world’s leading cloud providers, Tekscape excels at supporting companies globally with information technology solutions. We work in a collaborative environment that fosters and rewards innovation. Tekscape services include managed IT, managed security services, cloud computing, compliance, and collaboration.
Job Description:
The Customer Success Manager (CSM) is a trusted advisor responsible for the relationship-focused management of Tekscape clients. The CSM works with clients to understand their desired outcomes from Tekscape services and sets benchmarks for success. The CSM focuses on client satisfaction and retention through ROI and CSAT focused strategies and reporting. Goals include not only retaining our clients but ensuring that they have exceptional experience as a Tekscape client.
This is a hybrid role with a preference for candidates based within a commutable distance from New York for internal and external meetings as needed.
Key Responsibilities:
Manage day-to-day client success, consistently meet, and exceed goals established through KPIs. Driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
Regularly meet with clients in-person and conduct comprehensive Business Reviews- at least quarterly (QBR). The purpose is to understand each client’s desired outcome from TEKSCAPE’s services and proactively set personalized benchmarks for success.
Develop and identify new opportunities and initiatives that can bring maximum value to our customers.
Identify opportunities to optimize the clients’ services lifecycle from initial onboarding through later renewals of managed services agreements.
Work closely with teams across the organization to achieve high renewal rates of services agreements with our customers.
Proactively follow up with customers to ensure a positive experience through Net Promoter Score and transactional CSAT surveys. Discover feedback trends to find opportunities to enhance our client’s IT experience.
Proactively report on any relationship risks within assigned client base.
During potential service deficiencies, assist in developing and managing client service improvement plans, and effectively work with the needed internal departments to achieve agreed upon enhancements/deliverables.
Serve as the client’s point of escalation on any service inquiries
Qualifications:
BA/BS degree in business or related field and/or equivalent experience
7+ years of Customer Success/relationship management experience
Broad knowledge of Microsoft Office products.
Experience processing sales orders, SOWs, and invoices. Be able to present this information effectively and respond to questions from customers and other internal employees.
Excellent organizational and communication skills including client-facing interaction.
Ability to build C-level relationships at customers and across our organization.
Ability to grasp strong technical concepts and communicate them simply to customers.
Eagerness to learn new technologies and concepts.
Driven, self-motivated, enthusiastic and with a "can do" attitude.
Bonus points if you have:
Familiarity with ConnectWise or similar CRM tool
Prior experience in these business verticals:
Financial,
Healthcare,
Education
Tekscape employees enjoy the following benefits:
Excellent Benefits (including medical, dental, vision, life insurance, /FSA
Paid Parental Leave (NYS Paid Family Leave)
401(k) plan with matching company contribution
Vacation/ Paid Time Off / Sick Leave
Professional Development Programs
Employee Referral Programs
Corporate-Branded Swag & MORE
We are an Equal Opportunity Employer that truly believes in the benefits of diversity! Tekscape engages all employees proactively in all aspects of the business to provide them with experience and exposure to a wide range of IT environments and technologies, allowing for a diverse, creative, and thoughtful development of their skills and knowledge.
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