Role overview

Qualifications

Strategic mindset with ability to understand client objectives and translate them into actionable plans
Excellent communication and relationship-building skills to manage assigned accounts
Collaborative cross-functional team player capable of working with internal teams to deliver services
Customer-focused mindset with ability to identify opportunities for account growth and upselling

Responsibilities

Builds and maintains strong relationships with assigned client accounts, understands objectives, and develops account plans with key stakeholders to achieve goals; identifies opportunities for account growth and upsells.
Conducts regular cadence meetings with clients; provides timely updates on project status and performance metrics; ensures governance of contracted services and manages scope of customer support requests.
Proactively identifies potential issues, collaborates with internal teams to troubleshoot, gathers client feedback, conducts satisfaction surveys, and presents performance reports to drive service improvements.
Tracks customer incidents and service requests, serves as the single point of escalation, maintains the service delivery knowledge base, and communicates effectively with customers about progress and changes.

Key facts

Remote from: Arizona (USA), Oregon (USA)
Full time
Customer Success Manager (CSM)
English

Hard skills

Customer Success Management Incident Management Service Management Account Management User Feedback KPI Reporting Cross-Functional Collaboration Data-Driven Decision Making Issue Tracking Account Management Contract Management Account Management Scope Management Knowledge Base Stakeholder Communications Business Process Improvement Issue Management Customer Centricity Presentation Training

Other skills

Progress Reporting
Troubleshooting (Problem Solving)
Professionalism
Communication
Teamwork
Strategic Thinking
Detail Oriented
Relationship Building

About the company

Trapp Technology

IT Services & IT Consulting

Trapp Technology combines the very best cloud, Internet, IT managed services, and IT consulting to provide a true all-in-one IT solution for small to mid-sized businesses (SMB) who seek to cut IT costs and leverage technology to grow revenues. Trapp services are designed to appeal to the growing number of medium-sized businesses looking to outsource more IT infrastructure and application management services to help reduce total cost of ownership and free up internal resources, as well as those companies seeking the skills and support to quickly complete complex IT projects. Fast, reliable, and redundant Internet service with a 100% uptime guarantee is an equally attractive part of Trapp’s offering.

Company details

Company typeSME

IndustryIT Services & IT Consulting

Company size51 - 200

Links

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Job description

Technology and ArmorPoint customers. The position serves as the primary point of contact for assigned accounts,

accountable for understanding their needs, and collaborating with internal teams to deliver

outstanding service. This role requires a strategic mindset, excellent communication skills, and a

passion for ensuring client success.

Essential Duties:

Builds and maintains strong, trusting relationships with assigned client accounts.
Understands client objectives and works collaboratively to meet their needs.
Develops account plans with key team stakeholders to achieve client goals and objectives.
Identifies opportunities for account growth and upsells additional services.
Conducts regular/frequent cadence meetings with assigned customer accounts to ensure
services provided meet standards.
Provides regular updates to clients on project status and performance metrics.
Ensures governance on contracted services and manages scope of customer support requests.
Proactively identifies potential issues and implements preventive measures.
Works closely with internal teams to troubleshoot and solve problems.
Gathers client feedback and uses it to enhance service delivery.
Conducts client satisfaction surveys and implements improvements based on results.
Prepares and presents regular reports on account performance. Uses data insights to make
informed decisions and recommendations.
Tracks assigned Customer Incidents and Service Requests and ensures the complete
resolution by the Service Delivery team.
Acts as the single point of escalation for Service Requests and ensures prompt and accurate
communication with customers.
Communicates with customers via Phone, Chat or Email mediums; keeping them informed of
support request progress, impending change notifications or mutually agreed maintenance
schedules.
Maintains accuracy and completeness of Service Delivery Knowledge base.
Participates in internal meetings and required trainings.
Maintains a professional image and demonstrates an understanding of and follows all Company
Policies and Procedures.
Other duties as assigned.