Client Success Manager

JOB SUMMARY

As a Client Success Manager, you are the primary advocate and trusted advisor for a set of clients within CTS. Clients will often contact you to purchase new technology equipment, to escalate a service request, or to discuss a new technology initiative within their organization.

You will prepare Strategic Advisors to run Quarterly Strategic Planning Meetings where we analyze each client’s technical environment, their business goals as it relates to technology, and develop a long-term IT roadmap.

You’re responsible for keeping the pulse of your clients and bringing in the right resources from within CTS to get your clients the answers they need. Above all, you manage the relationship with each of your clients and are working to ensure their experience with CTS is an excellent one. Your daily purpose is to ensure clients feel cared for, and address client concerns when they arise, often coordinating other teams within CTS to execute on your vision of how this is best achieved for the client.

KEY RESPONSIBILITIES

• Develop strong relationships with key client contacts and identify clients who may be at risk.
• Monitor client health via monthly internal reviews to ensure all clients are happy, profitable, and carrying minimal technology risks.
• Complete recurring technology assessments and quarterly strategic planning meetings with partnership of other CTS roles (Strategic Advisors and Solutions)
• Complete recurring tactical check-in calls with clients to review their health and open issues.
• Develop and present technical proposals, working with Strategic Advisors and Solutions when appropriate.
• Advocate for clients by answering questions and ensuring issues are escalated properly across all departments in CTS. This includes ownership of the Potential At Risk Client (PARC) Process.
• Complete recurring and one-off training events (such as Lunch & Learns) with clients on core technologies such as Microsoft 365, Google Workspace, and Smart Boards.
• Own the overall opportunity pipeline, ensuring that we meet our NRR forecast each quarter. Understand the client challenges and look for opportunities to help solve problems within their current agreement.
• Address client questions with regards to ongoing invoicing.
• Occasionally manage Projects for clients based on available capacity and client requirements.
• Work with client contacts to develop referrals for new business 

QUALIFICATIONS 

• 4+ Years of work experience in a Client Success Role or Technical Account Manager at an MSP, EdTech or Education/NFP adjacent services company. Alternatively, applicants with experience working at Charter Schools in positions such as Operations, Data, or other similar roles who are looking to move into an education and mission-based focus outside of schools are also welcome.
• Experience administering, implementing, or consulting with clients regarding Google Workspace and Microsoft 365, as well as other cloud services.
• Experience with ad-hoc or formal Project Management
• Strong written and oral communication skills.
• Ability to manage multiple initiatives with competing deadlines and associated teams.
• Ability to handle multiple tasks with a clear sense of ownership and priority.
• Strong Microsoft Office or Google Apps skills, especially Excel / Sheets.
• Self-motivated, able to move and adapt to increased demand during budget, hiring, and school seasons – and adjusting priorities based on client needs

WORK SCHEDULE & LOCATION

This is a full-time position. The hours for this position are typically 9 AM to 5:30 PM EST, with some occasional after-hours work required based on client requests. This position is hybrid based out of Brooklyn, NY. Local travel throughout NYC (5 boroughs) and occasional regional travel to visit client sites, is expected. It is acceptable to work from home when not at client locations, with the expectation of working in our Brooklyn office at least 1 day per week.

COMPENSATION

The salary range for this role is $75,000 to $85,000 a year.

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States.
Learn more at www.e-verify.gov (information available in English and Spanish).