Role: Sr. Customer Success Manager
Location: Hybrid (3 days per week) in NYC
Compensation: 115-125k base, 160k OTE + great benefits
Our client specializes in AI-powered IT management with their Remote Monitoring and Management (RMM) platform. This all-in-one solution automates various IT tasks, aiming to simplify processes and save time for more strategic endeavors.
Responsibilities:
- Serve as the primary point of contact between clients and internal teams
- Build and maintain strong relationships with clients
- Onboard new customers and conduct ongoing quarterly Business Reviews
- Lead value-driven conversations with your customers
- Serve as a technical authority for customers queries on the platform.
- Analyze key account statistics and performance metrics to identify pain points
- Educate clients on how to best use the platform aka “best practices”
- Proactively identify (growth) opportunities and optimization points for clients
- Organically grow your portfolio of clients by delivering additional solutions and tools based on business needs
- Demonstrate continuous value of solutions by keeping high retention rates
- Lead online walk-throughs, webinars, consultations and one-on-one demos for a full onboarding experience
Requirements:
- 5+ years of experience in a technical and customer-facing role, managing large VIP customers
- Understanding of IT infrastructures (Networks and Operation Systems) or interest and readiness to learn
- Solid understanding of customer lifecycle stages
- Ability to understand complex technology and explain it simply
- Strong quantitative and analytical skills; ability to identify data trends
- A proven record of retaining, developing, and growing multiple client relationships
- Committed to customer satisfaction with a passion for customer success
- Ability to work in a fast-paced dynamic environment
- Superior organization and prioritization skills, with strong attention to detail
- Self-motivated, detail-oriented with strong communication and interpersonal skills
- Problem-solver, resourceful and independent
