Technical Customer Success manager

Description

Position Summary

Ready to leverage your technical expertise beyond the tools and into client strategy, solution design, and revenue impact?

The Technical Customer Success Manager (TCSM) is responsible for maintaining and growing the relationship with customers who have purchased products or services from NTG, and for customers the sales team has transitioned to operations for ongoing support & maintenance. This typically includes Managed Services contracts, Professional Services contracts (SOWs, ODSAs) and IT products. The TCSM's primary focus is to ensure that NTG is delivering on our contractual obligation and to upsell the customer for more products and services.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Responsible for day-to-day communication with the customer regarding their support
• Updating customer contacts, locations, names, etc.
• Ensuring important operational account details are input into the ITSM tool.
• Ensuring operational support workflows are effective in tracking the delivery of services to the customer in a timely manner (to include monthly reporting, QBR's, Weekly status meetings, etc.).
• Responsible for targeting and farming new/additional Managed Services, Professional Services, and software/hardware product for the customers assigned.
• Regular status meetings with the customer and Service Delivery Manager (e.g.: Weekly Meetings).
• Utilizing the ITSM platform to drive additional customer work.
• Engaging with the Service Delivery Manager and the PMO to ensure new opportunities with the CSM's assigned customers are documented and executed in a timely manner.
• Working directly with customers via face-to-face interactions/meetings.
• Working with Engineering, Service Delivery and the PMO to validate the CSM's assigned customers' environments stay up to date.
• Substantiate that NTG is making the best recommendations possible (driven through Weekly Meetings, QBR's, Internal Engineering and Service Delivery meetings, etc.).
• Working in conjunction with the Director of Sales to create SOWs, Proposals, and other associated sales-related documentation
• Proposal creation for Managed Services opportunities
• Working with PMO to schedule technical resources when needed
• SOW creation, sending and following up for professional services
• Recording customer requirements and setting up customer meetings to capture overall Level of Effort
• Meet assigned KPIs targets for follow-on revenue over and above original booked recurring revenue, regular meetings, related proposals, SOWs, and product sales.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Bachelor's degree in business administration, sales and marketing or related field.
• Three to five years of sales experience in IT or Managed Services, ideally within a multi-client MSP environment.
• Three to five years of IT infrastructure experience.
• Proficient in PowerPoint, Word, Excel, and ITSM or Service Ticket platforms.
• Customer-facing personality & effective communicator.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Travel

• This position requires frequent travel, no more than 50%. Some travel is required and could be outside the local area and overnight. Need to meet minimum personal auto insurance requirements.

Shift

• This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Salary Description

$60,000 Base + Commission