Customer Success Manager

General Informatics

Birmingham (AL)

On-site

USD 65,000 - 95,000

Full time

6 days ago

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Benefits offered by this job

Medical benefits

401(k) eligibility

Paid Time Off

Parental leave

Job summary

General Informatics in Birmingham, AL is seeking a Customer Success Manager to act as a strategic advisor, ensuring IT services deliver maximum value and strong client satisfaction. You will develop IT roadmaps, lead business reviews, monitor service delivery, and identify opportunities for expansion while coordinating with technical and sales teams.

The role emphasizes relationship management, executive communication, and driving adoption of new technologies to achieve measurable outcomes for

Qualifications

Bachelor's degree in Business, IT, or related field (preferred).
3+ years experience in customer success or account management.
2+ years working in IT services industry.
Strong understanding of IT services and solutions.
Excellent presentation and communication skills.
Experience with client relationship management.

Responsibilities

Develop and maintain client IT roadmaps aligned with business objectives and budgets.
Lead quarterly and annual business reviews with key stakeholders.
Monitor and optimize service delivery effectiveness.
Identify opportunities for service expansion and improvement.
Drive adoption of new technologies and solutions.
Build and maintain strong relationships with client stakeholders.
Conduct regular check-ins to ensure client satisfaction.
Manage client expectations and communications.
Oversee implementation of IT service management plans.
Monitor service level agreements and performance metrics.
Coordinate with technical teams on service delivery.
Provide guidance on best practices and process improvements.
Ensure proper documentation of client requirements.
Identify and pursue expansion opportunities within accounts.
Prepare and present service proposals and quotes.
Collaborate with sales team on growth initiatives.
Track and report on account metrics and KPIs.
Drive client retention and service adoption.

Skills

Strategic thinking

Technical aptitude

Executive presentation

Project management

Financial acumen

Problem solving

Relationship building

Education

Bachelor's degree in Business, IT, or related field

Job description

The Customer Success Manager serves as a strategic advisor to clients, ensuring maximum value from IT services while driving client satisfaction and retention. This role combines technical knowledge, relationship management, and strategic planning to deliver exceptional client outcomes.

Key Responsibilities

Develop and maintain client IT roadmaps aligned with business objectives and budgets
Lead quarterly and annual business reviews with key stakeholders
Monitor and optimize service delivery effectiveness
Identify opportunities for service expansion and improvement
Drive adoption of new technologies and solutions

Relationship Management

Build and maintain strong relationships with client stakeholders
Conduct regular check-ins to ensure client satisfaction
Manage client expectations and communications
Serve as primary point of escalation for client concerns
Represent company at industry events and client functions

Service Delivery

Oversee implementation of IT service management plans
Monitor service level agreements and performance metrics
Coordinate with technical teams on service delivery
Provide guidance on best practices and process improvements
Ensure proper documentation of client requirements

Business Development

Identify and pursue expansion opportunities within accounts
Prepare and present service proposals and quotes
Collaborate with sales team on growth initiatives
Track and report on account metrics and KPIs
Drive client retention and service adoption

Required Qualifications

Bachelor's degree in Business, IT, or related field (preferred)
3+ years experience in customer success or account management
2+ years working in IT services industry
Strong understanding of IT services and solutions
Excellent presentation and communication skills
Experience with client relationship management

Skills And Competencies

Strategic thinking and planning
Strong technical aptitude
Executive presentation abilities
Project management skills
Financial acumen
Problem-solving capabilities
Relationship building

Technical Knowledge

IT service management
Cloud technologies
Security solutions
Infrastructure management
Business applications
Industry best practices
Service delivery frameworks

Additional Responsibilities

Maintain current knowledge of technology trends
Support marketing initiatives with client success stories
Participate in service development initiatives
Mentor junior team members
Consistently demonstrates “Can Do, Will Do!” attitude
Other duties as assigned

Success Metrics

Revenue growth within accounts
Client retention rate
Customer satisfaction scores
Service adoption rates
Revenue growth within accounts
Project satisfaction ratings
Business review completion
Client engagement levels

Travel - none

Predominantly operates in an office environment. Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting. Some work (less than 5%) requires moving and lifting of heavy networking equipment.

Must be able to perform extensive standing, driving, walking, and climbing; to lift up to 50lbs. regularly; to manipulate up to 100lbs. with assistance, to transport and stock assigned supplies and materials; to pick-up from vendors and deliver stock and materials to customers upon request, to wear personal protective equipment. Must be able to bend, stoop, and climb to reach materials (must be able to climb a step ladder at approximately ten feet in height and to work from a lift up to twenty feet in height)

The total compensation package for this position also includes