Customer Success Manager

who... a staffing company; Columbia (MD); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is looking for a passionate Customer Success Manager to join their team in Columbia, MD. This full-time role involves acting as a vital liaison between clients and service teams, ensuring that client needs are met through innovative IT solutions. You will engage with key stakeholders, develop strategic plans, and facilitate communication to enhance client satisfaction. If you thrive in a fast-paced environment and have a knack for building relationships, this is the perfect opportunity for you to make a significant impact.

Qualifications

• Proven success in developing and managing client relationships.
• Bachelor’s degree or equivalent experience required.

Responsibilities

• Provide technology planning and strategic guidance to clients.
• Serve as the primary contact between clients and Service Teams.

Skills

Client Relationship Development

Interpersonal Skills

Organizational Skills

Customer Service

Written Communication

Education

Bachelor's Degree

5-7 Years Related Experience

Tools

CRM Tools

Data Analytics Tools

Scrum and Agile Methodologies

Job description

CUSTOMER SUCCESS MANAGER: COLUMBIA, MD

MSP EXPERIENCE REQUIRED

Who Staffing is seeking a Customer Success Manager for a full-time, direct-hire position with our client in Columbia, MD.

Job Summary:

The Client Success Manager acts as a liaison and advocate for our client’s business, engaging directly with key stakeholders and decision-makers. This role involves developing strategic plans to align technological solutions with client needs, creating annual budgets, and scheduling solutions based on urgency. The manager also mediates concerns about support levels and ticket issues, coordinating between the Service Delivery Team and the client to address concerns effectively.

Roles:

• Client Advocacy
• Strategic Business Development
• Services Promotion and Alignment
• Budget Development, Review, and Presentation
• Managing Client Expectations

Responsibilities:

• Provide technology planning, budgeting, and strategic guidance to clients
• Support and grow client businesses through innovative IT solutions
• Engage with business owners and key personnel for network reports and assessments
• Serve as a primary contact between clients and Service Teams
• Communicate features and benefits of solutions and manage expectations
• Facilitate quotes for equipment, software, and licensing
• Track work performed via support tickets
• Develop knowledge of the service catalog and client needs
• Document processes and procedures
• Create technology roadmaps and budgets

Knowledge & Skills Required:

• Proven success in developing client relationships
• High energy, proactive, and strong interpersonal skills
• Excellent organizational, presentation, and customer service skills
• Strong written communication skills
• Self-motivated, adaptable to fast-paced environments
• Thorough knowledge of networking, hardware, and software
• Punctuality and professionalism
• Ability to communicate technical concepts clearly to business stakeholders

Education and Experience:

• Bachelor’s degree or 5-7 years of related experience, or a combination thereof

Certifications & Prerequisites:

• Educational background in marketing, communication, or related fields
• Certifications in Scrum, Agile, CRM, CSM tools, and data analytics preferred

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