MSP Account Manager

Fusethree; California (MO); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO

401k

Competitive compensation

Job summary

FUSE3, a Sacramento-based MSP, is seeking a Client Success Manager to ensure clients extract full value from their IT investment and deliver high-quality service. You will build strong relationships with key stakeholders, drive profitability through upselling, and manage the QBR/vCIO process in collaboration with the sales and technical teams.

The role requires excellent communication, multi-tasking, and a proactive approach to resolving issues while maintaining client satisfaction and a growing

Qualifications

• Interpersonal skills including telephony, communication, active listening, and customer care.
• Comfortably discuss technical issues and offer solutions.
• Ability to multi-task and adapt to changes quickly.
• Ability to de-escalate the situation.
• Understanding of support tools and IT services.
• Typing skills for quick service request entry.
• Self-motivated in a fast-moving environment.
• MSP experience is highly desired.

Responsibilities

• Develop relationships with key personnel at managed accounts to create a technology roadmap.
• Meet with clients in person and by phone to identify profitable opportunities.
• Manage QBR/vCIO processes with clients.
• Troubleshoot and assure client experience for all clients.
• Promote the brand and value proposition at events.

Skills

Interpersonal skills

Communication skills

Active listening

Customer care

Multi-tasking

De-escalation

IT service knowledge

Time management

Self-motivated

Job description

FUSE3 is a Managed Service Provider in the Sacramento region. We pride ourselves on solving problems for small to mid-size businesses. We are always accepting resumes and inquiries from dedicated people who want to work in a fast-paced industry for a company with a family culture.

Client Success Manager

The Client Success Manager will ensure that our clients are getting the full value out of their investment in FUSE3 and help provide the highest level of quality service through managing client expectations. The CSM is also responsible for driving additional revenue and profit through upselling products and services to existing and new clients.

Basic Functions:

• Develop strong relationships with key personnel at targeted managed accounts to create a technology roadmap
• Meet with clients in person and by phone to develop profitable opportunities
• Schedule and follow the FUSE3 QBR/vCIO process
• Troubleshoot and Quality Assure the Client experience for all Clients
• Attend events as directed to promote the brand and value proposition of FUSE3 to Clients and prospects
• Work closely with the Business Development Rep to establish a Sales CSM culture for optimizing long-term Client relationships
• Work closely with the Business Development Rep to manage the transition of new Clients to account management as needed
• Work closely with the client's team lead for needs review and solution design
• Participate with FUSE3 management in the creation and implementation of detailed strategic and tactical initiatives to optimize the impact of the CSM role
• Communication with clients, keeping them informed of incident progress, notifying them of impending changes, or agreed on outages
• Work with vendors/partners as needed to resolve client issues
• Maintain all aspects of the opportunity pipeline and deliver quotes and close sales on a timely basis
• Document all client issues, meeting discussions and requests/concerns, and develop a plan to address until the client is satisfied that their issues have been successfully addressed

Additional Duties and Responsibilities:

• Maintain a high level of client satisfaction
• Work in a team and communicate effectively
• Manage clients licensing and inventory
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Address and help resolve and service issues that may arise
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Regularly document processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as they occur
• Maintain certifications required for the position

Qualification:

• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
• Comfortably discuss technical issues and offer suggested solutions
• Ability to multi-task and adapt to changes quickly
• Ability to de-escalate the situation
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Managed Service Provider experience is highly desired

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

• We offer competitive compensation including medical, dental, vision, PTO, 401k, etc.