Client Success Manager

Castlerock Managed It Services Company; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A managed IT services provider in Cape Town is seeking a Client Success Manager to build and maintain long-term client relationships, manage contracts, and ensure client satisfaction. The ideal candidate has 3-5 years of experience in the MSP industry and strong communication skills to translate technical information for clients. This full-time role requires the ability to identify upselling opportunities and effectively address client concerns.

Qualifications

• 3-5 years' experience in a similar role within the MSP industry.
• Solid understanding of core MSP offerings.
• Familiarity with ticketing systems and SLA metrics.
• Ability to translate technical reports into client-friendly summaries.
• Experience in upselling and sales targets.

Responsibilities

• Building and maintaining long term relationships with clients.
• Conducting regular meetings to assess client needs.
• Identifying opportunities for upselling additional services.
• Managing contracts and service level agreements.
• Addressing client concerns and issues promptly.

Skills

Client relationship management

Communication skills

Problem-solving ability

Sales experience

Tools

Managed Infrastructure

Cloud platforms

Backup & Disaster Recovery solutions

Remote Monitoring & Management tools

Professional Services Automation tools

Cybersecurity essentials

Ticketing systems

Job description

Client Success Manager

Join to apply for the Client Success Manager role at Castlerock Managed IT Services Company.

Location: Cape Town, Western Cape, South Africa.

Employment type: Full-time.

Responsibilities

• Building and maintaining long term relationships with current client base.
• Understanding current client's business and objectives.
• Assessing clients' needs by conducting regular meetings, including QBR's.
• Identifying opportunities for upselling and cross selling additional services.
• Collaborating with technical teams to align services with client needs.
• Managing contracts and service level agreements to ensure compliance.
• Handling contract renewals, negotiations and amendments as needed.
• Addressing client concerns and issues promptly and efficiently.
• Monitoring service delivery to meet agreed upon services.
• Ensuring services are delivered on time and within budget.
• Keeping clients informed about service updates, enhancements and new offerings.
• Acting as clients advocate within the Castlerock Team.
• Educating clients about new technologies, best practises and industry trends.
• Conducting client satisfaction surveys and acting on the feedback received.
• Identifying potential risks and challenges that could impact the client's satisfaction or the MSP's ability to deliver services.
• Be the first point of escalation for client issues and concerns.

Qualifications

• 3-5 years' experience in a similar role within the MSP industry.
• Solid understanding of core MSP offerings, including Managed Infrastructure (Servers, Workstations, Networking), Cloud platforms (Microsoft), Backup & Disaster Recovery solutions (Datto, etc.), Remote Monitoring & Management (RMM) tools, Professional Services Automation (PSA) tools (e.g. Autotask), Cybersecurity essentials (MFA, Firewalls, Endpoint Protection).
• Familiarity with ticketing systems, escalation paths, and SLA metrics.
• Ability to translate technical service reports into client-friendly summaries.
• Experience in upselling and having sales targets within KPI's.
• Excellent communication skills, including the ability to explain technical terms to non-technical clients.
• Strong problem-solving ability.
• Ability to ensure client satisfaction, retention, and the overall success of the MSP-client relationship.
• Own vehicle and cell phone.