Customer Success Manager

At Tech-Keys, we're on the lookout for a passionate Customer Success Manager to become part of our team and join in our revolution of the client experience alongside our dedicated service teams. As a Customer Success Manager, you’ll play a pivotal role in our clients’ satisfaction, leading the charge by ensuring seamless communication and top-tier service delivery across our diverse client base.

Expected Outcomes:

• Take the helm as the go-to contact for clients, tackling service-related challenges, prioritizing escalations, and spearheading requests that are outside the standard support scope.
• Be the engine behind resolving service requests by efficiently maintaining a smooth flow of support interactions and exceeding expectations.
• Collaborate and synergize with Support, Solution Design, and Projects to align efforts, craft innovative proactive strategies, and develop comprehensive roadmaps to ensure clients' needs are not just met but exceeded.
• Engage regularly with clients with both scheduled and spontaneous interactions to elevate and enhance the client experience with an attentive touch.
• Tackle issues efficiently and head-on to address inquiries regarding procurement, billing, services, and feedback ensuring swift, smooth, and effective resolutions.
• Keep your finger on the pulse, remain well versed in client-specific knowledge, both technical and operational, and ensure documentation remains current and accurate.
• Personally invest in and take accountability for the quality of work carried out for the client portfolio.
• Adhere to and consistently uphold all company policies and best practices.

Compensation & Benefits:

• $65k - $90k, depending on experience
• Health, Dental, Vision & other additional benefits
• 401K (With 4% Match) eligible after 90 Days
• Generous PTO

Interview Process:

1. Apply to the position, upload your resume, and answer the questions in the application.
2. Upon reviewing your resume, we'll send you an email with a link to a perform a one-way video interview.
3. Upon reviewing the video interview, we'll email you asking to setup an in-person interview.
4. After the interview we will email you asking for references.
5. We will call you letting you know our decision and discuss compensation.
6. At any point during this process if we feel you will not be a fit, we will let you know, we do not leave applications unanswered!

REQUIREMENTS

• Embody Tech-Keys' core dedication to delivering unparalleled customer satisfaction through exceptional interpersonal skills, excelling in phone conversations, written communication, and commitment to providing a top-tier client experience.
• Readiness to tackle time-sensitive matters outside of standard hours with dedication and commitment.
• Ability to operate under pressure and manage stressful situations with a composed, collected approach.
• 2 years of practical experience with and a strong understanding of a variety of enterprise IT technologies, such as networking, SonicWalls, Azure, on-premises servers, Microsoft 365, ticketing systems, RMM tools, and documentation systems.
• Exhibit meticulous attention to detail ensuring thorough and comprehensive work.
• Ability to be self-motivated and have a diligent work ethic in a fast-paced and dynamic environment, displaying multitasking capabilities with a proactive, leadership-driven approach.
• Showcase the ability to quickly absorb information and learn on the go with the passion and drive for independent problem-solving, and a track record of reducing issue escalations.
• Experienced with ConnectWise suite? That’s a plus!