Client Success Manager

You’re the heart of Connection. A people person who loves to help, listen, and learn. Join our team of experts to grow your career and work side by side with specialists from the industry’s biggest tech manufacturers. 

Remote, NH

CONNECTION

<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose. We&rsquo;d love for you to join us and make your mark on the future of technology.&nbsp;</strong></p> https://www.connection.com/

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Full Time

$84,500.00/Yr. - $108,500.00/Yr.

Overview: <strong>What We Do:</strong><br /><br />We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /> <br /><strong>Who We Are:</strong><br /><br />Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.<br /> <br /><strong>Why You Should Join Us:</strong><br /><br />You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.<br /><br /> <p>&nbsp;</p> <p>Working under minimal supervision of the Director, referring only exceptional problems and issues for management review or approval, the Client Success Manager (CSM) develops customer success plans to assist customers with technical solution needs for assigned vendor technology. Assists in the onboarding and tracking of software consumption data and offers guidance and consultation. The CSM develops and designs new and existing program models for customers to achieve 100% consumption of architecture software. The CSM establishes procedures for the customer based on the new program to accomplish goals and responsibilities. The CSM assists in creating internal and external marketing campaigns and content designed to drive awareness and education regarding these services. The CSM participates in the initial customer discovery calls. The CSM is the primary contact and introduces technical solution options to customer&rsquo;s challenges. The CSM creates and executes new internal achievement targets and program initiatives.</p> <p>&nbsp;</p> <p>Develops customer success plans to assist customers with technical solution needs. Explains and advises on the findings &ndash; identifying customer goals, obstacles, deadlines, and KPIs.</p>
Responsibilities: <ul> <li>Understands customer challenges and business objectives.</li> <li>Consults and introduces technical solution options to customer&rsquo;s challenges.</li> <li>Guide a customer through the lifecycle of their software purchases to maximize the return on investment.</li> <li>Per the lifecycle, assisting with onboarding, adoption, and full implementation of their Cisco software.</li> <li>Works with clients to understand current needs and challenges.</li> <li>Determines frequency of adoption conversations with the client.</li> <li>Engages technical support for issues found or concerns with EA software.</li> <li>Attends customer EA discovery calls.</li> <li>Delivers consumption reporting annually.</li> <li>Reviews and consults with customer about smart accounts.</li> <li>Troubleshoots and addresses adoption and use barriers.</li> <li>Works with services experts to ensure that EA client contract numbers are associated.</li> <li>Delivers critical or requested updates on trouble areas.</li> <li>Takes charge in having clients sign a Cisco letter of client consent.</li> <li>Attends conference calls with clients to discuss CSM value and benefits.</li> <li>Determines any possible expansion opportunities.</li> <li>Performs all other duties or special projects as assigned.</li> </ul>
Requirements: <ul> <li>Understanding and experience with Cisco and Microsoft software.</li> <li>Understanding of the basic network management.</li> <li>Understanding of basic network security environments.</li> <li>Experience with creating Customer Success Plans or Business Outcomes.</li> <li>Solid knowledge of Microsoft Office Suite (Word, PowerPoint, Excel).</li> <li>Experience with EA programs to drive incentives.</li> <li>Assisting and/or writing and providing feedback on benefit of working with CSMs for the sales team.</li> <li>Sales or supporting sales experience.</li> <li>Team Player.</li> <li>Self-Motivated.</li> <li>Excellent verbal and written communication skills.</li> <li>Excellent time management skills.</li> </ul> <br /> <br />Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a &ldquo;live person.&rdquo;