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Job Posting: Client Success Manager
Location: Telework
Cetrom is a growing, fast-paced Managed Security Service Provider (MSSP) with clients across the United States. We are seeking the best Systems Engineers to support our growing client base in various ways. The Client Success Manager's role is to help ensure client success and satisfaction. The ability to think on your feet, problem-solve, and communicate effectively are essential qualities in this position.
The ideal candidate will have 5+ years of experience in customer care and account management in a technology-related field. We are seeking candidates who meet the following requirements.
Responsibilities include:
- Lead the Client Success program by proactively reaching out to existing customers
- Prepare customer profiles and reports that reflect their use of Cetrom's services
- Lead customer meetings and calls
- Perform all meeting follow-up activities, including confirming technical resolutions with our support team
- Conduct Client Portal training for new and current clients
- Ensure timely completion of customer support services by assisting with ticketing system management
- Create contact proposals for prospective clients
- Assist the Director of Operations and CEO with administrative projects and other responsibilities
- Responsible for answering roll-over helpdesk calls, as needed, during normal business hours
- Assist in upholding industry best standards and requirements (e.g., SOC 2, SSAE-16, HIPAA)
Skills/experience required:
- Bachelor's degree and 5+ years' experience in an office environment
- Experience in account management role (customer service oriented)
- Background and interest in the field of technology
- Ability to track service trends and analyze report data
- Strong work ethic, positive attitude, and a desire to learn new skills
- Ability to work independently and as a team
- Must be proficient in MS Word, Excel, PowerPoint, and other MS Office applications
- Attention to detail and thorough diligence in completing assignments
- Excellent written and verbal communication skills
- Strong interpersonal and relationship-building skills
- Self-starter, capable of being self-directed and direct others
- Ability to multitask and meet tight deadlines
- Professional in appearance, demeanor, and delivery
- U.S. Citizenship or Permanent Resident status required for employment
Skills desired:
- Experience with the Autotask PSA Platform
- Experience with Adobe Sign or other e-signature vendors
- Knowledge about cloud computing and the technology industry
Qualified candidates should send their resume (including salary requirements) to careers@cetrom.com.
