Job Posting: Client Success Manager

Position: Client Success Manager

Location: Mt. Airy, Maryland Office

Cetrom is a growing, fast-paced cloud computing provider with clients across the US. Founded in 2001, Cetrom has maintained a reputation for exceptional customer service and support. At the core of Cetrom’s success is a corporate culture that embraces thinking creatively, team collaboration, and exploring unique talents. Cetrom is looking to expand its team and is seeking a Client Success Manager.

The role of the Client Success Manager 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’ 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 and commercial solutions teams
  • Conduct Client Portal training for new and current clients
  • Maintain client contact records for communications team
  • Ensure timely completion of customer support services by assisting with ticketing system management
  • Create contract proposals for prospective clients
  • Assist the Director of Operations and CEO with administrative projects and other office responsibilities
  • Responsible for answering roll-over helpdesk calls, as needed, during normal business hours
  • Track stockroom inventory and assist Cetrom employees with needed supplies
  • Assist in upholding industry best standards and requirements (e.g. SOC2, SSAE-16, HIPAA)
  • Assist the Director of Operations in specific areas of training for new hires
  • Organize office training meetings
  • Generate client reports for corporate meetings

Skills/experience required:

  • Bachelor’s degree and 5+ years’ experience in office environment
  • Experience in customer service role, customer oriented
  • Background and interest in the field of technology
  • 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
  • Mature 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 Autotask PSA platform
  • Experience with Adobe Sign or other e-signature vendors
  • Knowledge about cloud computing and technology industry
  • Ability to track service trends and analyze report data

Qualified candidates should send their resume to careers@cetrom.net.