Now Hiring - Client Success Manager in Glen Allen, VA

Strategic Solutions delivers high-touch, value-rich technology services and is laser focuses on helping companies successfully drive their businesses! With unparalleled expertise and credentials in healthcare, as well as legal, finance, and other industries, SSVA is the most experienced, locally-based provider of IT Consulting, Technology Delivery, and Managed Services in the Mid-Atlantic region.

The Client Success Manager (CSM) works closely with Strategic Solutions managed services clients and Strategic Solutions sales staff in a consulting and planning capacity. The CSM owns the business relationship with decision makers at assigned clients. The CSM’s primary objective is to ensure high client satisfaction through communication, planning, and coordinated delivery of excellent technical services.

The CSM and Sales Team should work in a collaborative manner to provide the best possible service delivery and solutions delivery to clients. The CSM or Sales Team may discover opportunities for clients and should work diligently to ensure cooperation in delivering information to the client.

Essential Duties and Responsibilities

• Acts as a support and escalation point for client support teams within the company, protecting revenue and relationships
• Leverage the SSVA Proven Process (Front Runner) to drive client success in the areas of Growth, Business Efficiency, People, and Client Experience
• Understand, manage, and grow the monthly recurring revenue for each client
• Develop in-depth knowledge of the service catalog and how it relates to customer needs
• Work with other team members to assure timely response to all requests and measure key performance indicators of service levels
• Identify and escalate service delays or extended/recurring issues that have the potential to impact client satisfaction
• Follow-up on all negative or neutral SmileBack responses
• Establish communications expectations and objectives of clients about frequency and content
• Work with peer CSM’s and other teams to build and maintain best practice standards
• Conduct BlueSky sessions with clients to identify opportunities

Additional Duties and Responsibilities

• Develop training programs to develop and refine the skills of the service desk team
• Regularly review client effective rates measuring efficient performance of technical services team versus client agreement to ensure mutually beneficial relationship between Strategic Solutions and the client
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as activities or service tickets into ConnectWise

Knowledge, Skills and Abilities Required

• Two or more years of experience working with small and mid-sized business in a services-based environment
• Technical awareness: ability to match resources to technical issues appropriately
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
• Ability to multi-task and adapt to changes quickly
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Review IT publications, business journals, solution whitepapers and online materials to remain up to date with emerging business and technology trends
• HIPAA Training and Certification

Salary, Benefits & Culture

Salary: $60,000-$80,000 a year, depending on experience plus commission

Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions, Pet Insurance & paid time off program!

SSVA Core Values:

• We listen for the purpose of true understanding
• We strongly believe (and expect) that everyone is a leader
• We are highly engaged in our culture & the mission of our clients

At Strategic, we are passionate about the fact that our clients are our neighbors and if they succeed, we succeed. We are committed to helping causes that are near and dear to the hearts of our employees, clients, neighbors, and the communities of Virginia & North Carolina. We are involved with various community programs like Anthem Lemonaid, Liam’s Links & SSADH Research Alliance, TCC Educational Foundation, The Daily Planet, Hands that Give and more!