A Managed Service Provider is seeking a Customer Success Manager in Houston, Tx join the team. This person will be responsible for guiding new customers through the onboarding process ensuring they have a smooth experience, as well as understand customers business needs and how they are using the companies services. They will build long lasting relationships with customers by becoming their trusted advisor and point of contact. They will identify opportunities to upsell and cross-sell the company's services, regularly collect feedback from customers, review customer accounts regularly to ensure they are receiving the best service, and track the customer data and behavior to identify trends and make data driven decisions for improvement. This person will be the communicator with customers to understand concerns or issues they are facing, conduct training sessions to ensure customers are getting the most out of their products and create reports for the management team to keep them updated on metrics and achievements.
3+ years experience in a customer success role for an MSP or IT solutions provider
Understanding of technology/service delivery background
Excellent customer service skills, communication and business acumen
Experience balancing multiple customers/accounts and developing/maintaining strong relationships
Experience with billing audits or invoice issues/working with finance team to resolve
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.