Customer Success Manager - Philadelphia

Magna5 provides managed IT services to small and mid-size enterprises. The Customer Success Manager builds client relationships, supports client satisfaction and success, and coordinates with internal teams to help clients get value from Magna5’s services.

Responsibilities:

• Serve as the primary point of contact for assigned clients, building and maintaining strong relationships to ensure client satisfaction and success
• Understand clients' business objectives and develop a deep understanding of their technical requirements
• Act as a trusted advisor, providing expert guidance and best practices to clients to help them achieve their desired outcomes and maximize the value of our services
• Collaborate with cross-functional teams including sales, support, and technical teams to ensure smooth onboarding, implementation, and ongoing support for clients
• Conduct regular check-ins with clients to assess their satisfaction, address any concerns, and identify opportunities for upselling or cross selling our services
• Monitor client usage and adoption of our services, proactively identifying areas for improvement and making recommendations to enhance their experience
• Provide training and product demonstrations to clients, ensuring they have a comprehensive understanding of our offerings
• Act as an advocate for clients within the organization, communicating their feedback, needs, and requirements to the appropriate teams
• Stay up to date with industry trends and advancements and share knowledge and insights with clients to help them stay ahead of the curve
• Continuously seek opportunities to improve internal processes and contribute to the overall growth and success of the company

Requirements:

• The ideal candidate will possess a technical background and have 2-5 years of relevant experience in a similar role
• Technical experience is mandatory
• 2-5 years of experience in a customer success or account management role, preferably within the IT industry or a Managed Service Provider
• Strong technical background with a solid understanding of IT infrastructure, networks, and systems
• Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with clients
• Proven track record of managing client relationships and delivering exceptional customer service
• Ability to understand complex technical concepts and effectively communicate them to both technical and non-technical stakeholders
• Strong problem-solving and analytical skills, with the ability to quickly identify and resolve issues
• Self-motivated and results-oriented, with a demonstrated ability to work independently as well as part of a team
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines
• Bachelor's degree in a relevant field is preferred