Customer Success Manager

Who we are:

Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner.

Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion.

What the role is:

Customer Success Manager

Level: Mid-Level

Reports To: VP of Customer Success

Responsibilities:

As a Customer Success Manager (CSM) you will play a pivotal role in ensuring our clients' success by understanding their unique needs, aligning our services with their strategic business objectives, and continuously optimizing their technology and service experiences. You will be responsible for fostering strong client relationships, driving satisfaction, and promoting the growth and retention of our client base. This role is ideal for an individual who is not only customer-focused but also technical and results-oriented.

Client Relationship Management:

Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all service-related matters.

Account Management:

Continuously monitor and assess the health of client accounts, proactively identifying opportunities for improvement and growth.

Quality Assurance:

Establish and maintain quality assurance processes to ensure the consistent delivery of high-quality services. Monitor service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.

Service Optimization:

Work closely with technical teams to ensure that services are meeting or exceeding client expectations, and that service-level agreements (SLAs) are consistently met.

Renewals and Upselling:

Identify opportunities for upselling and cross-selling additional services to existing clients, while also managing contract renewals.

Client Communication and Feedback Analysis:

Gather and analyse client feedback to drive continuous improvement in service quality. Keep clients informed of updates, outages, and other relevant information, maintaining clear and effective communication.

Reporting and Analysis:

Develop and maintain operational performance metrics and reports. Analyse data to make data-driven decisions and drive improvements.

Knowledge, Skills and Abilities (KSAs) Required:

• Excellent customer service skills, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.
• Strong communication skills, both verbal and written.
• Perform in depth systems analysis on a multitude of technology devices, operating systems, and software.
• Ability to ask qualifying questions to produce the optimal result.
• Familiarity with Windows desktop operating systems.
• Familiarity with Microsoft Office suite of application.
• Familiarity with routers, firewalls, modems, and switches.
• Strong organizational, operational and inter-personal skills.
• Assertive, customer-oriented and task-driven attitude.
• Reliable personal transportation (travel is rare, this is primarily a remote position)

Qualifications:

• Proven experience in customer success, account management, or similar role. Preferably in the IT industry.
• Strong technical acumen and the ability to understand complete IT solutions.
• Exceptional communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• A proactive and client-centric mindset.
• Strong project management skills.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite.

Work Environment:

Work is primarily conducted remotely at your home office. Travel is rare, but may be required as we take on large, new clients.

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