FUSE3 · 3 months ago
MSP Account Manager
Fair Oaks, CA
Full-time
Onsite
Mid Level
$27/hr - $45/hrFUSE3 is a Managed Service Provider in the Sacramento region, dedicated to solving problems for small to mid-size businesses. The Client Success Manager will ensure clients receive maximum value from their investment, manage client expectations, and drive additional revenue through upselling products and services.
Cloud ComputingConsultingInformation TechnologySecurityVirtualization
Responsibilities
Develop strong relationships with key personnel at targeted managed accounts to create a technology roadmap
Meet with clients in person and by phone to develop profitable opportunities
Schedule and follow the FUSE3 QBR/vCIO process
Troubleshoot and Quality Assure the Client experience for all Clients
Attend events as directed to promote the brand and value proposition of FUSE3 to Clients and prospects
Work closely with the Business Development Rep to establish a Sales CSM culture for optimizing long-term Client relationships
Work closely with the Business Development Rep to manage the transition of new Clients to account management as needed
Work closely with the client's team lead for needs review and solution design
Participate with FUSE3 management in the creation and implementation of detailed strategic and tactical initiatives to optimize the impact of the CSM role
Communication with clients, keeping them informed of incident progress, notifying them of impending changes, or agreed on outages
Work with vendors/partners as needed to resolve client issues
Maintain all aspects of the opportunity pipeline and deliver quotes and close sales on a timely basis
Document all client issues, meeting discussions and requests/concerns, and develop a plan to address until the client is satisfied that their issues have been successfully addressed
Maintain a high level of client satisfaction
Work in a team and communicate effectively
Manage clients licensing and inventory
Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
Address and help resolve and service issues that may arise
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Regularly document processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in ConnectWise as they occur
Maintain certifications required for the position
Qualification
Required
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
Comfortably discuss technical issues and offer suggested solutions
Ability to multi-task and adapt to changes quickly
Ability to de-escalate the situation
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment
Preferred
Managed Service Provider experience is highly desired
Benefits
Medical
Dental
Vision
PTO
401k
Company
FUSE3
FUSE3 specializes in managed IT services, cloud computing and service management, security and virtual CIO services.
Founded in 1997
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase