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Atlantic · 2 months ago

MSP Client Success Manager - Hybrid Role

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Atlantic Tomorrow's Office is a managed services company focused on delivering innovative solutions that enhance security and productivity for their partners. The Client Success Manager will build and maintain strategic relationships with clients, ensuring they derive maximum value from the services provided while aligning technology strategies with business goals.

Information Technology

Responsibilities

Develop and maintain strong relationships with clients, understanding their business needs and objectives

Monitor customer health metrics, identify (and report and help to report and solve) potential issues, and proactively provide solutions to ensure client success, top drive client retention

Conduct regular check-ins with clients to assess their satisfaction and gather feedback for service improvements, including the preparation and delivery of Quarterly Business Reviews

Develop an understanding of our products and services sufficient to effectively educate clients on their value

Collaborate with the technical teams to tailor solutions to meet client’s technical and business requirements

Manage and resolve customer concerns and escalations in a timely and empathetic manner

Identify opportunities for upselling and cross-selling within assigned client base

Analyze customer data to inform strategic decisions and improve the overall customer experience. Drive client retention

Qualification

Client Success ManagementAccount ManagementIT Services KnowledgeConnectWiseMicrosoft Office SuiteInterpersonal SkillsCommunication SkillsProblem SolvingProject Management

Required

Bachelor's degree in Business, Communications, or a related field

At least 2-3 years (for CSM) 3+ years (for TAM) of experience in IT business to business (B2B) client success, account management, service delivery or a similar client-facing role (preferably within the MSP industry)

Strong interpersonal skills with a customer-focused attitude

Excellent communication, presentation and organizational skills

The ability to manage effectively many accounts and prioritize tasks

A good understanding of the landscape of IT services and products at a high-level

Strong problem solving skills and a strategic mindset

Proficiency in ConnectWise and Microsoft Office Suite

Ability to work independently and as part of a team

Preferred

Experience with customer success software and tools

Knowledge of MSP industry trends and challenges

Project management experience

Benefits

Medical, dental, and vision insurance plans

401(k) plan with Principal Financial

Health FSA (Traditional and Limited Purpose Accounts)

HSA

Dependent Care FSA

Transportation Reimbursement Plans (Commuter/Parking)

Employer paid Basic Life Insurance $50,000

Voluntary Benefits – Life & ADD, STD & LTD, Hospital, Accident, Cancer & Critical Illness, Legal, Identity Protection, Auto & Home, Pet Wellness plans, etc.

Plus, employee perks such as discounts through Savings Marketplace in addition to EAP & HealthAdvocate services

Paid time off

Opportunities for professional growth and development.

A dynamic and supportive work environment.

An opportunity to work with leading-edge technology and a talented team.

Company

Atlantic

Atlantic is an Office Technology and IT Solutions company providing horizontal niche market services to small and large corporations in the New York City metropolitan area, and the Greater Philadelphia and Delaware Valley.

Founded in 1959

New York, New York, USA

201-500 employees