Secure Future Tech Solutions · 2 months ago
Client Account Manager / Client Success
Warwick, RI
Contract
Onsite
Senior Level
5+ years expSecure Future Tech Solutions is an IT industry leader specializing in servicing small to medium sized businesses in New England. They are seeking a Client Account Manager who will be responsible for managing multiple clients, addressing service delivery issues, and fostering organizational growth through technology solutions.
Cloud ComputingComputerInformation TechnologyNetwork Security
Responsibilities
Develop an IT Roadmap and budget for each client
New product, package, and pricing conversions
Identify projects for the clients’ growth
Execute a QBR for each client with a C-level in attendance; schedule them once per quarter, 1 year out
Cross-sell each customer to be on stack, on price and on package
Return an additional 60% of MRR in projects across customer base
CSAT monitoring, maintenance, and growth
Schedule and execute an annual business plan with a granular annual forecast by customer, by month
Work with Sales Engineering to assist in generating quotes for clients
Assist with onboarding, Roadmap, and budget development
Assist with billing and contractual issues, informing client of correct process
Provide the client’s point of view to the product development committee
Oversees Contract Renewals and oversees contractual terms and conditions
Works to grow the client relationship by identifying new business opportunities
Proactively addresses issues, concerns and future technology and service needs that support the client's business
Contributes to development of company objectives and principles and to achieve goals in creative and effective ways
Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results. Also, able to create formal networks involving coordination among groups
Acts independently to determine methods and procedures on new or special assignments
Engaging with clients through their product journey and ensuring appropriate experience to increase adoption and retention
Renewing and upgrading subscriptions of clients proactively according to customer's current need
Conducting exit interviews with churned clients
Monitoring client’s ticket history, identifying potential issues in advance and addressing them with the client to keep client satisfaction on a high level
Driving the referral program by securing satisfied client reviews and testimonials
Developing Case study materials for Sales Executives use
Building and maintaining strong relationships with clients to increase client loyalty
Qualification
Required
Minimum bachelor's degree in business, marketing, and/or technical certification
5+ years of work experience as Customer Success or Client Relationship Manager, SaaS, B2B, with an ability to demonstrate your success
Previous experience working in the Information Technology industry (Technical background. Being able to understand the products (Firewall, VPN solutions etc.) you are recommending will help you succeed in this role)
Client-driven personality, empathetic with emotional intelligence skills
Excellent communication, interpersonal, and presentation skills
Great relationship-building skills and an ability to adjust to the communication style of the client
Analytical skills and attention to detail
Passion for internal cooperation and professional development
Readiness and enthusiasm to take over additional tasks, when necessary, responsibility and proactive work ethic
Business systems analysis skills
Excellent documentation, math, organization skills, and proposal-writing abilities
Strong computer skills - knowledge of Microsoft Office software; including Word, Excel, Email, Teams, and Client Relationship Management (CRM) software
Company
Secure Future Tech Solutions
Secure Future Tech Solutions offers cloud computing, network security, video surveillance and support services to small & medium businesses.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase