Encore Technologies · 22 hours ago
Customer Success Manager
Cincinnati, OH
Full-time
Hybrid
Senior Level
$95K/yr - $105K/yr
5+ years expEncore Technologies is seeking a Customer Success Manager who will play a pivotal role in ensuring client success through collaboration with various teams. This role involves strategic leadership in IT Managed Services, focusing on client relationship management, service delivery excellence, financial management, and continuous improvement.
Information ServicesInformation TechnologySoftware
Hiring Manager
Conner Sullivan
Responsibilities
Provide strategic direction and leadership for the IT Managed Services program
Oversee the planning, execution, and delivery of managed services, ensuring alignment with organizational objectives
Build and maintain strong relationships with clients to understand their IT needs and ensure delivery meets or exceeds expectations
Act as the primary point of contact for client escalations and issue resolution
Define and enforce service level agreements (SLAs) for managed services
Monitor and optimize service delivery processes to ensure efficiency and quality
Implement best practices and industry standards for IT service management
Collaborate with cross-functional teams, including technical teams, sales, and support, to ensure seamless service delivery
Foster a collaborative and high-performance culture within the managed services team
Manage the financial aspects of the IT Managed Services program, including budgeting, forecasting, and cost optimization
Ensure the program is financially viable and meets profitability targets
Identify opportunities for process improvement and innovation within the managed services program
Implement initiatives to enhance service delivery efficiency and effectiveness
Proactively identify and mitigate risks related to service delivery, security, and compliance
Develop and implement risk mitigation plans to ensure uninterrupted service
Other duties as assigned
Qualification
Required
Bachelor's degree in Information Technology, Business, or more than 5 years of experience leading managed services clients
Proven experience in leadership, particularly in IT managed services
In-depth knowledge of IT service delivery models, best practices, and emerging trends
Strong client-facing and interpersonal skills with the ability to build and maintain relationships
Demonstrated ability to lead and motivate cross-functional teams to achieve program objectives
Financial acumen with experience in budgeting and financial management
Strong problem-solving skills and the ability to make informed decisions in a fast-paced environment
Excellent communication skills, both written and verbal
Preferred
Relevant certifications (e.g., PMP, ITIL)
Company
Encore Technologies
Encore Technologies is a data center and comprehensive IT support provider.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Grant Leugers
Chief Financial Officer
Kaitlin Ertel
Partner Marketing Associate
Recent News
Cincinnati Business Courier
2024-02-18
Company data provided by crunchbase