IT Customer Success Manager

3 weeks ago

Anantapur, India HARCEPT IT Services Pvt. Ltd. Full time

IT Customer Success Manager


About Our Company

Harcept provides a wide variety of IT services to small and mid-sized businesses, although the company itself is a young operation. Our primary focus is to offer centralized support capabilities similar to those of large corporations at a fraction of the cost to our customers. We pride ourselves on fostering long-term, proactive relationships with our clients, helping them grow by avoiding the high overhead costs of an in-house IT department.


Job Overview

The Customer Success Manager is at the forefront of delivering tailored IT solutions to meet the unique needs and challenges of our clients. Leveraging your technical expertise and strong communication skills, you will collaborate closely with clients to understand their requirements, architect effective solutions, and ensure successful implementation and ongoing support. Your role will be instrumental in driving client satisfaction, fostering long-term relationships, and contributing to the growth and success of our organization. The focus will be on our lower monthly recurring revenue clients referred to as D clients and some lower C clients with opportunity for advancement.


Duties and Responsibilities


Drive Client Solutions Outcomes

  • Increase Renewal Rates and Reduce Churn: Implement strategies to enhance client retention and minimize account turnover.
  • Grow Revenue in Existing Accounts: Identify and pursue cross-selling and up-selling opportunities to expand revenue within current accounts.
  • Influence Future Lifetime Value: Foster high service adoption, achieve excellent customer satisfaction scores, and drive overall positive customer sentiment.
  • Drive New Business Growth: Leverage client advocacy and references to facilitate the acquisition of new clients.
  • Drive Standardization Benchmarks: Develop and enforce service standardization benchmarks to ensure consistent quality for all clients.

Realize Value for MSPs Clients

  • Source of Knowledge: Maintain deep expertise in MSP clients products and services to effectively support them.
  • Clear Communication: Establish and manage client expectations from the onboarding process onward.
  • Understand Customer Objectives: Gain a comprehensive understanding of customer goals to better tailor solutions.
  • Leverage Data-Defined Metrics: Manage client relationships by utilizing relevant data and metrics to drive success.

Enhance Effectiveness and Efficiency Through Force Multipliers

  • Communicate Product and Service Refinements: Provide feedback on areas for product and service improvements.
  • Guide Cross-Functional Teams: Lead teams to address and resolve key client issues effectively.
  • Drive Feedback Across Clients: Ensure systematic collection and integration of client feedback throughout the organization.
  • Identify Improvement Opportunities: Explore and implement automation, process.

Key Results

• Net Revenue Retention (NRR): 107%

✓ Bookings to Quota: Atain 100%.

✓ Churn Avoidance: Maintain below 8%.

• Client CSAT/Sentiment: Achieve greater than 90%.

• Client Onboarding Score: Ensure above 90%.

• Contract Conversion: Complete 50% by the end of the year.

• Monthly Recurring Revenue (MRR) Pipeline Contribution.

• Client Referrals: Increase referral volume.

How This Position Impacts Others

• Promote Company Wide Client Solutions Culture: Continue to champion and embody the company-wide culture focused on delivering outstanding client solutions.

• Align with Sales Team: Collaborate with the Sales team to advance marketing strategies and content initiatives.

• Drive Cross-Selling and Up-Selling: Partner with Sales to identify and capitalize on cross-selling and up-selling opportunities.

• Collaborate with Engineering and Delivery: Work with Engineering and Delivery teams to ensure reporting and analytics meet customer needs.

• Communicate Client Feedback: Ensure broad dissemination of customer feedback, demonstrating empathy for client issues.

• Identify Improvement Opportunities: Seek and communicate opportunities for continuous improvement across the company.

• Inform Product Prioritization: Provide client insights to drive product prioritizations and influence roadmap development.

Requirements

• Relevant Experience: 5-7 Years of Industry Experience: Background in IT and sales, with a focus o managing and growing client relationships. Specific experience in pre-sales and upselling within MSPs and IT products over the last 3-4 years.

• Creative Critical Thinking: Demonstrated ability to approach problems innovatively and analytically, finding effective solutions and strategies.

• Customer Empathy Passion: Deep understanding of client needs and a genuine passion for fostering growth and success for clients.

• Recurring Revenue Insights: Comprehensive knowledge of key factors that drive value in recurring revenue business models, enabling effective management and growth.

Data-Driven Approach: Strong capability in utilizing data and analytics to drive decision-making and strategy.

• Continuous Improvement: Commitment to personal and professional development, with a proactive approach to learning and self-improvement.

• Communication and Presentation: Outstanding ability to communicate effectively and present information clearly to various clients.

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