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    Client Success Manager - Los Angeles, United States - FUSE3

    FUSE3
    FUSE3 Los Angeles, United States

    1 week ago

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    Description
    Job Description

    Job Description Salary:
    $2- 40
    FUSE3 is a Managed Service Provider in the Sacramento region. We pride ourselves on solving problems for small to mid-size businesses.

    We are always accepting resumes and inquiries from dedicated people who want to work in a fast-paced industry for a company with a family culture.

    Client Success Manager


    The Client Success Manager will ensure that our clients are getting the full value out of their investment in FUSE3 and help provide the highest level of quality service through managing client expectations.

    The CSM is also responsible for driving additional revenue and profit through upselling products and services to existing and new clients.


    Basic Functions:
    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


    Additional Duties and Responsibilities:
    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:

    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
    Managed Service Provider experience is highly desired


    The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.

    Other duties may be assigned as needed.

    We offer competitive compensation including medical, dental, vision, PTO, 401k, etc. If you feel you possess the traits listed above reply to this post.

    #J-18808-Ljbffr
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