Why clients love us:

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives.

We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

The value you bring:

As a relationship driven and customer focused professional, you will help us continue providing our clients with the quality of work they know and love.

Our Customer Success Manager drives customer experience and satisfaction by designing and implementing strategic programs across the organization and will be responsible for a range of activities in pursuit of these goals: strategy development, program management of customer experience activities across the organization, as well as oversight of the customer support team.

What you’ll do:

Customer Experience

• Ownership of customer success strategy and initiatives across the organization, including the development of strategy, the implementation of programs, and oversight of program success. Programs may include customer service training for operations staff; improvements to Quarterly Business Review reporting and scheduling process; and other strategic efforts to support client satisfaction and retention.
• Build and manage reporting of Customer Experience program status to ensure timely completion of various tasks/responsibilities of individuals across the organization.
• Motivate and influence others within the organization to engage in programs and tasks related to Customer Experience and Success.
• Overseeing and engaging in the Quarterly Business Review process to ensure a regular cadence of face-to-face/virtual meetings with client points of contacts to build client rapport, develop a nuanced understanding of the clients’ business goals, discuss service utilization and feedback, and attempt to drive additional value within the account.

• Drive usage of services and products that meet clients’ needs to improve their experience and productivity. Coordinate with appropriate team members to execute additional service agreements for new revenue opportunities within an account.
• Improve Client Success Journey by leveraging business intelligence tools to provide and review data in a visual format to show customers where value is gained from the services utilized.
• Document, review and communicate customer issues with internal team, coordinating with appropriate parties to ensure resolution.

• Management and utilization of new and existing tools for metrics and reporting, including those related to client satisfaction feedback and ticket data (Cognition360/SmileBack/Connectwise/API integrations, PowerBI)
• Act as the voice of the customer in meetings with internal operations and sales teams, to drive improvements in sales/marketing messaging, user experience, contracting, etc.
• Develop and provide training to Managed Operations Center staff regarding customer service skills and ticketing system utilization, as needed, in coordination with the IT Services Manager.
• Support Managed Services leadership teams in development, documentation, and deployment of policies and procedures related to customer escalations and issue resolution.
• Provide technical or process training to customers as appropriate when such training would reduce ticket generation or improve end user experience.
• Act as a liaison between Managed Services and Professional Services teams regarding Managed Services clients’ project needs, ensuring a successful operations hand-off following a migration/implementation; providing training to Managed Services staff as needed to ensure successful support following a project; assist with documentation as needed; and relay feedback to improve related processes.

Team Management

• Build out CSR Success Roadmap by developing and communicating policies, expectations, and feedback to staff in support of Managed Solution’s overall goals for client retention, end-user experience, employee engagement, process efficiency, and profitable service operations.
• Facilitating a high-performance team environment and employee engagement, as characterized by the KPI attainment, professional development achievement, management feedback, etc.
• Providing performance feedback and corrective action to direct staff as required, documenting performance issues and coaching conversations in accordance with company policy.
• Performing metrics trend analysis and reporting; guiding resultant process improvement, training, and tools adoption initiatives.
• Provide training and mentorship to CSR staff to grow the skill level of the team. Coordinate with other departments to provide training for CSR staff on pertinent topics for professional development & compliance.
• Evaluating and providing input regarding employee performance, in coordination with COO. Meeting with staff on a regular cadence of team- and 1:1-meetings to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience.
• Compliance with company policy & procedures, as well as demonstration of Customer Principles and Core Values in execution of assigned tasks.
• Additional responsibilities as assigned.

What makes you a fit:

• Strong proficiency with desktop troubleshooting skills, Microsoft Productivity tools (including Office365), and strong understanding of technology and troubleshooting concepts (server, hardware, software, networking, etc.)
• Experience with using ticketing systems is required; previous administration experience is preferred. Experience with Connectwise is highly desired.
• Proficiency with business intelligence tools (e.g., PowerBI, Cognition360) to create dashboards and pull reports. Strong proficiency in Excel is also required.
• Proficiency in customer relationship management tools (e.g., HubSpot) is highly desired.
• Bachelors’ degree in Computer Science, Computer Engineering, Business Administration, or related field, plus a minimum of 3 years’ experience providing server/desktop support within a Microsoft environment is highly desired. At least 1+ years’ work experience at a Managed IT Services Provider is required for this role. Equivalent combination of education, experience, and skillsets will also be considered.
• Demonstrated success in a leadership role, working across departments to manage priorities and initiatives.
• Demonstrated success in resolving escalated customer service issues.
• Demonstrated high levels of project ownership and individual accountability in a results-oriented environment.
• Demonstrated commitment to continuous learning and innovation.
• Demonstrated commitment to strong documentation and repeatable standards.
• Demonstrated excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Must be able to work under pressure and meet deadlines, while providing exemplary customer service.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.

Why our employees love working here:

We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both.

From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.

As we grow, we are anchored and driven by our Core Values:

• Innovation – We are dedicated to consistently delivering creative excellence by having a ‘yes- to- what’s-next’ attitude
• Integrity – We are honest with everyone, take ownership even in the face of failure and do the right thing even when no one is looking
• Teamwork – We collaborate and support each other’s contributions for one clear common goal resulting in success

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation.

At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Physical Demands:

The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects and occasionally lift and maneuver 50 pound objects; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation. Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. Must be able to talk, listen and speak clearly on telephone.

E-Verify Participation:

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.