IT Client Success Manager

• Develop and maintain strong relationships with key clients to ensure satisfaction and long-term retention.
• Identify new business opportunities and upsell the full stack of products/services to existing customers.
• Establish and govern the sales upgrade strategy, including guiding principles for upgrade sales, managing sales prospects, and pipeline reporting.
• Provide leadership within the sales organization, fostering a culture of accountability, professional development, high performance, and ethical behavior.
• Ensure project initiatives yield productivity benefits consistent with established objectives, providing managerial reports to Sales Operations and working closely with the Managing Director on implementation.
• Lead sales organization change initiatives by assessing the need for change, championing initiatives, and eliminating obstacles to organizational improvement.
• Conduct and oversee client survey initiatives, proactively gathering feedback, reporting on survey results, and recommending improvements to enhance customer satisfaction.
• Utilize the organization’s ERP, ticketing, and other systems as required by company objectives.
• Collaborate with internal teams, including product development, technical support, and marketing, to ensure client success.
• Stay updated with industry trends, technology advancements, and competitor activities to provide value to clients and identify new business opportunities.
• Attend trade shows, conferences, and other industry events to network with customers and industry partners.
• Maintain accurate and up-to-date records of customers interactions and account information within the company’s CRM system.

• Bachelor's degree in Business, IT, or a related field (preferred but not required).
• Above 5 years of experience in account management, sales, or customer success in the IT industry.
• Strong understanding of IT products, services, and solutions.
• Proven ability to manage key accounts, drive customer satisfaction, and increase revenue.
• Excellent communication, negotiation, and interpersonal skills.
• Proficiency in CRM software and sales management tools.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively with internal teams to drive customer success.
• Experience in leading change initiatives and improving customer satisfaction metrics.

• Customer-focused mindset with a proactive approach to account management.
• Strong leadership and team collaboration skills.
• Detail-oriented with strong analytical and organizational abilities.
• Adaptability to changing market conditions and evolving customer needs.
• High level of integrity and professionalism.

• Competitive salary and performance-based incentives.
• Professional development and growth opportunities.
• Supportive and dynamic work environment.

ICTEngage