Technical Customer Success Relationship Manager Position Available In Palm Beach, Florida

Technical Customer Success Relationship Manager Tgipower Llc 6111 Broken Sound Parkway NW, Boca Raton, FL 33487

Job Title:

Technical Customer Success Relationship Manager Job Description:

Develops and implements standard processes and reporting metrics for the specific owned process (analysis, results and in process measurement), working with Sales, Operations, Engineering and Administration. In this capacity, the primary objective is to provide business accountability, process improvement, relationship management, and contract compliance. In addition, increasing the effectiveness and efficiency of specifically owned processes and reducing the cost of doing business, while growing existing revenue.

Job Duties Include:

Initiates “add on services’ at client locations Develops new processes as needed while communicating with Senior Management. Develops and implements reporting plans & executes strategies to align with Client goals. Works with Client to develop a scalable Technology Road Map for technology and communication. Responsible for obtaining resolution to process impediments and unforeseen challenges. Takes ownership of Client advocacy to drive quick resolution working with Helpdesk Management. Monitors Helpdesk activity to identify delayed resolution and repeat issues. Acts as a Customer Liaison as a primary point for Client problems, questions, or concerns. Coordinates with internal management to provide timely and accurate answers for the Client. Develops & populates data for the Annual Customer Strategy, Technology Road Map, and Quarterly Strategy Updates. (QRB) Holds a Quarterly MPS Partnership Reflection with each assigned Client. Assists with the gathering of necessary data and information for proposals. Maintains knowledge of new products and services that pertain to IT Services, Document Products, and Telephony. Cultivates relationships with Key Contacts. Conducts semi-annual Customer Satisfaction Surveys and develops a plan to address concerns. Supports Account Renewals.

Qualifications:

Requires high school diploma; college degree is preferred. Requires 5-7 years of operations experience in a role with direct Client contact in a professional business setting, preferably in business technology or a related industry. Requires strong Team approach to business and a successful track record with self-motivation and management. Detailed experience with MS Excel functionality and data management. Ie. VLOOKUP and Pivot Tables 2+ years of experience in technical support, customer success, or related roles. Provide strategic support to clients, including recommendations for software and related items. Collaborate with cross-functional teams to address Customer concerns. Develop a deep understanding of the product and services to effectively communicate feature and benefits. Assist in the creation of technical documentation and training materials for clients. Skills for

Success:

Possess the ability to communicate both verbally and in writing and to effectively communicate with all levels of management, outside vendors, employees, and clients. Displays a strong ability for self-direction and shows a high degree of initiative with an emphasis on personal time management. Possess strong Client relations skills. Strong ability to negotiate and set reasonable expectations. Strong ability to manage conflict and defuse stressful situations. Strong analytical skills. Ability to understand and analyze statistical data. Ability to clean data by identifying and correcting errors, inconsistencies, and inaccuracies and patterns in datasets.

Working Conditions:

Typically works in an office environment. Requires frequent travel between designated Client sites; responsible for providing own transportation. Occasional long, extended hours may be required to satisfy account needs; requires ability to work varied hours – up to 10 – 12 hours per day. A frequent volume of work and deadlines impose strain on a routine basis; new account installations, month end work, Client deadlines, assisting proposal writing and survey reviews impose strain on a regular basis. KPI’s Growth of existing revenue Customer retention Customer satisfaction survey results Communicate with each Customer quarterly Ensure QBR is reviewed with each Customer quarterly Core Competencies Functional / Technical Competencies Professional Competencies Integrity Timely Decision Making Communicates Customer Centricity Problem Solving Sets Direction Competitiveness Process Management Develops Business Strategy Energized Teams 1-3 years of relevant experience in a customer focused position involving technical knowledge Delivers Results Accountability Experience working with different operating systems including Windows and Mac OS Improve Business Processes The above statements are intended to describe the general nature and the level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

Job Type:

Full-time Salary:

$60,000 – 70,000 plus commission opportunity

Benefits:

Dental insurance, Health insurance, Vision Insurance, PTO, and 401(k)

Schedule:

Monday to Friday (8:30 AM to 5:30 PM)

Work Location:

6111 Broken Sound Pkwy NW Ste 170, Boca Raton, FL 33487

EEO Statement:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.