Customer Success Manager Department:

Revenue /

Sales Reports To:

Sales Director Executive Sponsors:

Outside Sales Representative & Chief Revenue Officer Travel:

As required to support and grow assigned accounts Position Overview The Customer Success Manager is responsible for the retention and growth of assigned accounts. This is a client-facing, revenue-producing role with full responsibility for the day-to-day relationship and commercial development of assigned accounts. The Customer Success Manager will serve as the primary face of Tek One across these relationships, working in tandem with the assigned outside Sales Representative and Chief Revenue Officer, who will remain involved as the executive sponsor. Success in this position requires more than managing existing business. The Customer Success Manager is expected to actively pursue growth, develop new relationships within customer organizations, uncover upcoming projects, travel to meet clients when necessary and do what is required to expand Tek One's position within each account. The role is built around three priorities: Protect the business. Service the business. Grow the business. 1. Service & Retain Assigned Accounts Serve as the primary day-to-day point of contact for assigned accounts. Develop strong relationships with client contacts, project leaders and decision-makers. Manage incoming project requests and staffing requirements. Coordinate closely with Tek One's recruiting team on priorities, requirements and delivery expectations. Own candidate submissions, interviews, feedback, starts and client communication. Maintain visibility into active projects, upcoming needs, technician headcount and account activity. Respond quickly to client requests, issues and opportunities. Proactively address service issues before they impact the relationship. Maintain accurate account, project and opportunity activity within Bullhorn. Partner with the CRO on executive-level relationships, escalations and strategic discussions. 2. Grow Existing Accounts The Strategic Account Manager is responsible for increasing the value of every assigned relationship. Build and execute a growth strategy for each key account. Develop relationships beyond Tek One's existing contacts. Identify additional decision-makers, project managers, branches, divisions and markets. Proactively uncover upcoming projects and workforce needs. Expand Tek One into additional projects, geographies and service lines. Increase active technician headcount, project volume and overall account revenue. Regularly meet with customers in person and travel when it creates an opportunity to strengthen or grow the relationship. Maintain an active pipeline of expansion opportunities within existing accounts. Understand each customer's projected spend and work toward exceeding established account-growth targets. Partner with the CRO on major opportunities, pricing strategy, contract discussions and enterprise-level expansion. Key Performance Indicators Performance should be measured primarily around revenue growth, account retention and execution. Revenue & Growth Increase Account revenue vs. annual target Maintain or Increase gross margin generated from assigned accounts Drive new projects, locations and relationships within assigned accounts Account Health Ensure repeat revenue from existing customers Ensure account retention and Customer Satisfaction Increase active technician/headcount growth Ensure strong client engagement and relationship depth Execution Client response time Speed to qualified candidate submission Fill/start performance Follow-up and communication cadence Accuracy of Bullhorn account and opportunity data Account Ownership & Executive Partnership The Customer Success Manager will own the day-to-day relationship, execution and growth activity within assigned accounts. The CRO and assisting Outside Sales Representative will remain the executive sponsors and will be involved in: Senior executive relationships Major account strategy Large expansion opportunities Pricing and commercial strategy Contract and MSA discussions QBRs and strategic planning Significant client escalations The expectation is that the Account Manager can independently manage and grow the relationship while recognizing when executive involvement can help accelerate an opportunity or strengthen the partnership. What Success Looks Like A successful

Strategic Account Manager:

Protects and retains Tek One's existing revenue. Becomes a trusted and recognizable face of Tek One to the customer. Understands the customer's organization, people, projects and future plans. Is proactive rather than waiting for job orders to arrive. Creates new relationships inside existing customer organizations. Consistently identifies the next project or staffing opportunity. Expands Tek One into additional locations, divisions and service lines. Travels and meets with customers whenever it can strengthen or expand the relationship. Provides outstanding service while maintaining a strong commercial mindset. Gives the CRO confidence that the account is being managed and grown without requiring day-to-day involvement. Ideal Profile Strong relationship-builder with a high level of personal accountability. Commercially minded and motivated by revenue growth. Comfortable working directly with customers, project leaders and executives. Strong understanding of staffing, recruiting and project fulfillment. Highly responsive and organized. Able to manage multiple major accounts and opportunities simultaneously. Confident asking for business and uncovering new opportunities. Willing to travel and spend time face-to-face with customers. Comfortable operating independently and making decisions. Competitive, resourceful and willing to do what it takes to grow the business. Strong communicator internally and externally. Able to balance customer service with a clear focus on revenue, margin and growth. #tekone

Pay:

From $50,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person