Description

The CSM supports the clients as they transition from sales prospects to active users of our product. The incumbent will be highly motivated and with a customer-centric mindset. This role will be an essential part of our team, collaborating closely with our Strategic Account Managers and internal teams, with the primary goal of ensuring our clients are highly satisfied. The CSM will be focused on customer loyalty and building close long-term relationships with Applied Tech while keeping Applied Tech’s core values in mind.

Primary Responsibilities

• Assist Account Managers with managing their accounts by providing necessary data, generating reports, and performing administrative tasks to help optimize their workload and capacity.
• Collaborate with internal resources on behalf of Account Managers to ensure client needs are met and issues are resolved in a timely and effective manner.
• Manage smaller house accounts and provide proactive support to ensure customer satisfaction and retention.
• Step in and assist Account Mangers when needed, especially when they are out of the office or overloaded with work.
• Gain a deep understanding of the administrative and management aspects of the Account Manger roles, including how to effectively manage client relationships and drive business growth.
• Proactively identify potential process issues and areas for improvement and make recommendations to Account Managers or management.
• Work with the Account Management team to help identify growth opportunities and assist the team in upselling to clients.
• Collect and analyze client feedback and data and help us discover areas where we can pivot or where we need to show more attention and care to our clients.
• Provide Account Manger support with procurement, including hardware, software, warranties, expirations, and renewals to ensure clients have the necessary resources to succeed.

Education and Qualifications

• 3+ years delivering premium customer service.
• 1+ year of MSP experience a plus.
• Bachelor’s degree a plus
• CRM experience a plus.
• Excellence communication and people skills.
• M365 business suite experience.
• Good time management skills with a problem-solving attitude.
• Technically savviness to learn software and navigate in the MSP arena.
• Proven ability to build and maintain strong relationships with clients.
• Ability to work independently AND collaboratively in a team environment.
• Strong-problem solving skills and attention to detail.
• Ability to multitask and prioritize effectively and effectively.
• Willingness to learn and adapt to new technologies and processes.
  

Soft Skills

Excellent Communication Skills

You will be interacting with customers and your team on a regular basis and need to have excellent verbal and written communication skills to build and maintain relationships.

Planning/Organization

Able to organize incoming requests for work from multiple sources and plan projects without well-defined goals, maintaining day to day productivity with few requests for help.

Process Management

Understands and follows established processes. Able to adapt to ongoing changes in processes, priorities, tasks, and workload. Able to help develop and define processes and process improvement for Applied Tech.

Analytical and Problem-Solving

You should be able to analyze data, identify trends and issues, and use critical thinking and problem-solving skills to resolve customer issues.

People Skills/Conflict Management

Strong interpersonal skills for effective interaction with our clients, third parties, and teammates. Able to demonstrate confidence in high-pressure situations and resolve conflicts.

Adaptability

You should be able to adapt to changing situations and be flexible in your approach to customer success.

Compensation

Base Salary of $50,000-$65,000 a year

Physical Requirements

• Ability to use computers daily in an interactive manner for extended periods of time, possibly exceeding 8 hours per day.
• Ability to sit for an extended period.
• Ability to frequently and accurately communicate with employees, customers, and vendors in person, via the telephone or by email.

Note: This job is not to be all-inclusive. Employees may perform other related duties as request to meet the ongoing needs of the organization.