CUSTOMER SUCCESS MANAGER

Company: ComTec Solutions
Location: Rochester
Posted on: May 16, 2025

Job Description:

Description:CUSTOMER SUCCESS MANAGERDepartment: SalesBillable Hours Goal: N/APosition Type: Full TimeTravel Required: Minimal as neededJOB SUMMARY:The Customer Success Manager (CSM) is the main customer service point of contact for our clients after they have been on boarded for the first 60 days. The CSM is responsible for selling the wide range of software, hardware, and services that ComTec offers to our clients. On a daily basis the CSM communicates with our clients via phone, email, or in person, helping them obtain quotes, work through customer service issues, and helping them grow their business by better utilizing our solutions. The CSM meets with assigned clients quarterly to make sure they are getting the most out of their relationship with ComTec in a seamless service experience.REPORTS TO: Director of SalesDIRECT REPORTS: NoneESSENTIAL FUNCTIONS:Maintain continual dialogue including Quarterly Business Reviews with named accounts to ensure high level of satisfaction and loyaltyFind and nurture opportunities to achieve sales goalsDevelop and manage sales pipeline sufficient to meet sales goalsCoordinate with pre-sales and professional technical services teamsWork closely with customers and ComTec staff to perform a proper needs analysis and make recommendations for new products or services as well as strategic technology directionDetermine performance of existing Managed Services contracts and prepare contract renewalsManage opportunity, quote, purchasing and receiving processes ensuring timely solution implementationAct as liaison between customer and internal departments to ensure issues are being addressed and solvedFollow up with customers on tickets that are waiting customerADDITIONAL RESPONSIBILITIES:Maintain customer relationship management (CRM) databaseMaintain vendor accounts and negotiate the best cost for goods soldGain and maintain in-depth knowledge of our products and technologies, competitive products and industry trendsBuild and maintain relationships at the C and VP levels of the defined target customersMaintain daily timesheet and expense report entries and submit them accurately and timelyRequirements:TECHNICAL SKILLS:Basic understanding of:Microsoft Windows Server Operating SystemsOn Premise Microsoft Exchange and Microsoft Office 365Enterprise class backup solutionsMicrosoft Client Operating SystemsEpicor ERP modules, capabilities, and featuresKnowledgeable of various server/workstation peripherals such as USB/NAS drivesKnowledge of Managed Services product offerings and configurationsWorking knowledge of HP and Dell equipment; general understanding of storage solutionsSOFT SKILLS & ABILITIES:Strong written and verbal communication skillsAbility to react positively and effectively in a high pressure environmentSelf-motivated, positive attitude, and able to work well individually and within a team atmospherePleasant and professional demeanor in all client and internal communicationsIntellectually resourceful with sound judgment and effective decision-making abilitiesIndependent worker and able to work effectively on daily tasks without direct supervisionStrong organization skills and ability to operate efficiently throughout daily tasksIn general owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriateWork well with clients at all levelsOperates with client satisfaction in mindEDUCATION, EXPERIENCE, & KNOWLEDGE:Background in customer service is a mustBachelor's Degree in Business or related field preferredExperience within the technology industry is requiredWORK ENVIRONMENT/PHYSICAL DEMANDS:Use of computer and office equipmentPerforms all administrative functions expected at this levelADDITIONAL REQUIREMENTS:Ability to schedule for evening or weekend work occasionallyValid driver's license in your state of residence and reliable personal vehicleDATE CREATED/REVISED: October 2019Compensation details: 31-41 Yearly SalaryPI8bc824fa8c7a-25660-36442981

Keywords: ComTec Solutions, Syracuse , CUSTOMER SUCCESS MANAGER, Executive , Rochester, New York