Client Success Manager - CIO Solutions

About us: CIO Solutions provides premium IT services to small and large businesses, affordable housing developments, medical practices and non-profit organizations. We have been around for over 30 years and continue to grow each year with one goal in mind – to provide our clients with custom IT solutions supported by knock it out of the park customer service. Our team works out of offices located in Santa Barbara, San Luis Obispo and Fresno, CA.

About you: We love great candidates with technical chops, but we know there is more to a great fit than that. Do you truly enjoy putting a smile on a client’s face? Wishing a co-worker happy birthday with a jar of homemade salsa? Staring down challenges like a lion on the Savannah?  If the answer is, “yes”, “yes” and “yes!” then we would like to hear from you.

About the job: The Client Success Manager is responsible for professionally representing the company by providing exceptional customer service and supporting CIO’s internal departments. The Client Success Manager is the first point of contact for all non-technical requests for clients. The Client Success Manager will enjoy working collaboratively within their team, as well as cross-departmentally, to create an environment of team support for CIO’s clients.            

Compensation Package Includes:

• Competitive Salary
• PTO/sick time
• Health insurance
• Dental and vision reimbursement program
• FSA
• 401k retirement account
• Disability and life insurance

Essential Duties and Responsibilities:

• Maintain frequent and cordial communication with clients and team members, with an emphasis on follow-through
• Assist with meeting deliverables; provide roadmap reports, technology research, project, service or billing follow-up as required
• Provide regular follow up to clients in the form of check ins 
• Work with other departments as necessary to ensure issues and requests are completed and feedback is provided as needed
• Be the first point of contact for all non-technical client related questions
• Responsible for routing requests and questions to the correct CIO department or team; follow up and track as needed to ensure resolution and communication
• Ownership of CRM and knowledgebase databases for all managed clients with correct and up-to-date information, including: company details, company tags, company contacts and relationships, services used, and communication lists
• In-depth understanding of client agreements, including: costs, services, and terms and conditions
• Understanding of basic technology and ability to create a quote if necessary
• Knowledge of general health of assigned clients, to include: services, projects, finance
• Keep foremost a commitment to excellence and a desire to go the extra mile for our clients

Additional Duties and Responsibilities:

• Attend weekly team meetings
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Maintain accurate information related to clients – contact preferences, notes from meetings
• Attend onsite client meetings as needed
• Responsible for entering time and expenses as they occur
• Understand processes in all internal systems and complete required training materials
• Track requested client activities and report these activities to management (metrics)
• Assist with internal special projects as needed
• Will need to be prepared to be in the office at least two days a week (schedule to be determined in accordance with company plan)

Knowledge, Skills and/or Abilities Required:

• Demonstrate a high level of integrity and honesty in all interactions with co-workers, clients, and vendors
• At least two (2) years of business-to-business account management, customer service, or sales experience
• Bachelor’s degree in Business, Communications, Language Arts, Psychology or other related field is preferred
• Detail oriented, excellent at interpersonal communications and phone etiquette, ability to conduct successful in-person meetings, and possess good writing skills
• Enjoy working with customers and across multiple internal departments
• Have or able to quickly obtain a working knowledge of business IT concepts and applications
• Ability to prioritize tasks and meet deadlines
• Proficient with general office applications
• Strong organizational, presentation, and customer service skills
• Skill in preparing written communications and materials
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care, strong emotional intelligence
• Ability to multi-task and adapt to changes quickly
• Typing skills to ensure quick and accurate data entry
• Self-motivated with the ability to work in a fast-moving environment

Please submit a cover letter and resume for consideration

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