CUSTOMER SUCCESS MANAGER

at ComTec Solutions
Location Rochester, New York
Date Posted September 19, 2022
Category Call Centre / CustomerService
Job Type Permanent

Description

Description:

Providing technical expertise to a diverse client base for over 25 years, we are a platinum partner with Epicor ERP Software, and a leading IT managed services provider. At ComTec we pride ourselves on enabling and empowering small-to-midsize businesses to succeed in an increasingly competitive global marketplace, by leveraging technology in an efficient and cost-effective manner.

Join the team at ComTec Solutions and enjoy a growth-focused, fun, and nurturing company culture. We work hard for our customers and we are dedicated to our employees. Enjoy breakfast every Friday, beverages, and snacks throughout the office, a comfortable working environment, and fun team social events throughout the year including ball games, hockey games, brew tours, and corporate parties. We appreciate and recognize hard work and loyalty. We value a healthy work/life balance, and relaxed culture here at ComTec.

JOB SUMMARY:

The Customer Success Manager (CSM) is the main customer service point of contact for our customers. The CSM is responsible for selling the wide range of software, hardware, and services that ComTec offers to our customers. Daily the CSM communicates with our customers via phone, email, or in person, helping them obtain quotes, work through customer service issues, and help them grow their business by better utilizing our solutions. The CSM meets with assigned customers quarterly to make sure they are getting the most out of their relationship with ComTec and a seamless service experience.

REPORTS TO: Director of Sales

DIRECT REPORTS: None

ESSENTIAL FUNCTIONS:

Maintain continual dialogue including Quarterly Business Reviews with named accounts to ensure a high level of satisfaction and loyalty

Find and nurture opportunities to achieve sales goals

Develop and manage a sales pipeline sufficient to meet sales goals

Coordinate with pre-sales and professional technical services teams

Work 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 direction

Determine the performance of existing Managed Services contracts and prepare contract renewals

Manage opportunity, quote, and processes ensuring timely solution implementation

Function as liaison between customer and internal departments to ensure issues are addressed and solved

Follow up with customers on tickets that are waiting customer

ADDITIONAL RESPONSIBILITIES:

Maintain customer relationship management (CRM) database

Gain and maintain in-depth knowledge of our products and technologies, competitive products, and industry trends

Build and maintain relationships at the C and VP levels of the defined target customers

Maintain daily timesheet, and expense report entries, and submit them accurately and timely

Requirements:

TECHNICAL SKILLS:

Basic understanding of

- Microsoft Windows Server Operating Systems

- On-Premises Microsoft Exchange and Microsoft Office 365

- Enterprise-class backup solutions

- Microsoft Operating Systems

- Epicor ERP modules, capabilities, and features

Knowledgeable of various server/workstation peripherals such as USB/NAS drives

Knowledge of Managed Services product offerings and configurations

Working knowledge of HP and Dell equipment; general understanding of storage solutions

SOFT SKILLS & ABILITIES:

Strong written and verbal communication skills

Ability to react positively and effectively in a high-pressure environment

Initiative-taking, positive attitude, and ability to work well individually and within a team atmosphere

Pleasant and professional demeanor in all customer and internal communications

Intellectually resourceful with sound judgment and effective decision-making abilities

Independent worker and able to work effectively on daily tasks without direct supervision

Strong organization skills and ability to operate efficiently throughout daily tasks

In 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 appropriate

Work well with customers at all levels

Operates with customer satisfaction in mind

EDUCATION, EXPERIENCE, & KNOWLEDGE:

Background in customer service is necessary

Bachelor's Degree in Business or related field preferred

Experience within the technology industry is required

WORK ENVIRONMENT/PHYSICAL DEMANDS:

Use of computer and office equipment

Performs all administrative functions expected at this level

ADDITIONAL REQUIREMENTS:

Ability to schedule evening or weekend work occasionally

Valid driver's license in your state of residence and reliable personal vehicle

Benefits:

  • Competitive salary
  • Relaxed Healthy Company Culture
  • Core Value Recognition and Rewards
  • 9 paid holidays
  • Birthday Paid time off
  • Generous Vacation Allowance
  • Health/Dental/Vision Insurance
  • Life Insurance and LT/ST Disability
  • Employee Assistance Program
  • Company 401K
  • Emphasis on continuous Education, certifications
  • Company laptop & Cell Phone
  • Team Outings & Events
  • Weekly Company Meals & holiday festivities
  • Flexible Work/Life Balance Valued
  • Community Involvement and Charity Support

PM21

PI

Drop files here browse files ...