Hyopsys LLC.
Description
Job Summary:
The Client Success Manager is responsible for building strong relationships with clients and ensuring a high level of satisfaction through seamless coordination of services, project execution, procurement, and account support. This role serves as a critical bridge between sales, technical teams, vendors, and clients—ensuring successful project delivery, effective procurement, and a smooth customer experience. The ideal candidate will have experience in IT services, account management, and client-facing operations.
Responsibilities
Coordinates IT projects with internal and external stakeholders, ensuring timely delivery and client satisfaction. Manages the handoff process from sales to project execution, ensuring all client expectations and deliverables are aligned. Tracks and reports on project timelines, scope, and outcomes for transparency and improvement. Handles Non-Recurring Revenue (NRR) procurement, sourcing hardware, software, and licensing through multiple vendors. Manages relationships and purchasing through platforms such as Amazon, D&H, TD Synnex, Ingram Micro, and Pax8. Ensures timely delivery and accurate billing of products and services to clients. Champions the use and support of CloudRadial for client engagement and product delivery. Manages ConnectBooster platform to ensure seamless client billing and payment experiences. Identifies opportunities to improve client satisfaction, upsell services, and reduce churn. Acts as a Client Services Representative, maintaining regular communication and providing high-touch service. Maintains accurate client data in CRM systems such as BMS and Zomentum, ensuring visibility for sales and support teams. Oversees contract management, including renewals, amendments, and compliance tracking. Tracks and posts time for client-facing and internal efforts to ensure billing and service accuracy. Manages Time & Materials (T&M) and NRR invoicing, working closely with finance and operations. Handles order intake, coordinating with internal and external stakeholders for timely fulfillment. 20% Travel to client sites Performs other duties as assigned. Product Ownership and System Maintenance
Primary owner and responsible party for the assigned toolsets/platforms/vendors and their outcomes. Expected to make system adjustments, recommendations, and improvements. Create recurring maintenance procedure and effectively execute. Expected to be knowledgeable on related topics/systems to complete projects, onboardings, support escalations. Ability to estimate subject area labor, software, licensing, and hardware costs. Time Commitments & On-Call Expectations
Full-Time Role – Regular business hours with flexibility as required by project or incident response needs. On-Call Rotation – Participate in Tier 1 NOC and Tier 2 SOC escalation rotation every 2–3 months for a 2-week period. Tier 3 On-Call – Always available 24x7 for your designated area of responsibility. If Tier 2 (Tech Management) cannot resolve an issue, you are expected to respond to Tier 3 on-call inquiries within 2–4 hours. Requirements
Proficiency in CRM and ticketing platforms such as BMS, Zomentum, or similar. Customer-focused mindset with a proactive approach to issue resolution. Strong problem-solving skills and the ability to think critically in complex situations. Excellent organizational skills with attention to detail. Familiarity with scripting (PowerShell, Bash, or similar) for automation. Strong troubleshooting skills and ability to handle different clients’ issues. Understanding of managed services, SaaS environments, or cloud technology. Familiarity with AI, analytics platforms, or data visualization tools is a plus. Excellent documentation, communication, and time-management skills. Education & Experience
Bachelor’s degree in Business, Communications, Information Technology, or related field, or equivalent experience. 3+ years of experience in client success, account management, IT services, or sales operations. Experience with IT procurement and vendor management. Physical Requirements
Prolonged periods sitting at a desk and working on a computer. Occasionally, equipment may need to be lifted or moved up to 25 lbs.
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Coordinates IT projects with internal and external stakeholders, ensuring timely delivery and client satisfaction. Manages the handoff process from sales to project execution, ensuring all client expectations and deliverables are aligned. Tracks and reports on project timelines, scope, and outcomes for transparency and improvement. Handles Non-Recurring Revenue (NRR) procurement, sourcing hardware, software, and licensing through multiple vendors. Manages relationships and purchasing through platforms such as Amazon, D&H, TD Synnex, Ingram Micro, and Pax8. Ensures timely delivery and accurate billing of products and services to clients. Champions the use and support of CloudRadial for client engagement and product delivery. Manages ConnectBooster platform to ensure seamless client billing and payment experiences. Identifies opportunities to improve client satisfaction, upsell services, and reduce churn. Acts as a Client Services Representative, maintaining regular communication and providing high-touch service. Maintains accurate client data in CRM systems such as BMS and Zomentum, ensuring visibility for sales and support teams. Oversees contract management, including renewals, amendments, and compliance tracking. Tracks and posts time for client-facing and internal efforts to ensure billing and service accuracy. Manages Time & Materials (T&M) and NRR invoicing, working closely with finance and operations. Handles order intake, coordinating with internal and external stakeholders for timely fulfillment. 20% Travel to client sites Performs other duties as assigned. Product Ownership and System Maintenance
Primary owner and responsible party for the assigned toolsets/platforms/vendors and their outcomes. Expected to make system adjustments, recommendations, and improvements. Create recurring maintenance procedure and effectively execute. Expected to be knowledgeable on related topics/systems to complete projects, onboardings, support escalations. Ability to estimate subject area labor, software, licensing, and hardware costs. Time Commitments & On-Call Expectations
Full-Time Role – Regular business hours with flexibility as required by project or incident response needs. On-Call Rotation – Participate in Tier 1 NOC and Tier 2 SOC escalation rotation every 2–3 months for a 2-week period. Tier 3 On-Call – Always available 24x7 for your designated area of responsibility. If Tier 2 (Tech Management) cannot resolve an issue, you are expected to respond to Tier 3 on-call inquiries within 2–4 hours. Requirements
Proficiency in CRM and ticketing platforms such as BMS, Zomentum, or similar. Customer-focused mindset with a proactive approach to issue resolution. Strong problem-solving skills and the ability to think critically in complex situations. Excellent organizational skills with attention to detail. Familiarity with scripting (PowerShell, Bash, or similar) for automation. Strong troubleshooting skills and ability to handle different clients’ issues. Understanding of managed services, SaaS environments, or cloud technology. Familiarity with AI, analytics platforms, or data visualization tools is a plus. Excellent documentation, communication, and time-management skills. Education & Experience
Bachelor’s degree in Business, Communications, Information Technology, or related field, or equivalent experience. 3+ years of experience in client success, account management, IT services, or sales operations. Experience with IT procurement and vendor management. Physical Requirements
Prolonged periods sitting at a desk and working on a computer. Occasionally, equipment may need to be lifted or moved up to 25 lbs.
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