Job type full-time number of hires for this role 1
Full job description
Logically is the leading provider of managed it services to small and midsize organizationsWe help our customers leverage the power of information technology to achieve their goals by becoming their trusted it allySince 1999, we have made it management easy and secure for hundreds of corporations, healthcare organizations, non-profits, and public sector agenciesWe provide complete it outsourcing to business leaders, and augmentation services to it teams.
We are recognized for our outstanding customer service, technical depth, and operational excellenceOur best-in-class service delivery is powered by two pillars, oplogictm and care teamsOplogic is our unique cloud-based it management system that allows your it environment to self-heal, increasing uptime and reducing security risksDedicated care teams are how we deliver our deep and wide-ranging technical expertise while providing personalized service and the familiarity of a trusted ally.
The customer success manager (csm) is a key sales role that drives growth and customer success within base of current customersThe primary duty of csm is to promote customer retention and loyalty and to ensure customer engagement with services and products remains highThe csm will strive to ensure customer’s business goals and objectives are met by leveraging technology in fulfillment of customer objectivesThe csm accomplishes this by developing and maintaining trusted advisor role and understanding customer’s unique business needs to ensure positive customer journey experienceTo guarantee customers are elated with partnership in every regard, the csm engages in customer support and sales (including outbound calling) of new products and services into current customer baseThe csm calls on and works with top company leadership and operations staff – from ceo to it support peopleUsing product knowledge, interpersonal skills, energy, and great personality, the csm builds trusted advisor relationships with people, discussing challenges in their organization, and introducing solutions that will make customer’s life easierThe csm participates in agile pod system to maximize quality output and achieve high customer satisfaction in delivery of managed it servicesThe csm is member of customer-centered technical team that includes several managed services engineers and senior managed services engineers, service delivery coordinator, and pod leaderAll members of pod own tasks and work together to learn unique needs of customer’s business to consistently deliver best serviceThe csm is a highly intelligent, dynamic, and self-motivated individual with a positive attitude, strong organization skills, and urgency to make things happen in variety of industries, including healthcare, municipalities, manufacturing, and non-profit sector.
Duties and responsibilities
Serve as customer advocate and achieve rapport with customers to ensure positive customer journey experience (from sale, to service delivery, to support).
Work with active customers to develop deep understanding of their needs and translate those needs into service requirements.
Manage customer expectations and prioritize issue response by impact and urgency.
Monitor customer agreement changes and manage major change order approvalsDetermine when to work with cross-functional staff to preserve service and revenue.
Engage in proactive issues management with service delivery coordinator (sdc) and other affected staff.
Conduct timely and effective communication with sdc, including escalation of client issues.
Lifecycle account management
Communicate features and benefits of solutions and manage prospect expectations throughout lifecycle of account.
Meet customer retention goals, up-sell/cross-sell revenue goals, and renewal goals.
Qualify new sales opportunities for current customers.
Conduct onsite or online presentations to existing customers that showcase services and products of company.
Receive requests for service and product details from customers and provide timely responses.
Review invoices and resolve invoice inquiries regarding support and service.
Manage complexity of managed it services proposals, contracts, lease agreements, and service level agreements.
Work with management to develop proposals and quotesRespond to rfp/rfi documents.
Conduct monthly, quarterly, and annual review of assets and performanceIdentify liability and budget challenges regarding physical assetsDetermine performance by number of tickets submitted and resolutionReport on system application updates and patches.
Develop success roadmaps and strategies for new customer projects.
Summarize ticket activity, status, and progress.
Maintain in-depth product knowledge of service offerings of company.
Develop in-depth knowledge of service catalog and how it relates to customer’s needs.
Project sales >$10k, develop project quotes and interface with cross-functional personnel (e.g., senior engineer or procurement) as needed.
Transactional sales < $10k, examine scope of work, complexity, and revenue to develop quote.
Monthly recurring revenue (mrr) sales: proactively work to increase monthly subscriptions to logically services with existing customers.
Perform sales procedures through activities and opportunities in connectwise and remain compliant with defined policies and procedures.
Logically provides equal employment opportunities (eeo) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation and other protected glassesIn addition to federal law requirements, logically complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilitiesThis policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training.
Job type: full-time
Health savings account
Paid time off
Monday to friday