IT SUCCESS MANAGER

JOB TITLE: IT SUCCESS MANAGER

LOCATION: LAKE MARY LOCATION

ROLE PURPOSE: The SUCCESS MANAGER will help our clients better understand the full potential of our services and act as liaison between the client, management, and support team.  The successful candidate will also be responsible for collaborating with management and support team to improve customer support and enhance customer satisfaction.

You will help maintain existing business relationships with current IT clients and assist in bringing in new clients and on-boarding new clients. You will on-board new clients and their networked IT environments by planning, discussing, meeting, and scheduling with clients directly for on-boarding purposes.

You will also support the technicians in completing technical projects, equipment deployments and daily service and support calls when needed. You will be the first impression to our new client, building rapport and gaining the clients trust is paramount. Customer service is number one at Kappa Computer Systems, supporting our clients with a happy, can-do attitude is priceless. Building invaluable relationships with our clients and the Kappa team is key to everyone's success.

TYPICAL WORK WEEK:

35%        Internal Ticket Management

25%        New Client On-Boarding

25%        Client Success Management

15%        Meetings

DAILY RESPONSIBILLITES:

Daily review of completed time entries for accuracy, billing codes, time, and accurate resolution concerning clients support requests. Adjust as needed.

Build and maintain current and new client relationships. Become the reliable point of contact for each customer and establish a strong business relationship.

Preform client business reviews, suggestions for new technology upgrades and procurement.

Contract quantity reviews, ensuring Managed Service and license counts are correct on contracts and monthly billing invoices. 

Client Discovery: Dig deep and understand clients’ expectations, personalities, and goals, discover how they like to communicate, help show value and results.

You will work with management in the development and deployment of new processes and workflows to enhance internal processes.

Help develop policy and procedures: Setting policies for renewals, timeframes for reaching out to clients, scheduling for the onboarding new clients, etc.

Assist with tracking and renewals of client hardware, software, additional services, warranties, and subscription. Work with procurement to provide quotes and follow-up with clients.

Keeping clients, management, and tech support team “in -the- know” while working on projects and on-boarding, regularly providing updates on our progress and “what’s next.” Coordinate projects and determine the best utilization of resources to increase customer satisfaction.

Reach out to new leads, work with potential new clients, and go on new client meetings with Kappa’s sales team.

Assist with marketing post on newsletters, Linked and Facebook. Educating clients on new technology and cybersecurity.

ONBOARDING RESPONSIBILLITES:

Onboarding of new IT clients (non-technical): Introduction to POC, welcome new clients to Kappa, client training meetings as needed, introduction to new employees for our existing clients, etc.

Onboarding of new clients (technical): Work with RMM team to deploy RMM, and other platforms.  Gather technical data to help build the customers technical notes and end-users’ information. Gather network information and anything else regarding the client’s infrastructure as needed.

Continue the relationship with client after onboarding has completed. Quarterly meetings to discuss clients’ future plans and roadmap for equipment purchases and other technical items to help keep our clients IT moving forward and giving them a budget for future purchases.

REQUIREMENTS:

Has very good knowledge in the IT field.

Has worked in a customer service position for more than 5 years.

Has sales experience.

Has great attention to detail.

WHAT IS IN IT FOR YOU: 

• Competitive Pay
• IRA with up to 3% Company Match
• Health & Dental Benefits
• Time Off Benefits and Paid Holidays
• Company Outings
• All the Office Snacks You Can Eat
• Office Lunches
• Work/life balance w/a focus 40-hour work week