Customer Success Specialist jobs in Lexington, KY

NetGain Technologies has been a trailblazer in IT services and solutions since 1984. Our commitment is simple – we provide end-to-end technology services to ensure our local business communities thrive. We are known for our people-centric approach and are focused on technology-driven growth. We set ourselves apart from the competition by employing great people whose focus is on our client’s success in a 24x7x365 operation. As one of the largest MSPs in the region, we offer end-to-end technology solutions for SMBs with one of the deepest benches of engineering talent in the industry. We are strategically positioned across six regions in five states and are consistently ranked as a top managed services provider by Channel Futures since 2008 and have been recognized as the best place to work in Kentucky for eight consecutive years.

As a Client Success Manager, you play a pivotal role in our clients' success. You will be charged with ensuring client retention while also uncovering areas of growth that are mutually beneficial for our clients and NetGain. This role is about forging strong relationships, understanding the unique IT environments of each assigned client, and being the bridge between our clients’ needs and our company’s goals. At NetGain, we only win as a team, and this position is a key linchpin. This position will report to the Director of Client Success.

• Onboarding: Manage the client onboarding process from contract endorsement to the first executive business review and beyond.

• Contract Management: Seamlessly manage the client journey with responsibility for the full client lifecycle, including renewals and price increases. Must be able to utilize internal CRM and other relevant software to document and facilitate this process. A successful candidate will possess a keen attention to detail and a sense of urgency to facilitate timely and accurate client tracking, reporting, and documentation management for all clients.

• IT Consultation: Engage with clients to understand their business objectives and how IT can support those goals, guiding them in drafting a long-term IT roadmap and budget. Create and oversee strategic plans, presenting transformative IT solutions that elevate how clients conduct their business.

• Client Reviews: Conduct executive business reviews (EBRs), and constantly have a pulse on the client relationship.

• Communication: Engage proactively with key client decision-makers, ensuring their needs are addressed and expectations are met.

• Cross-departmental Champion: Work with Marketing, Sales, Finance, and Operations to ensure our clients are not only happy with our services and support but serve as promoters of the business. Will work closely with Operations team to help facilitate client escalations and trouble tickets. Will work closely with Sales team as growth opportunities arise that are mutually beneficial. Help drive attendance to client appreciation events, encourage participation on online review forums, etc.

These are table stakes for us at NetGain. Our Core Values guide every decision we make. This role is meant to create an experience that supports the values and goals of NetGain and fosters a one-of-a-kind service experience for our clients.

• People First

• Above and Beyond

• Continuous Improvement

• Extreme Ownership

Join NetGain Technologies and be part of a team that values talent, technology, and has a passion for driving growth. Embark on a journey where you not only grow professionally but also make a significant impact on the SMBs that fuel our local communities.