Client Success Manager

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🕒 May 22

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Bit by Bit Computer Consulting

WebsiteLinkedInAll Job Openings

51 - 200 employees

Bit by Bit is a Full Service IT Company. Tech Savvy. Business Smart. since 1987 We provide a wide range of technology products and services and business solutions to companies and organizations of all sizes across a variety of markets. We have specialized expertise in managed services, outsourced IT, Cloud solutions, hosted applications, document delivery and fax solutions, document management, data capture and forms processing solutions, workflow and business process management, collaboration solutions, application development, custom programming, website design, web application services, web experience management, web content management, social community platforms and digital marketing systems. We work with best of breed and industry leading software, hardware and platform providers and take the time to understand our clients specific needs and individual business requirements in order to tailor a solution and implement technology that will increase efficiency and productivity with extremely reliable performance and measurable ROI results. Our technical services and support professionals are experienced, trained and certified technologists, engineers, programmers and developers with a track record of delivering a high level of customer service. We pride ourselves on rapid response times and timely resolution and efficient completion of projects as promised and on budget. What differentiates us is is that we take time to listen and learn and understand the real business needs of our clients. It is not just the technology, but what the proper use of technology can do for you. We work together with you to help you navigate the constantly evolving world of technology and we have the expertise to determine the right path for your business. We value the long term relationships we have with our customers and work hard to continue to earn their trust. We focus on results - our reputation and your success depends on it.

📋 Description

• Lead regular client meetings, including Customer Business Reviews (CBRs), operational reviews, and strategic planning discussions. • Serve as the primary relationship manager for assigned client accounts, ensuring high levels of client satisfaction and engagement. • Act as a liaison between clients and internal teams including Helpdesk, Engineering, Security, Projects, and Leadership. • Monitor client health, service trends, ticket activity, and engagement metrics to proactively identify risks and opportunities. • Coordinate and manage client onboarding activities to ensure a smooth transition into managed services. • Help clients understand service offerings, security recommendations, project roadmaps, and technology best practices. • Drive accountability internally by following up on open issues, escalations, projects, and client concerns. • Identify opportunities for process improvement and enhanced service delivery. • Maintain accurate documentation of client meetings, action items, and strategic initiatives within CRM and ticketing systems. • Support account growth by identifying additional client needs and collaborating with the sales and leadership teams. • Stay informed on evolving technology, cybersecurity trends, and MSP best practices.

🎯 Requirements

• 3+ years of experience in Client Success, Account Management, Customer Experience, or MSP account management. • Strong communication and presentation skills with the ability to lead executive-level client conversations. • Experience conducting Customer Business Reviews (CBRs) or customer strategy meetings. • Ability to build trust and maintain strong long-term client relationships. • Strong organizational and project coordination skills with the ability to manage multiple priorities simultaneously. • Comfortable working in a fast-paced technology services environment. • Analytical mindset with the ability to review service metrics and identify trends. • Professional, proactive, and solutions-oriented approach. • Experience with CRM, PSA, ticketing, and Microsoft Office platforms preferred. • MSP or IT services industry experience strongly preferred. • Familiarity with cybersecurity concepts, managed IT services, cloud technologies, and Microsoft 365 environments preferred. • Experience working with technical teams and translating technical concepts into business-friendly language.

🏖️ Benefits

• Salary: $1,800-2,500 per month (Philippines), $1,200-2,000 per month (Indonesia) • 2 Weeks of vacation • Additional benefits for Indonesia include medical, dental, paid vacation, and retirement plan