Job Title: Customer Success Manager
Location: New York City Offices
Reports to: Chief Technology Officer (Subject to Change)
Salary Range: 70-100k Base, Comprehensive Bonus Plan
About us:
TEKSCAPE is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, TEKSCAPE provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses.
At TEKSCAPE, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
Job Description:
TEKSCAPE has an exciting opportunity for a Customer Success Manager (CSM). In this role, you will be a trusted advisor to our customers responsible for the relationship-focused management of TEKSCAPE clients. The CSM works with clients to understand their desired outcomes from TEKSCAPE services and sets benchmarks for success. In this role, you will focus on client satisfaction and retention through client recognition of ROI and CSAT focused strategies and reporting. Goals include not only retaining our clients but ensuring that they have an exceptional experience as a client of TEKSCAPE.
This is a hybrid role with a preference for candidates based within a commutable distance from New York for internal and external meetings as needed.
Key Responsibilities:
- Manage day-to-day client success KPIs driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
- Develop strong relationships with clients and have a deep understanding of their business’s needs, challenges, and goals to identify new opportunities and initiatives that can bring maximum value to our customers.
- Regularly meet with clients in-person and conduct Business Reviews.
- Identify opportunities to optimize the client lifecycle from onboarding through renewal.
- Work closely with teams across the organization to achieve high renewal rates with our customers.
- Manage recurring cadence with clients to understand each client’s desired outcome from TEKSCAPE’s services and proactively sets personalized benchmarks for success.
- Proactively follow up with customers to ensure a positive experience through Net Promoter Score and transactional CSAT surveys. Discover feedback trends to find opportunities to enhance our client’s IT experience.
- Maintain report of client’s relationship status and proactively report on any relationship risks within assigned client base.
- Develop and manage client service improvement plans, and effectively work with the needed internal departments to achieve agreed upon enhancements/deliverables.
- Confirm during closure of onboarding projects with clients, what we’ve learned about the client, ensure alignment around goals and milestones, reset expectations where there is any confusion, and align with the client on their client success plan.
- Consistently meet and exceed goals and KPIs that are established for the CSM team.
- Serve as the client’s point of escalation on service inquiries as needed
Required Skills:
- BA/BS degree in business or related field and/or equivalent experience
- 7+ years of Customer Success/relationship management experience
- Ability to interpret sales orders, SOWs, and invoices. Effectively be able to present this information and respond to questions from customers and other internal employees.
- Excellent organizational and communication skills including client-facing interaction.
- Broad knowledge of Microsoft Office products.
- Ability to build C-level relationships at customers and across our organization.
- Ability to grasp strong technical concepts and communicate them simply to customers.
- Eagerness to learn new technologies and concepts.
- Driven, self-motivated, enthusiastic and with a "can do" attitude.
Bonus points if you have:
- Familiarity with Connectwise or similar CRM tool
- Experience with financial, healthcare, education environments
Tekscape employees enjoy the following benefits:
- Excellent Benefits (including medical, dental, vision, life insurance, /FSA
- Paid Parental Leave (NYS Paid Family Leave)
- 401(k) plan with matching company contribution
- Vacation/ Paid Time Off / Sick Leave
- Professional Development Programs
- Employee Referral Programs
- Fitness/Wellness Perks through Justworks
- Corporate-Branded Swag & MORE
We are an Equal Opportunity Employer that truly believes in the benefits of diversity! Tekscape engages all employees proactively in all aspects of the business to provide them with experience and exposure to a wide range of IT environments and technologies, allowing for a diverse, creative, and thoughtful development of their skills and knowledge.
TEKSCAPE’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, TEKSCAPE also offers a competitive compensation package and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!
Love Your Job, Share Your Technology Passion, Create Your Future Here!
What We Do
Tekscape mission is to protect and serve clients with customized and innovative IT solutions by delivering high quality and secure technologies. Allow our clients through exceptional service to meet and exceed business goals.
Tekscape, founded 2007, strong leadership and project management have earned the company a valuable reputation as a trusted partner with some of the best technology brands.
Tekscape specializes in IT, network, systems, cybersecurity, communication, and collaboration for companies. With a team of experts, Tekscape focuses on designing, implementing, and managing technology solutions.
Tekscape is among the leading Cisco re-sellers on the east coast and has been featured for four consecutive years on the Inc 500|5000 list for fast-growth companies.
