Client Success Manager

BlueSky IT Partners is hiring a Client Success Manager (CSM). BlueSky IT Partners is an IT consulting company focused on providing global IT field services, telecom, and cloud solutions to mid-market and enterprise clients. We are looking for someone to provide service excellence in the client engagement and supporting the activities of the telecom and operations teams. Our goals are to keep our quality and standards as we grow revenue, promote efficiencies, and increase customer satisfaction. 

Job Description:

The CSM will engage with all existing and potential clients to create new sales and current sold solutions. Your key objective is to grow the existing base and ensure the client has a positive engagement with BlueSky. Your day will consist of managing client conversations through email and phones calls, closing business, and collaborating with your teammates to produce client satisfaction and increased revenue. Weekly training will be available from suppliers and master agents.

Responsibilities:

  • Sell 10k mmr per month or 30k mrr per quarter into current client base
  • Attend sales calls to establish client relationship and help identify opportunities, including follow-up emails and appt scheduling, quarterly business reviews
  • Initiate quotes for all current and new business, understating the proper providers to engage
  • Foster relationships with channel managers for solutions sold
  • Identify client issues and address and escalate to BlueSky CEO
  • Ensure reliable support from providers and set expectations of the delivery model from the BlueSky framework/ methodology
  • Support sales activity for LOA’s, contract reviews, renewals, bill reviews
  • Maintain contracts in back office and send to proper master agent
  • Maintain smart sheet with all quoted opportunities
  • Maintain Pipedrive with client data, profiles, next steps in opportunities
  • Engage in training for all BlueSky solutions sold
  • Engage in trainings for master agencies tools and support models
  • Point of escalation for client in tandem with BlueSky Project Manager
  • Support CEO with various administrative needs – such as marketing activities, customer gifts, events, and other

Requirements:

  • Strong experience in telecommunications – voice, data and cloud
  • Align with BlueSky team company culture and values
  • Experience working on multiple opportunities at one time
  • Effective time management skills and attention to detail
  • Strong documentation skills
  • Ability to meet deadlines for scheduling, project deadlines and other deadlines as determined by CEO
  • Able to effectively communicate with customers and staff by phone, email or client portal
  • Able to work independently and in home office
  • Ability to resolve customer issues promptly
  • Knowledge of Microsoft Office applications and other computer applications

Accountabilities:

  • Sell to quota
  • Provide expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
  • Champion team-working, knowledge sharing
  • Provide overflow, and assistance, with obtaining quote information, and documentation for clients
  • Improve customer service experience, create engaged customers and facilitate growth
  • Share the value of BlueSky’s service offering and value proposition with clients
  • Understand and articulate client requirements for current and future engagements
  • Take independent action to solve problems impacting service delivery, ensuring all jeopardy/risks to successful implementation are addressed and escalated appropriately;
  • Maintain ownership of resolution while accessing escalation resources for assistance if unable to diagnose or resolve issues;
  • Assist with service order documentation to ensure compliance and to meet customer expectations
  • Perform other various duties as assigned

Apply: