Job Information
CIO Solutions Client Success Manager in Fresno, California
About us: CIO Solutions provides premium IT services to small and large businesses, affordable housing developments, medical practices and non-profit organizations. We have been around for over 30 years and continue to grow each year with one goal in mind – to provide our clients with custom IT solutions supported by knock it out of the park customer service. Our team works out of offices located in Santa Barbara, San Luis Obispo and Fresno, CA.
About you: We love great candidates with technical chops, but we know there is more to a great fit than that. Do you truly enjoy putting a smile on a client’s face? Wishing a co-worker happy birthday with a jar of homemade salsa? Staring down challenges like a lion on the Savannah? If the answer is, “yes”, “yes” and “yes!” then we would like to hear from you.
About the job: The Client Success Manager is responsible f or professionally representing the company by providing exceptional customer service and supporting CIO’s internal departments. The Client Success Manager is the first point of contact for all non-technical requests for clients. The Client Success Manager will enjoy working collaboratively within their team, as well as cross-departmentally, to create an environment of team support for CIO’s clients.
Compensation Package Includes:
Competitive Salary
PTO/sick time
Health insurance
Dental and vision reimbursement program
FSA
401k retirement account
Disability and life insurance
Essential Duties and Responsibilities:
Maintain frequent and cordial communication with clients and team members, with an emphasis on follow-through
Assist with meeting deliverables; provide roadmap reports, technology research, project, service or billing follow-up as required
Provide regular follow up to clients in the form of check ins
Work with other departments as necessary to ensure issues and requests are completed and feedback is provided as needed
Be the first point of contact for all non-technical client related questions
Responsible for routing requests and questions to the correct CIO department or team; follow up and track as needed to ensure resolution and communication
Ownership of CRM and knowledgebase databases for all managed clients with correct and up-to-date information, including: company details, company tags, company contacts and relationships, services used, and communication lists
In-depth understanding of client agreements, including: costs, services, and terms and conditions
Understanding of basic technology and ability to create a quote if necessary
Knowledge of general health of assigned clients, to include: services, projects, finance
Keep foremost a commitment to excellence and a desire to go the extra mile for our clients
Additional Duties and Responsibilities:
Attend weekly team meetings
Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
Maintain accurate information related to clients – contact preferences, notes from meetings
Attend onsite client meetings as needed
Responsible for entering time and expenses as they occur
Understand processes in all internal systems and complete required training materials
Track requested client activities and report these activities to management (metrics)
Assist with internal special projects as needed
Will need to be prepared to be in the office at least two days a week (schedule to be determined in accordance with company plan)
Knowledge, Skills and/or Abilities Required:
Demonstrate a high level of integrity and honesty in all interactions with co-workers, clients, and vendors
At least two (2) years of business-to-business account management, customer service, or sales experience
Bachelor’s degree in Business, Communications, Language Arts, Psychology or other related field is preferred
Detail oriented, excellent at interpersonal communications and phone etiquette, ability to conduct successful in-person meetings, and possess good writing skills
Enjoy working with customers and across multiple internal departments
Have or able to quickly obtain a working knowledge of business IT concepts and applications
Ability to prioritize tasks and meet deadlines
Proficient with general office applications
Strong organizational, presentation, and customer service skills
Skill in preparing written communications and materials
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care, strong emotional intelligence
Ability to multi-task and adapt to changes quickly
Typing skills to ensure quick and accurate data entry
Self-motivated with the ability to work in a fast-moving environment
Please submit a cover letter and resume for consideration
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