CUSTOMER SUCCESS MANAGER
Company: ComTec Solutions
Location: Rochester
Posted on: September 23, 2022
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Job Description:
Description:
Providing technical expertise to a diverse client base for over 25
years, we are a platinum partner with Epicor ERP Software, and a
leading IT managed services provider. At ComTec we pride ourselves
on enabling and empowering small-to-midsize businesses to succeed
in an increasingly competitive global marketplace, by leveraging
technology in an efficient and cost-effective manner. Join the team
at ComTec Solutions and enjoy a growth-focused, fun, and nurturing
company culture. We work hard for our customers and we are
dedicated to our employees. Enjoy breakfast every Friday,
beverages, and snacks throughout the office, a comfortable working
environment, and fun team social events throughout the year
including ball games, hockey games, brew tours, and corporate
parties. We appreciate and recognize hard work and loyalty. We
value a healthy work/life balance, and relaxed culture here at
ComTec. JOB SUMMARY: The Customer Success Manager (CSM) is the main
customer service point of contact for our customers. The CSM is
responsible for selling the wide range of software, hardware, and
services that ComTec offers to our customers. Daily the CSM
communicates with our customers via phone, email, or in person,
helping them obtain quotes, work through customer service issues,
and help them grow their business by better utilizing our
solutions. The CSM meets with assigned customers quarterly to make
sure they are getting the most out of their relationship with
ComTec and a seamless service experience. REPORTS TO: Director of
Sales DIRECT REPORTS: None ESSENTIAL FUNCTIONS: - Maintain
continual dialogue including Quarterly Business Reviews with named
accounts to ensure a high level of satisfaction and loyalty - Find
and nurture opportunities to achieve sales goals - Develop and
manage a sales pipeline sufficient to meet sales goals - Coordinate
with pre-sales and professional technical services teams - Work
closely with customers and ComTec staff to perform a proper needs
analysis and make recommendations for new products or services as
well as strategic technology direction - Determine the performance
of existing Managed Services contracts and prepare contract
renewals - Manage opportunity, quote, and processes ensuring timely
solution implementation - Function as liaison between customer and
internal departments to ensure issues are addressed and solved -
Follow up with customers on tickets that are waiting customer
ADDITIONAL RESPONSIBILITIES: - Maintain customer relationship
management (CRM) database - Gain and maintain in-depth knowledge of
our products and technologies, competitive products, and industry
trends - Build and maintain relationships at the C and VP levels of
the defined target customers - Maintain daily timesheet, and
expense report entries, and submit them accurately and timely
Requirements:
TECHNICAL SKILLS: - Basic understanding of - Microsoft Windows
Server Operating Systems - On-Premises Microsoft Exchange and
Microsoft Office 365 - Enterprise-class backup solutions -
Microsoft Operating Systems - Epicor ERP modules, capabilities, and
features - Knowledgeable of various server/workstation peripherals
such as USB/NAS drives - Knowledge of Managed Services product
offerings and configurations - Working knowledge of HP and Dell
equipment; general understanding of storage solutions SOFT SKILLS &
ABILITIES: - Strong written and verbal communication skills -
Ability to react positively and effectively in a high-pressure
environment - Initiative-taking, positive attitude, and ability to
work well individually and within a team atmosphere - Pleasant and
professional demeanor in all customer and internal communications -
Intellectually resourceful with sound judgment and effective
decision-making abilities - Independent worker and able to work
effectively on daily tasks without direct supervision - Strong
organization skills and ability to operate efficiently throughout
daily tasks - In general, owns issues through resolution although
understands when to escalate a problem to another team member and
whom to escalate to; accepts escalated issues; and mentors when
appropriate - Work well with customers at all levels - Operates
with customer satisfaction in mind EDUCATION, EXPERIENCE, &
KNOWLEDGE: - Background in customer service is necessary -
Bachelor's Degree in Business or related field preferred -
Experience within the technology industry is required WORK
ENVIRONMENT/PHYSICAL DEMANDS: - Use of computer and office
equipment - Performs all administrative functions expected at this
level ADDITIONAL REQUIREMENTS: - Ability to schedule evening or
weekend work occasionally - Valid driver's license in your state of
residence and reliable personal vehicle Benefits:
Keywords: ComTec Solutions, Rochester , CUSTOMER SUCCESS MANAGER, Executive , Rochester, New York
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