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CUSTOMER SUCCESS MANAGER

Company: ComTec Solutions
Location: Rochester
Posted on: September 25, 2022

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 SalesDIRECT REPORTS: NoneESSENTIAL 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 solutionsSOFT 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 mindEDUCATION, 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 levelADDITIONAL REQUIREMENTS:-- Ability to schedule evening or weekend work occasionally-- Valid driver's license in your state of residence and reliable personal vehicleBenefits:Competitive salaryRelaxed Healthy Company CultureCore Value Recognition and Rewards9 paid holidaysBirthday Paid time offGenerous Vacation Allowance Health/Dental/Vision InsuranceLife Insurance and LT/ST DisabilityEmployee Assistance Program Company 401KEmphasis on continuous Education, certificationsCompany laptop & Cell PhoneTeam Outings & Events Weekly Company Meals & holiday festivitiesFlexible Work/Life Balance Valued Community Involvement and Charity Support PM21PI192355174

Keywords: ComTec Solutions, Rochester , CUSTOMER SUCCESS MANAGER, Executive , Rochester, New York

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