Client Success Manager

Job Description

Looking for a role that challenges your skills, embraces new technology, and lets you make a real difference—while working with a team that truly cares? If so, Coretek is the place to be!

Coretek is a leading technology solutions provider and Microsoft Azure Expert Managed Services Provider (MSP) specializing in AI, cloud, security, and digital transformation. Serving enterprises across healthcare, financial services, manufacturing, and the public sector, Coretek delivers outcome-driven strategies that help organizations modernize infrastructure, secure environments, and unlock innovation. With a proven track record of client success, award-winning expertise, and a culture built on collaboration, Coretek empowers clients to turn technology into a strategic advantage. 

Role Overview: 

As a Client Success Manager, you will be responsible for building and maintaining strong relationships with our clients. You will serve as a trusted advisor, ensuring their success by understanding their unique business needs and aligning our solutions to meet those requirements. You will bring together a blend of account management skills, IT operational management experience, ITIL service management expertise, and previous experience working for a Managed Services Provider. Your primary objective will be to ensure service delivery to help our clients operate efficiently today while fostering innovation for tomorrow. Additionally, you will be responsible for managing profitability within your assigned accounts.

Account Management: 

• Build strong relationships with clients, serving as the primary point of contact for all post-sales activities. 

• Understand clients' business objectives and align our services to meet their needs effectively. 

• Proactively identify opportunities for upselling and cross-selling additional services, ensuring maximum client value and revenue growth. 

• Conduct regular business reviews with key stakeholders to assess client satisfaction, identify areas for improvement, and discuss strategic initiatives. 

Client Success:  

• Collaborate with clients to identify their needs and provide tailored solutions to address their specific challenges.  
• Proactively monitor and anticipate client needs, ensuring a high level of client satisfaction and loyalty. 

IT Operational Management:  

• Possess a deep understanding of IT infrastructure and operational management, including AI, cloud services, networking, security, and related technologies. 
• Collaborate with cross-functional teams, including engineering, support, and operations, to ensure smooth delivery and ongoing management of services. 
• Provide guidance and technical expertise to clients, assisting them in optimizing their infrastructure and security solutions. 
• Drive troubleshooting of technical issues and coordinate with internal teams to resolve client challenges effectively. 

ITIL Service Management:  

• Apply ITIL service management principles to ensure service quality, compliance, and operational efficiency. 
• Oversee incident and problem management processes, working closely with support teams to minimize client impact and ensure timely resolutions.  
• Maintain service level agreements (SLAs) in collaboration with clients, setting clear expectations and monitoring performance against agreed targets. 

Profitability Management: 

• Collaborate with the sales team to identify growth opportunities within the client base, ensuring the profitability of each account. 

• Monitor key performance indicators (KPIs), including revenue, client retention, and profitability metrics, taking proactive measures to meet or exceed targets. 

• Conduct regular financial analyses, identify areas for cost optimization, and propose strategies to improve overall profitability. 

Client Advocacy:  

• Act as a client advocate within the organization, representing their interests and providing feedback to relevant internal teams.  

• Collaborate with various departments to ensure client needs are met promptly and efficiently. 

Innovation Enablement:  

• Help clients leverage our solutions to drive innovation within their organizations.  

• Stay updated on emerging technologies and industry trends, providing strategic guidance and recommendations to clients. 

Performance Analysis:  

• Analyze client usage and adoption patterns to identify areas of improvement and proactively address any potential issues.  

• Provide regular reports and insights to clients on their service utilization and performance metrics. 

Requirements

Required Skills: 

• A minimum of 2 years of ITIL based service management operational experience in a lead or management role 

• Proven experience as a Client Success Manager, Service Delivery Manager, Technical Leader, Account Manager, or similar role. 

• Experience or comprehension of networking (Palo Alto), cloud (Azure), desktop virtualization (Citrix/VMware/AVD), O365 & AI. 

• Advanced organizational skills and the ability to manage multiple tasks in a fast-paced environment with the ability to lead or influence client-facing and operational meetings 

Preferred Skills: 

• Experience running small to medium sized projects 

• Experience leading quarterly business reviews 

• Experience in a technical role providing support in ITIL based, operational service environments 

• Operational experience within a managed services provider  

• ITIL, PMP, Agile or Six Sigma certifications 

• Ability to travel 10% nationwide 

Benefits

At Coretek, we provide a fun and innovative culture, along with an extensive range of health benefits, generous flexible PTO, a 401K plan, and a vibrant workplace culture that fosters countless opportunities for your professional growth and development.