Client Success Manager

Client Success Manager

Join to apply for the Client Success Manager role at Castlerock Managed IT Services Company.

Location : Cape Town, Western Cape, South Africa.

Employment type : Full-time.

Responsibilities

• Building and maintaining long term relationships with current client base.
• Understanding current client's business and objectives.
• Assessing clients' needs by conducting regular meetings, including QBR's.
• Identifying opportunities for upselling and cross selling additional services.
• Collaborating with technical teams to align services with client needs.
• Managing contracts and service level agreements to ensure compliance.
• Handling contract renewals, negotiations and amendments as needed.
• Addressing client concerns and issues promptly and efficiently.
• Monitoring service delivery to meet agreed upon services.
• Ensuring services are delivered on time and within budget.
• Keeping clients informed about service updates, enhancements and new offerings.
• Acting as clients advocate within the Castlerock Team.
• Educating clients about new technologies, best practises and industry trends.
• Conducting client satisfaction surveys and acting on the feedback received.
• Identifying potential risks and challenges that could impact the client's satisfaction or the MSP's ability to deliver services.
• Be the first point of escalation for client issues and concerns.

Qualifications

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