Customer Success Manager

Stelle nicht auf LinkedIn

🕒 vor 7 Monaten

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $60.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🏆 Customer Success

Jetzt Bewerben

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Trapp Technology

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2007

🔒 Cybersecurity

🤝 B2B

🏢 Unternehmen

Cybersecurity • B2B • Enterprise

Trapp Technology ist ein Anbieter von Managed IT-Diensten und Cloud-Hosting-Lösungen, der 24/7-Sicherheit, Cloud-Anwendungs-Hosting und IT-Support für kleine, mittelständische und große Unternehmen bietet. Das Unternehmen offeriert gehostete virtuelle Desktops und ERP-/Buchhaltungsanwendungs-Hosting, Managed IT- und Helpdesk-Dienste sowie eine Reihe von Cybersecurity-Lösungen, einschließlich ArmorPoint Managed SIEM, SOC-Management, Schwachstellen-Scans, Endpunktschutz, Incident Response und Compliance-Beratung (PCI, HIPAA, NIST). Trapp konzentriert sich auf Geschäftskunden mit professionellen Dienstleistungen, Beratung und maßgeschneiderten Hosting-Lösungen.

Beschreibung

• The Customer Success Manager is responsible for cultivating and maintaining strong relationships with Trapp Technology and ArmorPoint customers. • The position serves as the primary point of contact for assigned accounts, accountable for understanding their needs, and collaborating with internal teams to deliver outstanding service. • Builds and maintains strong, trusting relationships with assigned client accounts. • Understands client objectives and works collaboratively to meet their needs. • Develops account plans with key team stakeholders to achieve client goals and objectives. • Identifies opportunities for account growth and upsells additional services. • Conducts regular/frequent cadence meetings with assigned customer accounts to ensure services provided meet standards. • Provides regular updates to clients on project status and performance metrics. • Ensures governance on contracted services and manages scope of customer support requests. • Proactively identifies potential issues and implements preventive measures. • Works closely with internal teams to troubleshoot and solve problems. • Gathers client feedback and uses it to enhance service delivery. • Conducts client satisfaction surveys and implements improvements based on results. • Prepares and presents regular reports on account performance. • Uses data insights to make informed decisions and recommendations. • Tracks assigned Customer Incidents and Service Requests and ensures the complete resolution by the Service Delivery team. • Acts as the single point of escalation for Service Requests and ensures prompt and accurate communication with customers. • Communicates with customers via Phone, Chat or Email mediums; keeping them informed of support request progress, impending change notifications or mutually agreed maintenance schedules. • Maintains accuracy and completeness of Service Delivery Knowledge base.

🎯 Anforderungen

• High School Diploma or GED equivalent, required. • 2+ years of experience in the Computer Industry in a hands-on technical position. • 4+ years of experience in customer service. • 1+ years of experience in a leadership role, preferred. • Self-motivated with the ability to work in a fast paced, technically advanced environment. • Understanding of support tools, techniques, and how technology is used to provide IT services. • Ability to manage multiple tasks and deadlines in a fast paced environment. • Technical awareness: ability to match resources to technical issues appropriately. • Mid-level knowledge of computer and operating systems. • Strong interpersonal and communication skills including active listening and customer-care. • Service awareness of all organization’s key IT services for which support is being provided. • Typing skills to ensure quick and accurate entry of Incident and Service Request details. • Exceptional organization and time management skills.