Senior Client Success Manager

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NetCov

Site WebLinkedInTous les Emplois

201 - 500 employés

🔒 Cybersecurity

📋 Conformité

🤝 B2B

💰 Private equity en 2022-11

Cybersecurity • Compliance • B2B

NetCov est une entreprise spécialisée en informatique gérée et cybersécurité qui offre des services informatiques gérés, des solutions cloud, la gestion de la conformité, un conseil basé sur l'intelligence artificielle, et la cybersécurité aux entreprises de divers secteurs. Fort de près de 30 ans d'expérience, de plus de 350 employés, et de partenariats avec des fournisseurs tels qu'AWS et Microsoft, NetCov se concentre sur un support informatique sécurisé, évolutif, axé sur l'humain, la conformité réglementaire (y compris la préparation CMMC/NIST), et l'automatisation activée par l'IA pour des organisations telles que les entreprises d'AEC, les coopératives de crédit, les sous-traitants de la défense, les entreprises soutenues par des capitaux privés, et les organisations à but non lucratif.

Description

• Serve as primary point of contact for assigned client portfolio (25-30 strategic accounts with ACV >250K+) • Develop and execute strategic account plans aligned with clients' business objectives • Build strong relationships with clients and position yourself as a trusted advisor who understands their business needs and objectives • Serve as the primary voice of the client within the organization, advocating for their needs and ensuring client feedback drives continuous service improvement. • Drive Net Revenue Retention (NRR) targets of 100-115% through strategic upsells, cross-sells, and contract renewals • Lead quarterly business reviews and strategic planning sessions with C-level stakeholders • Manage procurement quoting for workstations, peripherals, SSL certifications, firewall renewals, etc. utilizing CRM/PSA systems • Lead contract renewal negotiations maintaining >95% retention rate • Identify at-risk accounts and implement "get to green" intervention strategies to prevent churn leveraging service motions depending on severity. • Serve as the client's primary point of escalation, ensuring issues are resolved quickly and efficiently • Partner with stakeholders from service ops, project management, and engineering on client quality improvement plans, working with internal departments to achieve agreed-upon improvement.

🎯 Exigences

• 4+ years of client success or account management experience in MSP/technology services • Proven track record of managing strategic accounts with ACVs >$250K • Strong mentoring and coaching capabilities with demonstrated leadership experience • Moderate understanding of IT infrastructure, cybersecurity, and cloud technologies • Excellent communication skills with ability to present to C-level executives • Experience with PSA/CRM platforms and client success metrics

🏖️ Avantages

• Competitive base salary plus performance-based incentives and commissions. • Access to continuous training, career development, and opportunities for advancement within a rapidly growing company. • Join a team of passionate professionals who work together to solve complex challenges and deliver exceptional service to our clients.