Customer Success Manager

Job not on LinkedIn

October 24

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

💵 $60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Trapp Technology

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Cybersecurity • B2B • Enterprise

Trapp Technology is a managed IT services and cloud hosting provider that delivers 24/7 security, cloud application hosting, and IT support to small, mid-market and enterprise customers. The company offers hosted virtual desktops and ERP/accounting application hosting, managed IT and help desk services, and a suite of cybersecurity offerings including ArmorPoint managed SIEM, SOC management, vulnerability scanning, endpoint protection, incident response, and compliance advisory (PCI, HIPAA, NIST). Trapp focuses on business customers with professional services, consulting, and custom hosting solutions.

51 - 200 employees

Founded 2007

🔒 Cybersecurity

🤝 B2B

🏢 Enterprise

📋 Description

• 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.

🎯 Requirements

• 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.