Senior Client Success Manager

TL;DR

Senior Client Success Manager (Managed Services): Driving all aspects of the hirify.global Managed Services customer relationship, ensuring SLAs are met, and coordinating key interactions. Focus on growing existing contract values, leading onboarding activities, and driving process improvements for customer satisfaction.

Location: Hybrid, onsite 3-4 days per week in Richmond, Virginia

Company

hirify.global is a company providing Managed Services to its customers.

What you will do

• Act as a customer advocate and ensure Service Level Agreements (SLAs) and Service Level Objectives are met.
• Coordinate renewing Managed Services contracts and grow existing contract values by cross-selling and up-selling.
• Build strong relationships with key customer staff, client director team, and Managed Services teams.
• Lead onboarding activities for new Managed Services customers and manage recurring Technical Assessments.
• Drive process improvements that increase customer satisfaction and identify service improvement activities with the client.
• Participate in business reviews with the customer and sales team, and manage Root Cause Analysis.

Requirements

• Good understanding of IT Service Management processes and IT Project Management principles.
• Ability to manage change, provide direction, and facilitate communication effectively.
• Excellent presentation skills and ability to manage and escalate client issues.
• Comfortable communicating and interacting with C-level customer stakeholders.
• Proficient in MS Office, including creating and modifying documents, pivot tables, charts, and presentations.
• 2-4 years of relevant IT Service Account Management experience.
• Undergraduate degree and 6-8 years relevant experience preferred.

Nice to have

• ITIL Foundation Certification.
• PMI Project Management Professional (PMP) certification.
• ServiceNow experience.