Senior Client Success Manager

TL;DR

Senior Client Success Manager (Managed Services): Driving hirify.global's Managed Services customer relationship with an emphasis on Microsoft support, coordinating interactions between key customers and the hirify.global Service Desk. Focus on ensuring Service Level Agreements are met, growing contract values through cross-selling and up-selling, and leading onboarding activities for new customers.

Location: Remote (Must be based in the United States)

Salary: $130,000 - $180,000 a year

Company

hirify.global builds platforms for digital business, weaving together advances in cloud infrastructure, automation, analytics, and software delivery to help enterprises deliver on the promise of digital transformation.

What you will do

• Act as a customer advocate and ensure Service Level Agreements/Objectives are met.
• Coordinate renewing Managed Services contracts, grow existing contract values, and build strong relationships with key customer staff and Managed Services teams.
• Provide reports on incident management, account performance, and service unit billing.
• Lead onboarding activities for new Managed Services customers and manage service improvement activities.
• Participate in the change advisory board, ensuring changes are assessed, approved, communicated, implemented, and reviewed.
• Manage Root Cause Analysis and participate in Priority events as needed.

Requirements

• Good understanding of IT Service Management processes and IT Project Management principles.
• Ability to manage change, provide direction, and leadership, with excellent presentation and communication skills.
• Ability to manage and escalate client issues, react to changing priorities, and interact with C-level stakeholders.
• Technical experience in supporting Microsoft technologies (O365/M365, Active Directory, Intune).
• Proficient in MS Office (Word, Excel, PowerPoint).
• 5+ years of relevant IT Service Account Management experience.

Nice to have

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

Culture & Benefits

• Values diversity and inclusion through initiatives like Moving Women hirify.global and RISE hirify.global.
• Offers a multi-million-dollar lab with top-notch technologies.
• Encourages cross-department training and sponsors certifications for continued learning.
• Provides Medical, Dental, and Vision Insurance.
• Offers 401(k), paid company holidays, and paid time off.
• Includes paid parental and caregiver leave.