client success manager

The Client Success Manager is responsible for generating business from and deepening partnerships with existing clients. They prepare documentation and long term plans for each client on a quarterly or semi-annual basis, and meet with them to review their environment and their long term plan.

reports to: COO

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General Summary

The Client Success Manager is expected to provide these services with a high level of competency and independence, demonstrating experience and ability in multiple disciplines within IT. They must be comfortable working with clients on a personal level as well as a professional level, and be able to document their discussions and ensure any resulting items are addressed in a timely fashion. A high level of diligence and attention to detail is required, in order to ensure that the meeting materials are prepared and meetings are held according to schedule.

As with any position with BMC Networks, the Client Success Manager is responsible for adhering to company policies and procedures, and may also have other duties assigned as necessary.

BMC Networks offers a competitive compensation package including salary with profit-sharing plan and a comprehensive benefits package.

Primary Responsibilities

  • Prepares Technology Business Review (TBR) documents which includes preparing Statement of Work (SOW) or Change Orders if applicable
  • Follows up on SOW and Change Orders to get them signed
  • Holds TBR meetings
  • Manages TBR process
  • Handles product escalation requests from Support, Project, or Purchasing teams
  • Works with Business Development and Project Services to prepare SOWs from audits or assessments
  • Schedules and chairs Onboarding and Town Hall meetings with new clients
  • Ensures new client on-boarding is successful
  • Know your clients’ business goals and keep up to date to be proactive with solutions and BMC’s standard to help them grow

Who You Are

  • Experience in Client Success Management or Account Management role, or 3-5 years of experience as an MSP technician with skills in maintaining business relationships, holding meetings, and preparing documentation
  • Excellent verbal, written, and presentation skills
  • Strong interpersonal skill and the ability to build trusted relationships with all levels of staff, including C-Level executives and owners, and external contacts
  • Ability to work in a fast-paced environment
  • Strong attention to detail
  • Strong work ethic
  • Technical background
  • Enjoy working directly with clients

core values

  • Integrity

    We do what we say we will do

  • Unity

    We are all equally responsible for our success

  • Fun

    We take our work seriously, but not ourselves

  • Service

    We exist to serve our clients and each other

  • Professionalism

    We are the professional IT company for professional services firms

ready to
apply?

Fill out the application form and we’ll keep your information on file.

Apply now