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Client Success Manager

Toronto, Ontario
We are looking for a Client Success Manager to join our growing Team. This challenging, self-starter position is designed for a savvy IT professional who will work with our sales and service teams to provide an exceptional experience to our managed service clients.
Our managed services clients rely on us to support critical IT systems.  Our support team provides proactive support (monitoring and system management) as well as reactive services via our helpdesk team.  Our clients range from the small business to mid-size organizations in both the public and private sector.  
The Client Success Manager will be responsible for ensuring that we meet service obligations with our clients, develop IT plans and create solutions to help our clients solve business problems.  
  • Understand our clients and how IT will help their business
  • Build a close, long-term relationship with clients and build loyality
  • Work with the service team to identify service problems and resolve issues
  • Review service tickets to identify trends that need to be addressed based on priority
  • Review monthly service reports to identify potential problems that need to be addressed
  • Provide regular structured feedback and reports to clients
  • Explain short-comings and provide solutions to rectify issues
  • Help clients plan IT upgrades
  • Develop short and long-term IT plans and strategies
  • Work with the service and sales teams to develop solutions around our core products
  • Work with the sales team to structure IT solutions
  • Manage and create service agreements
  • Identify areas of potential service improvements
  • Introduce ideas or solutions to the teams for streamlining of services
  • Communicate and provide timely updates to clients on service problems or issues
  • Help on-board new clients ensuring customer is educated about our services, understand their interim needs, and create a roadmap towards success
  • Diploma of Computing or equivalent
  • Advanced /or working knowledge of:
    • Windows Servers
    •  Virtualization
    •  Computer Networks
    •  Storage systems
    •  Application support
    •  Database systems
    •  Backup solutions
  • Minimum 7 years overall work experience in a service support team role
  • Ability to perform structured work from home
  • Have excellent communication skills
  • Strong organizational and presentation skills
  • Experience with client satisfaction management
  • Ability to deal with conflict
  • Experience in IT support and management is a definite asset
  • Skilled in using Microsoft Office and Teams
  • Familiar with ConnectWise or similar CRM software
  • Familiar with cloud services
  • Must possess good documentation and follow up skills
  • Although this is not a sales position, experience with working with sales representatives and having the ability to explain IT products and services is a definite asset

How to Apply?
You can apply directly to aaron.baretto@talentlab.com  or on our website at www.talentlab.com. We want to thank all applicants for their interest, but only those in consideration will be contacted.

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