CUSTOMER SUCCESS MANAGER

• Maintain continual dialogue including Quarterly Business Reviews with named accounts to ensure high level of satisfaction and loyalty
• Find and nurture opportunities to achieve sales goals
• Develop and manage sales pipeline sufficient to meet sales goals
• Coordinate with pre-sales and professional technical services teams
• Work closely with customers and ComTec staff to perform a proper needs analysis and make recommendations for new products or services as well as strategic technology direction
• Determine performance of existing Managed Services contracts and prepare contract renewals
• Manage opportunity, quote, purchasing and receiving processes ensuring timely solution implementation
• Act as liaison between customer and internal departments to ensure issues are being addressed and solved
• Follow up with customers on tickets that are waiting customer

• Maintain customer relationship management (CRM) database
• Maintain vendor accounts and negotiate the best cost for goods sold
• Gain and maintain in-depth knowledge of our products and technologies, competitive products and industry trends
• Build and maintain relationships at the C and VP levels of the defined target customers
• Maintain daily timesheet and expense report entries and submit them accurately and timely

• Basic understanding of:
• Microsoft Windows Server Operating Systems
• On Premise Microsoft Exchange and Microsoft Office 365
• Enterprise class backup solutions
• Microsoft Client Operating Systems
• Epicor ERP modules, capabilities, and features
• Knowledgeable of various server/workstation peripherals such as USB/NAS drives
• Knowledge of Managed Services product offerings and configurations
• Working knowledge of HP and Dell equipment; general understanding of storage solutions

• Strong written and verbal communication skills
• Ability to react positively and effectively in a high pressure environment
• Self-motivated, positive attitude, and able to work well individually and within a team atmosphere
• Pleasant and professional demeanor in all client and internal communications
• Intellectually resourceful with sound judgment and effective decision-making abilities
• Independent worker and able to work effectively on daily tasks without direct supervision
• Strong organization skills and ability to operate efficiently throughout daily tasks
• In general owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate
• Work well with clients at all levels
• Operates with client satisfaction in mind

• Background in customer service is a must
• Bachelor's Degree in Business or related field preferred
• Experience within the technology industry is required

• Use of computer and office equipment
• Performs all administrative functions expected at this level

• Ability to schedule for evening or weekend work occasionally
• Valid driver's license in your state of residence and reliable personal vehicle

ComTec Solutions