Job Description

Customer Success Manager - VCIO (Virtual Chief Information Officer) Assistant
About Certified NETS:
Certified NETS is celebrating its 25th year in business! We are a Managed Service Provider based out of St. Louis, Missouri. We provide complete IT support to small and medium sized organization throughout a two hour radius around St. Louis, MO. We are a growing, reputable, award-winning MSP. Our people are energetic and we work hard to create a great work environment. We seek the highest skilled and brightest people available in the workplace. For more information see: www.certified-nets.com

About this Role: Customer Success manager - Systems Administrator

We're looking for an experienced Customer Success Manager to join our team. The ideal candidate will have exceptional project management and analytical skills, as well as a proven track record of maximizing customer satisfaction and minimizing churn. Our Customer Success Manager will be responsible for advertising and promoting our product, ensuring the highest possible customer retention rate and the highest level of customer satisfaction.

We are driven by the philosophy that when we focus on solving IT challenges for our Clients and their businesses then become stronger and more profitable, CNETS inherently grows alongside them. We differentiate based on our technical competence and our determination to do whatever is necessary to make people happy. Our solutions cover Managed IT, Cybersecurity, Cloud Services, and Consulting.

Previous experience as Account Manager, Virtual Chief Information Officer, System Administrator and Customer Success.

Duties and Responsibilities:
Confer with customers to answer questions and resolve issues or complaints.

• Find and apply applicable solutions to customer problems.
• Develop plans of action based on gathered information and resolve issues or complaints.
• Manage customer service issues and concerns.
• Work to ensure customer satisfaction with company products, services, and processes.
• Training for new technology and security

The CUSTOMER SUCCESS MANAGER will be expected to represent CNETS to Senior Management of Customers with the highest level of quality and integrity. The CUSTOMER SUCCESS MANAGER will be the primary liaison for all new and current Clients to establish and maintain long-term business relationships for excellent service, impact, and business growth. Finally, the CUSTOMER SUCCESS MANAGER will be expected to serve as an outstanding internal team member focused on leveraging CNETS capabilities for maximum Client impact.

Essential Skills:

• Previous experience working in a fast-paced systems integrator or professional services organization
• Service oriented attitude - will do what it takes to get the job done correctly
• Eager learner who picks up new technologies easily and can become proficient in a short time
• Zealot for checklists and best practice processes
• Available for after hours or weekend work
• Serve as the primary liaison between CNETS and Clients for key information, planning, and conflict avoidance.
• Support current Clients to assure ongoing engagement, service, and business growth.
• Identify and resolve Client concerns; recommending a course of action to alleviate these concerns in the future.
• Coordinate with internal Team Members to provide exemplary service to Clients.

Position Requirements:

• Conduct 30 minute technology trainings;
• Four-year degree;
• Commitment to Personal Credibility and Professional Integrity;
• Commitment to healthy and strong relationships with Team Members, Customers, Vendors, and Partners;
• Commitment to positivity, growth, and resiliency;
• Ability to communicate clearly and eloquently in written and spoken form;
• Ability to create and present in person or virtually with persuasive impact;
• Ability to work with a diverse Customers across multiple industries;
• Ability to manage competing projects with attention to detail but also the big picture;
• Ability to meet deadlines, be self-motivated, and solutions-oriented;
• Ability to exercise balanced business judgment, tact, and diplomacy;
• Ability to manage and manipulate online databases; CRM Experience (ConnectWise)

Desired but not Required

• Knowledge and background in Managed IT Services
• Technology sales and/or HaaS, SaaS experience

Why People Join Our Team:

• Company paid health benefits and 401K.
• We are stable and grow year after year, in 2021 we celebrate our 25th year in business!
• We are one of the top Managed Service providers in the world.
• A fun work environment, company events, and many other benefits.

Job Type: Full-time

Pay: $59,755.00 - $65,908.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement

Schedule:

• Monday to Friday
• Overtime

Education:

• Bachelor's (Required)

Work Location: In person

• Health insurance

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