CUSTOMER SUCCESS MANAGER in Rochester, NY
Job title: CUSTOMER SUCCESS MANAGER in Rochester, NY at ComTec Solutions
Company: ComTec Solutions
Job description: Description:CUSTOMER SUCCESS MANAGERDepartment: SalesBillable Hours Goal: N/APosition Type: Full TimeTravel Required: Minimal as neededJOB SUMMARY:The Customer Success Manager (CSM) is the main customer service point of contact for our clients after they have been on boarded for the first 60 days. The CSM is responsible for selling the wide range of software, hardware, and services that ComTec offers to our clients. On a daily basis the CSM communicates with our clients via phone, email, or in person, helping them obtain quotes, work through customer service issues, and helping them grow their business by better utilizing our solutions. The CSM meets with assigned clients quarterly to make sure they are getting the most out of their relationship with ComTec in a seamless service experience.REPORTS TO: Director of SalesDIRECT REPORTS: NoneESSENTIAL FUNCTIONS:
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
ADDITIONAL RESPONSIBILITIES:
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
Requirements:TECHNICAL SKILLS:
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
SOFT SKILLS & ABILITIES:
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
EDUCATION, EXPERIENCE, & KNOWLEDGE:
Background in customer service is a must
Bachelor's Degree in Business or related field preferred
Experience within the technology industry is required
WORK ENVIRONMENT/PHYSICAL DEMANDS:
Use of computer and office equipment
Performs all administrative functions expected at this level
ADDITIONAL REQUIREMENTS:
Ability to schedule for evening or weekend work occasionally
Valid driver's license in your state of residence and reliable personal vehicle
DATE CREATED/REVISED: October 2019Compensation details: 31-41 Yearly SalaryPIed7ca81647c6-8722-36442981
Expected salary:
Location: Rochester, NY
Job date: Sun, 01 Jun 2025 03:57:11 GMT
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Company: ComTec Solutions
Job description: Description:CUSTOMER SUCCESS MANAGERDepartment: SalesBillable Hours Goal: N/APosition Type: Full TimeTravel Required: Minimal as neededJOB SUMMARY:The Customer Success Manager (CSM) is the main customer service point of contact for our clients after they have been on boarded for the first 60 days. The CSM is responsible for selling the wide range of software, hardware, and services that ComTec offers to our clients. On a daily basis the CSM communicates with our clients via phone, email, or in person, helping them obtain quotes, work through customer service issues, and helping them grow their business by better utilizing our solutions. The CSM meets with assigned clients quarterly to make sure they are getting the most out of their relationship with ComTec in a seamless service experience.REPORTS TO: Director of SalesDIRECT REPORTS: NoneESSENTIAL FUNCTIONS:
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
ADDITIONAL RESPONSIBILITIES:
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
Requirements:TECHNICAL SKILLS:
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
SOFT SKILLS & ABILITIES:
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
EDUCATION, EXPERIENCE, & KNOWLEDGE:
Background in customer service is a must
Bachelor's Degree in Business or related field preferred
Experience within the technology industry is required
WORK ENVIRONMENT/PHYSICAL DEMANDS:
Use of computer and office equipment
Performs all administrative functions expected at this level
ADDITIONAL REQUIREMENTS:
Ability to schedule for evening or weekend work occasionally
Valid driver's license in your state of residence and reliable personal vehicle
DATE CREATED/REVISED: October 2019Compensation details: 31-41 Yearly SalaryPIed7ca81647c6-8722-36442981
Expected salary:
Location: Rochester, NY
Job date: Sun, 01 Jun 2025 03:57:11 GMT
Apply for the job now!
Apply Now