Greene IS Hiring for Customer Success Manager-Account Manager (MSP/IT) Full Time

Do you get excited about how technology can improve small businesses? Do you enjoy working with business leaders to exceed their expectations? Are you ready to work for an innovative fast growing company?! If so this is the place for you. Greene Information Systems is a 10-year-old MSP located in Seattle, WA. Greene IS integrates closely with Microsoft as a partner to innovate cutting edge MSP solutions for our customers. With hundreds of customers across the United States we need remote hybrid workers. We value hard work and play hard personalities, offer flexible schedules, and are looking for great talent to join our team!

We are forward focused with adopting the latest technologies that are cloud-first.

Ideal you will have 1+ year of Account Management experience with ConnectWise in an MSP environment.

As a Customer Success Manager at Greene IS, you will play a critical role in ensuring the satisfaction and success of our customers. This position focuses on building and maintaining strong customer relationships to drive retention and growth. You will collaborate with cross-functional teams to deliver exceptional service and support, identify opportunities for upselling and expansion, and act as an advocate for our customers within the organization. By understanding their needs and goals, you will proactively address challenges, provide guidance, and ensure they derive maximum value from our products or services. Your expertise in customer success strategies combined with your excellent communication skills will enable you to successfully navigate complex situations while always putting the customer first.

Key Responsibilities

• Customer Retention:
• Develop and maintain strong relationships with assigned customers to understand their business objectives and IT needs.
• Proactively identify opportunities to enhance the value of our services to customers and improve their overall experience.
• Address customer concerns and issues promptly, working closely with technical teams to resolve any service-related challenges.
• Regularly assess customer satisfaction and take actions to ensure high levels of customer retention.
• Customer Catalog Management:
• Manage relationships with third-party vendors and technology partners to ensure seamless service delivery to customers.
• Evaluate and guide the vendor selection process based on customer requirements, budget constraints, and service requirements.
• Negotiate vendor contracts, service level agreements (SLAs), and pricing to optimize customer investments.
• Monitor vendor performance and escalate issues as needed to ensure vendor accountability.
• Manage and maintain the lifecycle of assets, software, and supported IT services.
• IT Business Review/QBR (Quarterly Business Review):
• Conduct regular IT Business Reviews or Quarterly Business Reviews with customers to assess the alignment of our services with their strategic goals.
• Collaborate with customers and Technical Lead to identify areas for improvement, growth, technology roadmap, and optimization within their IT infrastructure.
• Prepare and present asset and performance s, metrics, and recommendations to customers during QBR meetings.
• Work closely with customers to establish actionable plans and timelines for implementing recommended changes.
• Sales and Account Management
• Collaborate with the sales and technical teams to create accurate and competitive quotes for additional services or upgrades requested by customers.
• Ensure that quotes align with customer needs, budgetary constraints, and contractual obligations.
• Work closely with internal stakeholders to expedite the quoting process and provide timely responses to customer requests.
• Assist in closing sales opportunities by providing insights and information to customers during the quoting and proposal stages.
• Track and manage supported users and associated Greene IS agreements, including but not limited to subscriptions, backup services, and hosted offerings

Qualifications

• Passion for customer satisfaction or customer relationship management
• Passionate about learning what IT services and solutions can do for you
• Ability to organize and retain information; Detail-oriented and highly organized
• Exceptional problem-solving and critical-thinking abilities
• Enjoys work with others in a collaborative environment; Ability to resolve conflict
• Familiarity with IT MSP operations and technologies is a plus.
• Excellent communication (active listening), negotiation, and presentation skills

At Greene IS, we are committed to fostering a customer-centric culture and delivering exceptional IT services. As a Customer Success Manager, you will be at the forefront of ensuring our customers’ success and satisfaction while driving the growth of our business through customer retention and strategic engagement.

Preferred

• Experience working with MSP (Managed Service Provider), Telco Provider, or IT Reseller
• Familiar with ConnectWise, Microsoft Teams, Planner,

Work Location:

• Hybrid
• Ideal candidate is local to the Seattle/Western WA area and willing to travel to client office locations if needed.

Benefits

• 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• Flexible schedule
• Health savings accounts
• Paid time off
• Professional development assistance

Job Type: Full-time, salary

Salary Range: $70,000 – $100,000 per year