Client Success Manager

Right Networks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning around-the-clock US-based support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms and technology companies. More than 10,000 accounting firms and 60,000 SMBs count on us to run their business every day.

We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview

The Client Success Manager is a highly proactive and driven IT account manager that engages with accounting professionals to deliver results. The manager is responsible for managing the life cycle of the firms following the project implementation to the date of renewal. The position focuses on developing lasting relationships with Right Networks Custom Cloud clients by providing excellent service and user experience. The position focuses on two main aspects: references and retention inside the Right Networks Custom Cloud.

This is a remote work position.

Responsibilities

As a Client Success Manager, your role in the Right Networks organization will be to provide an extremely high level of service and leadership to our clients. Ultimately, your efforts will be essential in providing a positive experience to our clients. A Client Success Manager will:

• Have regular contact with firm admins or partners
• Make recommendations to the firms for software and hardware purchases
• Ensure the Right Networks Custom Cloud experience is stable and consistent for their firms
• Communicate with Right Networks internal teams (Service, Application, Project, Infrastructure) to deliver resolutions to clients
• Show our clients that they are valued and appreciated
• Be responsible for having an in depth understanding of the Right Networks procedures and processes
• Be the voice of the customer
• Day-to-day activities include keeping a pulse on our clients
• Guide escalation process where necessary through the proper support channels
• Manage client communication via weekly updates, status page, and email
• PR, write up root cause analysis, and communicate effectively with clients on outages
• Monitor LUN and SQL space for clients on a daily basis
• Assist in hardware purchases
• Manage client projects such as ISP transitions, firewall conversions, new software implementation
• Any additional tasks required to ensure the client has a positive experience
• Assist other departments as needed
• Complete special projects and tasks assigned by management

Requirements

• 4-6+ years of account management experience in the IT industry or related experience
• Excellent communication, time management, decision making, presentation, and organization skills
• Ability and desire to learn Right Networks processes and technologies
• Knowledge of the accounting industry, as it relates to the services and products offered by Right Networks is desired
• Understanding of various technologies such as Citrix, Microsoft, Dell, Network Monitoring systems, etc
• Bachelor’s degree in business management or equivalent
• Proactive – take initiative to resolve issues and communicate with the client
• Reliable – follow through, do what you say you will do
• Over Achiever – go over and beyond what the client expects
• Communication – be able to discern between customer perspective and Right Networks perspective, client is always right
• Team work – Must be able to work with your team in such a way as to build one another up
• Tenacity – Diligence to find the right answer/solution even when it is not easily apparent
• Compulsive organization
• Ability to handle difficult situations and client frustration while maintaining composure
• Every Client Success Manager will be required to have ongoing, routine calls with clients
• Every Client Success Manager will be required to provide qualified references every month to the Sales Team
• Renewals- delivered in a timely fashion, and a 97% close rate
• Feedback from clients about their CSM should be positive

Up to 25%, but travel for a Client Success Manager will be at their discretion. It is encouraged to visit each client every 2 years. This is dependent on the territory. A travel budget is included. The objective of these visits is to further develop the relationships and create renewals.

Failure to meet any performance measurement for 2 months in a row will result in a performance plan that will be designed to help the CSM improve. Failure to improve while on a performance can lead in disciplinary action up to and including termination. (see accountability matrix)

Benefits

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer!

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.