MSP Account Manager

FUSE3 is a Managed Service Provider in the Sacramento region. We pride ourselves on solving problems for small to mid-size businesses. We are always accepting resumes and inquiries from dedicated people who want to work in a fast-paced industry for a company with a family culture.Client Success ManagerThe Client Success Manager will ensure that our clients are getting the full value out of their investment in FUSE3 and help provide the highest level of quality service through managing client expectations. The CSM is also responsible for driving additional revenue and profit through upselling products and services to existing and new clients.Basic Functions:Develop strong relationships with key personnel at targeted managed accounts to create a technology roadmapMeet with clients in person and by phone to develop profitable opportunitiesSchedule and follow the FUSE3 QBR/vCIO processTroubleshoot and Quality Assure the Client experience for all ClientsAttend events as directed to promote the brand and value proposition of FUSE3 to Clients and prospectsWork closely with the Business Development Rep to establish a Sales CSM culture for optimizing long-term Client relationshipsWork closely with the Business Development Rep to manage the transition of new Clients to account management as neededWork closely with the client's team lead for needs review and solution designParticipate with FUSE3 management in the creation and implementation of detailed strategic and tactical initiatives to optimize the impact of the CSM roleCommunication with clients, keeping them informed of incident progress, notifying them of impending changes, or agreed on outagesWork with vendors/partners as needed to resolve client issuesMaintain all aspects of the opportunity pipeline and deliver quotes and close sales on a timely basisDocument all client issues, meeting discussions and requests/concerns, and develop a plan to address until the client is satisfied that their issues have been successfully addressedAdditional Duties and Responsibilities:Maintain a high level of client satisfactionWork in a team and communicate effectivelyManage clients licensing and inventoryDevelop in-depth knowledge of the service catalog and how it relates to customer's needsAddress and help resolve and service issues that may ariseBusiness awareness: specific knowledge of the customer and how IT relates to their business strategy and goalsRegularly document processes and procedures related to duties and responsibilitiesResponsible for entering time and expenses in ConnectWise as they occurMaintain certifications required for the positionQualification:Interpersonal skills: such as telephony skills, communication skills, active listening, and customer careComfortably discuss technical issues and offer suggested solutionsAbility to multi-task and adapt to changes quicklyAbility to de-escalate the situationUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast-moving environmentManaged Service Provider experience is highly desiredThe statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.