Customer Success Manager

Cyber Advisors Inc, (CAI) located in Maple Grove, MN, is looking for a Customer Success Manger. CAI is a steadily growing IT managed services provider (MSP) business that specializes in a very high-quality, customer-focused approach to designing, managing, and maintaining our customer's IT environment. We have invested a tremendous amount of time to develop our technology, processes, and support platform. We are now adding to our team of outstanding individuals to help in our growth. Come grow with us!

Apply

Cyber Advisors, Inc. has been the recipient of multiple Top Companies to Work For awards by both Twin Cities Magazine and Star Tribune. Come and join a team where we solve a wide array of technology tasks, build individual skill sets, and have a good time doing it! We are looking to add a Customer Success Manager to our team. Cyber Advisors provides employees opportunities for growth and learning while servicing a dynamic customer base. Our customers depend on us as their technology consultants and you will be expected to play a major role in our growth and success. You will also build your own skill set as you are exposed to many different types of applications, environments, and platforms.

Roles and Responsibilities:

Customer success is vital to our long-term profitability and growth. This role includes responsibilities for Customer Success activities (e.g. on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g. new service and product sales opportunities, etc.).

A Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The position will work closely with customers to ensure they are satisfied with the services they receive and to improve upon any areas of dissatisfaction.

The Customer Success Manager must be knowledgeable in all Cyber Advisors’ products, processes, and services. This role is not specifically focused on making sales, but rather on making sure the current services and processes work towards the improvement of our clients.

This position will closely align with the sales team when new accounts are acquired to ensure proper expectations and delivery of our services are met. From there, the Customer Success Manager will become a resource to ensure customers are getting the ultimate value from Cyber Advisors’ services.

This role’s performance will be measured by external and internal surveys, communication skills, customer follow-up, task completion, documenting opportunities, and the ability to meet and exceed defined targets.

Customer Success Responsibilities:

  • Interact daily with customers to build relationships and drive adoption. Ultimately, they will be the customer’s trusted advisor and advocate for customer success.
  • Gather feedback from the customers and analyze customer data to identify the best practices.
  • Manage client surveys and drive engagement. Work with the Director of Customer Success to communicate areas of improvement, as appropriate.
  • Support teams with new client onboarding activities and setup on our managed platforms.
  • Conduct regularly scheduled meetings with customers to ensure the goals are being defined and met.
  • Be responsible for driving customer participation through webinars and online meetings.
  • Work with Account Executives on customer satisfaction concerns, as appropriate.
  • Ad-hoc projects that are given by the Director of Customer Success.

Qualifications:

  • Problem Solver: They will be tasked to solve user problems, and many of these problems will be of a critical nature and need to be resolved quickly.
  • Knowledge of information technologies, consulting, and managed services practices.
  • Excellent Communicator: They can communicate quickly and effectively in person, over the phone, through email, and chat sessions.
  • Technical aptitude and ability to learn new skills.
  • Needs to be highly organized.
  • Ability to work well in a team setting.
  • Energetic and Creative: Energy and enthusiasm are their hallmarks; this person loves the creative process and thinking “outside the box”.

Education and Certifications:

The successful candidate will hold:

  • Experience with Customer Relationship Management (CRM) software such as Microsoft Dynamics and ConnectWise.
  • Bachelor’s degree in computer science or a related field.
  • Minimum of 2 years in a customer satisfaction field, client relationship management, sales, account management role or similar.

Benefits:

  • Highly competitive pay based on experience and skills
  • Great opportunities for career advancement
  • Employer paid Health and Dental Insurance for CAI employee
    401k with employer matching
  • Disability and Life Insurance
  • Bonuses eligible
  • Vacation and PTO