Professional Summary
Ambitious and results-oriented IT professional with years of experience managing client relationships and driving growth. Proven track record of being the primary point of contact for enterprise-level organizations, delivering exceptional client value, and facilitating renewals and cross-selling opportunities. Strong communicator who excels in collaborative settings and is dedicated to fostering long-term partnerships that lead to client success.
Experience
MSP (2022- Present)
Client Success Manager
- Collaborate effectively with internal teams-including sales, service, and product development-to deliver tailored solutions, identify up-selling opportunities, and exceed growth quotas.
- Manage the client renewal process, ensuring timely updates to agreements in cooperation with the Contracts Team, while focusing on contract renewals and increasing account value.
- Recognized for my enthusiastic approach and ability to resolve client concerns efficiently while promoting product offerings that enhance network security.
- Act as the primary point of contact for assigned customers, establish and maintain relationships with key decision makers, and guide them through onboarding, adoption, and ongoing support.
- Conduct regular business reviews (Client Success Plans) to develop a deep understanding of the clients technical stack and business objectives.
- Identify and communicate opportunities for the client to successfully consume products and services and provide tailored solutions that align with their needs.
- Advocate for the client by collaborating with internal teams to address issues, share feedback, and improve the customer experience.
- Provide timely action and responses to ad-hoc client requests and questions related to service offerings, products, projects, and billing.
- Handle escalations effectively, ensuring timely resolution of client concerns while maintaining strong relationships.
- Identifies at-risk client relationships and collaborate with internal team to identify issues and implement solutions and “get well” plans to remedy client concerns.
Education
- Associate of Applied Science in Information Technology and Networking
Skills
- Client Relationship Management
- Growth Strategy Development
- Cross-Selling and Upselling Expertise
- Communication and Collaboration
- Technical Support and Troubleshooting
- Microsoft Active Directory and Exchange
Certifications and Training
- Continuous training on SaaS solutions and IT management strategies.
- Participation in industry-specific webinars and seminars to stay updated on best practices.
