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Career Opening: Client Success Manager

What Accent Does

Accent Computer Solutions is a managed IT services provider, helping clients get the fast, friendly, frustration-free IT experience they need, so they can run their business without technology getting in the way. 

Our clients are headquartered in Southern California and range from small single-office companies, to nationwide multi-location organizations. They're in a variety of industries, like manufacturing, distribution, financial services, healthcare, logistics, HVAC, professional services, and many more.

This is a full-time role based in Southern California.

Why We Need You

This might surprise you, but delivering the best IT support has as much to do with great communication as it does with managing hardware and software. We want our clients to know that they always have someone to contact to find the answer to any question, and you’re that someone.

You’ll play a key role in developing and maintaining the client relationship. You’ll act as a conduit of information to both the client and internal teams, with the goal of providing the highest level of customer experience.  

What You'll Be Doing

erica story cta (3)The primary objective of the Client Success Manager (CSM) is to be a proactive customer service liaison for our clients while managing the health of the accounts. You'll be the main resource for clients for general questions and guidance on a day-to-day basis, so your days will be filled with communications via phone, email, and meetings.

This is not a technical position so you won't be the one working on hardware and software, however, you'll learn a lot about IT as you direct requests and questions to the service team.

Clients will look forward to contacting you, not just because they know that you can get the answers they need, but because they know you care.

Wonder what it's like to work in this role? Read Erica's story.

Essential Duties and Responsibilities

As a proactive service champion, you'll build relationships with key contacts and understand the nuances of their organization. You'll maintain consistent communication through regularly scheduled meetings alongside the Technology Advisors and other key team members.

You'll be the one who knows what's going on with the client, verifying and welcoming new users, and ensuring that teams are aware of changes within client companies. Clients will count on you to help manage vendor relationships as they relate to technology, such as internet service providers and application vendors.

As you conduct service reviews, carry out satisfaction surveys, and review tickets for bottlenecks, you'll look for ways to improve communication and client experience.

These Qualifications Are Necessary

Education and Soft Skills

  • Bachelor's Degree or higher strongly preferred
  • Account management & business process experience required
  • 5+ years of customer service experience preferred
  • Experience working in a fast paced environment
  • High comfort level with face to face interaction with senior leadership positions
  • Excellent oral and written communication skills
  • Strong ability to manage time effectively in a dynamic environment
  • Good analytic and problem solving skills
  • Ability to work independently with minimal supervision
  • Ability to work successfully with an integrated support team

Performance Requirements

  • Ability to learn quickly and adapt to a dynamic environment
  • Works effectively with other members of the organization to address client issues.
  • Participates in daily huddles and weekly team meetings with CSM staff.
  • Effectively escalates client issues and follows-up to make sure that the client is satisfied.
  • Participates in developing procedures and suggesting improvements to existing procedures.
  • Documents all contact with the systems or clients in the trouble-ticketing application and updates all information within the client knowledge base as appropriate.

Apply Today!

Our clients deserve the best, so we're selective about who joins our remarkable team. 

If you think your values line up with ours and you'd like to join the team, send your resume to techjobs@teamaccent.com