Client Solutions Manager (Customer Success Manager)

Ready to Elevate Your Career in IT Infrastructure? Join IT By Design!

Industry: Managed Services, IT Infrastructure, IT Support

We’re a global leader in providing end-to-end IT solutions, including 24/7 Helpdesk support, SOC, NOC, Cloud Security, and Business Continuity services. With our headquarters in Jersey City, New Jersey, and a growing presence in the Philippines, we’re looking for passionate individuals to join our team and help us drive customer success.

What You’ll Do as a Customer Success Manager:

As a key member of our team, you’ll own the customer experience, building long-lasting relationships while ensuring clients receive unmatched value from our services. Your focus will be on customer satisfaction, problem-solving, and identifying opportunities to strengthen partnerships.

• Build Strong Client Relationships: Act as the main point of contact for key stakeholders, understanding their needs, and tracking account activity. Foster trust and engagement at every touchpoint.
• Lead Collaborative Conversations: Organize and facilitate meetings with clear goals and actionable next steps. Work closely with internal teams and client organizations to resolve issues and implement tailored solutions.
• Drive Quality & Continuous Improvement: Ensure work quality is consistently high, identifying and implementing ways to improve processes and elevate the customer experience.
• Communicate Product Value: Serve as the expert on our product line, effectively communicating how each solution meets customer needs and delivering benefits.
• Proactive Problem-Solving: Take ownership of client challenges, anticipating their needs and resolving issues with speed and precision to exceed their expectations.
• Smooth Knowledge Transfer: Support the transition of knowledge between internal teams and client admins to ensure seamless collaboration.
• Escalation Point & Customer Advocate: Be the escalation point for critical issues and ensure timely resolutions by collaborating with cross-functional teams.
• Prepare for Business Reviews: Organize and facilitate quarterly and bi-annual business reviews, driving alignment between client needs and our offerings.
• Spot Revenue Opportunities: Build strong relationships and continuously engage clients to identify and pursue revenue growth opportunities.

What We’re Looking For:

• US Account Management Experience: You’re comfortable managing accounts and relationships with US clients and understand the dynamics of the market.
• Relationship-Driven: You excel at building meaningful, long-term relationships with clients, always keeping their best interests in mind.
• Excellent Communicator: You have outstanding communication skills — you can clearly articulate complex information and ideas to clients, both verbally and in writing.
• Sales-Focused: You understand cross-selling and up-selling, spotting opportunities to provide customers with more value through additional solutions.
• Business Acumen: You make decisions based on results and sound business judgment, always with an eye on the bigger picture.
• Problem Solver: You’re the “figure it out” person. When challenges arise, you approach them with a can-do attitude and the determination to find a solution.