Customer Success Manager - IT and Cybersecurity
About Concertium Concertium is one of the fastest growing Managed Security Services Providers in Tampa Bay. At Concertium, our mission is to be the most trusted provider of end-to-end managed IT and cybersecurity solutions in the industry. We aim to form long-term relationships with our customers and provide transparent, customized services that drive tangible business results. If you love working with C-suite and executive business leaders to help them make the right technology decisions for their future, then this role is for you. At Concertium you will find a career, incredible teammates, and a purpose-driven culture. Job Details We’re looking for a Customer Success Manager (CSM) to manage the business relationship with clients ensuring high satisfaction and engagement. The CSM’s role is to oversee a portfolio of assigned customers, develop new business from existing clients and actively seek new sales opportunities. The CSM will advise clients on the best products and solutions to solve their cybersecurity and technology needs, as well as serving as their personal client representative. In this position, you will proactively reach out to clients providing solutions to solve problems. Roles \& Responsibilities: Serve as the lead point of contact for all customer account management matters. Manage/reconcile customer account related licensing You will become a trusted technical advisor, guiding clients through developing their technology strategy and helping them achieve their vision. Conduct periodic technology business reviews (VIP/TBRs) and planning meetings with clients – approximately 1-2/week. Develop and maintain forward-looking IT roadmaps and technology budgets 24-36 months out. Identify business risks and develop solution strategies with senior engineers and architects. Manage, document, and forecast key account metrics (quarterly sales results, future projects, orders and contracts). Review all open projects with the client; deliver new project proposals as necessary with the assistance of Primary Engineers and Architects. Ensure high quality support services are provided, in a timely manner. Maintain a consistent on-site (remote if required by customer) meeting schedule for all clients. Effectively collaborate with internal and external stakeholders for the successful design, scoping, and pricing of projects. Provide quotes and take orders for projects or contracts that further the client technology strategy. Monitor account profitability, manage contract renewals and negotiates pricing. Effectively escalates C-Level concerns and follows-up to make sure that the client is satisfied. Set and manage client expectations. Communicates status of open strategy items consistently and effectively. Documents and track all client contact activities. Participates in daily huddles and weekly team meetings with staff. Qualifications: Familiarity and understanding of complex IT environments – 5+ years. Experience working in fast-paced technology environment, prior MSP experience is a plus. Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role. Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level. Continuously increases knowledge required to perform in an ever evolving and complicated environment. Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively. Extremely proficient in Microsoft Office Suite or related software program. Experience with ConnectWise Manage/Sell Extremely organized with great attention to detail. Ability to manage time effectively in a dynamic environment. Ability to learn quickly and to creatively solve new problems. Ability to act as a team player. Education and Experience: At least five years of related experience. Additional technical or industry certifications a plus. Security industry certification a plus. What We Offer: Great security portfolio and differentiation Team environment with hands-on support Company-paid Medical in addition to Dental/Vision options. Flexibility to work from office or from home (or both) High-powered laptop Frequent company and social outings Generous Vacation/Personal/Holiday/Sick Time Off including floating birthday day. 401(k) Short- \& Long-Term Disability Basic Life \& Accidental Death Insurance Tuition Reimbursement Employee Referral Bonuses Health Care/Dependent Care Flexible Spending Accounts Concertium values diversity in all its forms and recognizes that our differences, including background, experiences, skills, and perspectives, make us unique. We strive to cultivate an inclusive environment that celebrates diversity and fosters collaboration. As an equal opportunity employer, Concertium is committed to providing fair and equitable employment opportunities for all individuals, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other basis protected by federal, state, or local law. We firmly believe that diversity is essential to our success, and we welcome and encourage all qualified candidates to apply. Ready to start a career with a company who cares about your future? Apply today! Job Type: Full-time Pay: $75,000.00 - $85,000.00 per year Benefits: 401(k) Dental insurance Employee assistance program Flexible schedule Health insurance Health savings account Life insurance Paid time off Vision insurance Work from home Experience: Customer service: 5 years (Preferred) Work Location: Hybrid remote in Tampa, FL 33602