Client Success Manager

4 weeks ago

Cape Town, South Africa Castlerock Managed It Services Company Full time

Client Success Manager Join to apply for the Client Success Manager role at Castlerock Managed IT Services Company. Location: Cape Town, Western Cape, South Africa. Employment type: Full-time. Responsibilities Building and maintaining long term relationships with current client base. Understanding current client's business and objectives. Assessing clients' needs by conducting regular meetings, including QBR's. Identifying opportunities for upselling and cross selling additional services. Collaborating with technical teams to align services with client needs. Managing contracts and service level agreements to ensure compliance. Handling contract renewals, negotiations and amendments as needed. Addressing client concerns and issues promptly and efficiently. Monitoring service delivery to meet agreed upon services. Ensuring services are delivered on time and within budget. Keeping clients informed about service updates, enhancements and new offerings. Acting as clients advocate within the Castlerock Team. Educating clients about new technologies, best practises and industry trends. Conducting client satisfaction surveys and acting on the feedback received. Identifying potential risks and challenges that could impact the client's satisfaction or the MSP's ability to deliver services. Be the first point of escalation for client issues and concerns. Qualifications 3-5 years' experience in a similar role within the MSP industry. Solid understanding of core MSP offerings, including Managed Infrastructure (Servers, Workstations, Networking), Cloud platforms (Microsoft), Backup & Disaster Recovery solutions (Datto, etc.), Remote Monitoring & Management (RMM) tools, Professional Services Automation (PSA) tools (e.g. Autotask), Cybersecurity essentials (MFA, Firewalls, Endpoint Protection). Familiarity with ticketing systems, escalation paths, and SLA metrics. Ability to translate technical service reports into client-friendly summaries. Experience in upselling and having sales targets within KPI's. Excellent communication skills, including the ability to explain technical terms to non-technical clients. Strong problem-solving ability. Ability to ensure client satisfaction, retention, and the overall success of the MSP-client relationship. Own vehicle and cell phone. #J-18808-Ljbffr

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