Customer Success Manager

Description

The Customer Success Manager is responsible for cultivating and maintaining strong relationships with Trapp

Technology and ArmorPoint customers. The position serves as the primary point of contact for assigned accounts,

accountable for understanding their needs, and collaborating with internal teams to deliver

outstanding service. This role requires a strategic mindset, excellent communication skills, and a

passion for ensuring client success.

Essential Duties:

• Builds and maintains strong, trusting relationships with assigned client accounts.
• Understands client objectives and works collaboratively to meet their needs.
• Develops account plans with key team stakeholders to achieve client goals and objectives.
• Identifies opportunities for account growth and upsells additional services.
• Conducts regular/frequent cadence meetings with assigned customer accounts to ensure
• services provided meet standards.
• Provides regular updates to clients on project status and performance metrics.
• Ensures governance on contracted services and manages scope of customer support requests.
• Proactively identifies potential issues and implements preventive measures.
• Works closely with internal teams to troubleshoot and solve problems.
• Gathers client feedback and uses it to enhance service delivery.
• Conducts client satisfaction surveys and implements improvements based on results.
• Prepares and presents regular reports on account performance. Uses data insights to make
• informed decisions and recommendations.
• Tracks assigned Customer Incidents and Service Requests and ensures the complete
• resolution by the Service Delivery team.
• Acts as the single point of escalation for Service Requests and ensures prompt and accurate
• communication with customers.
• Communicates with customers via Phone, Chat or Email mediums; keeping them informed of
• support request progress, impending change notifications or mutually agreed maintenance
• schedules.
• Maintains accuracy and completeness of Service Delivery Knowledge base.
• Participates in internal meetings and required trainings.
• Maintains a professional image and demonstrates an understanding of and follows all Company
• Policies and Procedures.
• Other duties as assigned.

Qualifications

• High School Diploma or GED equivalent, required.
• 2+ years of experience in the Computer Industry in a hands-on technical position.
• 4+ years of experience in customer service.
• 1+ years of experience in a leadership role, preferred.
• Self-motivated with the ability to work in a fast paced, technically advanced environment.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Ability to manage multiple tasks and deadlines in a fast paced environment.
• Technical awareness: ability to match resources to technical issues appropriately.
• Mid-level knowledge of computer and operating systems.
• Strong interpersonal and communication skills including active listening and customer-care.
• Service awareness of all organization’s key IT services for which support is being provided.
• Typing skills to ensure quick and accurate entry of Incident and Service Request details.
• Exceptional organization and time management skills.

Working Conditions:

The work environment characteristics described here are representative of those an employee

encounters while performing the essential functions of this job. This job may require handling objects

up to 10 pounds frequently and 20 pounds occasionally. While performing the duties described herein,

the employee is regularly required to sit; use hands and fingers to handle or feel in addition to talking

and hearing. The employee is frequently required to stand and walk. The noise level in the work

environment is usually moderate. Office environment is normally climate-controlled.

Management has the right to revise this job description at any time. The job description is not a contract for employment, and

either you or the employer may terminate employment at any time, for any reason. This job description is not intended to be an

exhaustive list of all duties, responsibilities, or qualifications associated with the job. May perform other duties as assigned.