Technical Client Success Manager
Santa Ana, CA, United States
Job Category : Non-Help Desk Service Delivery
Greystone Technology is looking for creative, self-accountable IT professionals to engage in our fast-paced, people-driven service model. Average IT people tend to be great at solving technical issues, but poor at understanding the true problems that need to be solved.
We’ve redesigned the way technology services are provided – from the ground up. We don’t start with solutions; we start with questions. Lots of them. Then we listen. Service providers have a well-earned reputation for sharing the answer before knowing the problem, resulting in businesses getting solutions they don’t need to problems they don’t have.
If you think differently, solve creatively, and love to connect with people, we want you to join our mission of digging deep and proving how meaningful IT services can be. It’s as common sense as it is revolutionary.
We are looking for a Technical Client Success Manager (in other companies your job title could be Customer Success Manager or Customer Advocate) with a strong technical or technical sales background to join our Client Success team to support our ResponsiveCare clients. The Technical Client Success Manager is responsible for client relationship support, managing client outcomes by collecting and analyzing data, recommending technical solutions and building roadmaps, creating retention strategies and delivering feedback to clients. This role can be in Denver, Boulder or Fort Collins, or Southern California.
Core Responsibilities
Acts as support and escalation point for client support teams within the company, protecting revenue and relationship.
Manages strategic engagements for assigned client group
Lead technology planning discussions with the client, using technical sales or technical support background to help shape proposed solutions.
Provide support to Client Success in strategic engagements by identifying and creating Professional Services opportunities.
Act as a subject matter expert on our services and solutions, providing technical guidance on purchase decision to the client.
Provide insights and reporting to clients to ensure that they get the most out of the service, and team members to ensure client initiatives are effectively supported.
Plan and facilitate new client onboardings, strategy meetings, and other initiatives in support of service teams.
Collaborate with service line leaders and client support teams to assist with renewals and expansion opportunities.
Preferred Skills & Experience
Strong Business and Information Technology knowledge
In depth knowledge of modern Microsoft technologies
Previous Managed Service Provider experience
4 + years of related technical support or technical sales experience
Cloud solutions knowledge experience
Knowledge of networking principles, what they mean, and how they interact (TCPIP, DNS, DHCP, Lan/Wan)
4 + years in client success or a related field
Demonstrate delivering exceptional client experiences and maintaining client relationships
Ability to engage in consulting by understanding client pain points and providing solutions
Awareness of market trends, competitors, and emerging technologies to stay innovative within the industry
Professional confidence and experience communicating at all levels of an organization
Ability to quickly change tasks and focus on priority items
Excellent verbal and written communication skills
Degree in Business, Information Technology, Computer Science or equivalent experience
Certifications in the following areas are a plus
Preferred Attributes
Great attention to detail and a high level of organization
The desire to work as part of a team
Critical thinking aptitude
Empathy for our clients and team members and their circumstances and a desire to help them
An aptitude towards service
Openness to feedback
Ability to learn from experience
Physical Requirements
Work is primarily knowledge-worker oriented using computer systems. Occasional exertion and lifting of up to 20 pounds to move office or computer equipment. Occasional crawling, kneeling, and squatting. Constant use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures; views computer constantly. Occasional travel (car). Occasional exposure to outdoor environmental conditions as a result of travel.
We are proud to be recognized as one of the top workplaces in Denver. In fact, it’s Greystone Technology team members themselves who say our company is a great place to work. We’ve created an inviting workspace that fosters a culture of collaboration, inclusion, innovation, and excitement.
Some of the things our team members enjoy, include:
Competitive wages | The compensation is expected to start at $75,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.
Hybrid work environment. We encourage our team members to work where they are most effective whether it is at home, the office, or at a client site.
Gas card. Fill up your tank on us while you're out visiting client sites
Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer matching
Maternal and paternal leave
Very generous paid time off program that is unique to the IT industry
Sustainable work-life balance and flexibility
Yearly work anniversary rewards
Fun company events, including chili cook-offs, annual company photoshoots, monthly team events, cup in hand kickball league, and more!
We’re looking for smart, highly skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent. Come as you are and apply today!
How to Apply:
How to Apply for Internal Role:
Interested in another role at Greystone? Please review the following guidelines to successfully apply for an internal role. Before applying, kindly inform your leader of your intention to pursue the role. Craft and upload a concise cover letter, articulating your interest in the role at Greystone and highlighting what you’ve accomplished in your current position at Greystone. Add some of your flare into the cover letter! Skip the resume this time; we've got it covered. Once you hit submit, our People team will reach out. We're thrilled about the potential growth opportunity for you!
Afraid you’re missing a technological requirement? Apply anyhow. We’re probably okay with teaching you some stuff if you’re as obsessive about customer service as we are.
Greystone Technology is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Greystone recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
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