Client Success Manager

Position Guideline Summary

• As a Client Success Manager, you play a pivotal role in our clients' success. You will be charged with ensuring
• client retention while also uncovering areas of growth that are mutually beneficial for our clients and NetGain.
• This role is about forging strong relationships, understanding the unique IT environments of each assigned client,
• and being the bridge between our clients’ needs and our company’s goals. At NetGain, we only win as a team,
• and this position is a key linchpin. This position will report to the VP of Client Success.

Key Responsibilities

1. Onboarding: Manage the client onboarding process from contract endorsement to the first executive

business review and beyond.

1. Contract Management: Seamlessly manage the client journey with responsibility for the full client

• lifecycle, including renewals and price increases. Must be able to utilize internal CRM and other relevant
• software to document and facilitate this process. A successful candidate will possess a keen attention to
• detail and a sense of urgency to facilitate timely and accurate client tracking, reporting, and
• documentation management for all clients.

1. IT Consultation: Engage with clients to understand their business objectives and how IT can support

• those goals, guiding them in drafting a long-term IT roadmap and budget. Create and oversee strategic
• plans, presenting transformative IT solutions that elevate how clients conduct their business.

1. Client Reviews: Conduct executive business reviews (EBRs) and constantly have a pulse on the client

relationship.

1. Communication: Engage proactively with key client decision-makers, ensuring their needs are addressed

and expectations are met.

1. Cross-departmental Champion: Work with Marketing, Sales, Finance, and Operations to ensure our

• clients are not only happy with our services and support but serve as promoters of the business. Will
• work closely with Operations team to help facilitate client escalations and trouble tickets. Will work
• closely with Sales team as growth opportunities arise that are mutually beneficial. Help drive attendance
• to client appreciation events, encourage participation on online review forums, etc.

Skills & Qualifications

• Interpersonal Skills: Must possess exceptional interpersonal abilities, including self-motivation and a

passion for leading and delivering top-notch IT solutions.

• Communication: Must have excellent oral and written communication skills, with an established history

of executive-level/C-suite engagement and relationship-building.

• Conflict Resolution: Our partners will come to you with issues, and you must have the confidence to

engage the right resources and think strategically to come up with the best path forward.

• Adaptability: In a rapidly evolving, and high-pressure environment, the ability to adjust to shifting

priorities and client needs is a must.

Experience

• Proven background working with SMB market clients, especially those in executive roles.
• Sound knowledge of IT essentials. We don’t expect you to be the engineer with all the answers for all

• client issues – we have those. We do expect you to ensure that your clients’ needs are taken care of and
• that you help facilitate the right company resources to do so.

• Previous experience in client success, account management or consultative selling role is beneficial.

Core Values

• These are table stakes for us at NetGain. Our Core Values guide every decision we make. This role is meant to
• create an experience that supports the values and goals of NetGain and fosters a one-of-a-kind service
• experience for our clients.
• ? People First
• ? Above and Beyond
• ? Continuous Improvement
• ? Extreme Ownership
• Come Grow With Us!
• Join NetGain Technologies and be part of a team that values talent, technology, and has a passion for driving
• growth. Embark on a journey where you not only grow professionally but also make a significant impact on the
• SMBs that fuel our local communities.
• We encourage you to apply even if you feel that you do not meet all the above qualifications. Frequently cited
• statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the
• qualifications. NetGain Technologies encourages you to break that statistic and to apply. No one ever meets
• 100% of the requirements. We look forward to your application!
• NetGain Technologies is an equal opportunity employer.