Customer Service Manager

Novatech is The Managed Office Provider, offering a comprehensive portfolio of IT, Print, Cloud, and Security solutions for organizations across the country. We are growing nationwide and expanding into new markets across the US. This growth has created additional opportunities for talented tech-minded individuals to join our team. Bring your career to Novatech and join our incredible team of Managed Office Experts.

Primary job function will be to maintain Novatech's Managed IT client relationships by working directly with Novatech operational teams and through the tools and mechanisms provided to you by Novatech over and above your technical duties.

We have a great opportunity for a Client Success Manager (CSM), supporting clients in Columbia, SC.

Your Job:

• Assist Client Service Manager with day-to-day needs
• Departmental projects
• Departmental policy documentation management
• Assist with communication initiatives in overall client base
• General Knowledge of IT best practices
• General network knowledge
• Initiating client relationship
• Customizing and presenting Managed IT support (MITS) Methodology Overview to customers via Kickoff meetings
• Ensuring clients understand MITS service and their role and responsibilities
• Documenting MITS schedules & milestones (Turn-ups, TAM Quarterly Reviews, Strategic Planning, etc.)
• Ensuring client understands how to utilize the MITS service (portal access, report incidents, meeting schedules, etc.)
• Facilitating completion of customer templates
• Closing out the turn-ups and transitioning to support
• Ensuring Novatech resources are informed of changes and deviations from standards
• Presentation skills
• Discovery
• Interviewing client resources of all levels
• Document/Report Development
• Compiling current IT data gathered from clients
• Analyzing client's current IT environment to best practices
• Identifying and documenting critical recommendations
• Prioritizing recommendations
• Analyzing alternative solutions and documenting comparative analysis
• Customizing templates for specific clients
• Using document development best practices
• Summarizing detailed data into executive summary and/or presentation
• Reviewing and analyzing reports (Dashboards, Network Health Reports, etc.)
• IT Policy general knowledge
• Documenting client meeting results
• Ensuring notes/correspondences are documented in the knowledge base
• Managing client relationship/Account Management
• Managing the client relationship
• Conducting monthly account reviews
• Developing actions plans based on monthly account review, analysis of reports, client satisfaction surveys
• Facilitating the completion of the annual c-level survey
• IT Strategic Consulting
• Developing IT strategies (high-level and detailed)
• Facilitating Strategic Consultation with Client C-level resources
• Eliciting & documenting Business objectives and strategy
• Eliciting & documenting IT objectives and strategy
• Compiling Client's Strategic Technology Plan
• Analyzing ROI
• Assisting client with their IT budget
• Quality Assurance (QA)
• Reviewing of documents to ensure they meet quality standards
• Ensuring best practices are considered and included in documentation
• Mentoring
• Sharing Best Practice knowledge and lessons learned
• Assisting and providing guidance, as needed
• Assisting in improving the Managed IT Support service
• Managing the deactivation of clients
• Understanding reason for client cancellation
• Attempting to reconcile client issue(s)
• Conducting and documenting exit survey
• Ensuring service is deactivated
• Creation of quotes based on recommendations

Commissions/Bonuses/SPIFS

Customer Success Managers are required to make recommendations to clients in the form of quotes which will be eligible to receive 15% of the gross profit for all parts/labor that is client approved, installed and paid for by the client. Commissions are payable on the final payroll of each month. Specific rules and conditions apply.

• Must be quoted by you and closed by you.
• Nothing any other Novatech representative quotes is commissionable to you.
• Items quoted at less than 15% are not eligible for commission.
• Upon resignation or termination all pipeline quotes and unsigned opportunities, regardless of status, are forfeited, except for qualified commissions payable within the final pay period.
• See attached Compensation Plan document for further details
• $100 monthly Technology stipend

Travel:

When traveling between assigned client sites, mileage must be thoroughly tracked daily and will be paid every other week. Novatech will reimburse mileage, parking, and tolls. Commuting miles will not be compensated. Commuting miles are considered as home-to-office, any job site-to-home, and any personal stops that would take you outside your normal travel patterns for that day. When going directly to a customer site from home, you can claim those miles as if traveling from Novatech.

You Bring to Novatech:

Novatech Offers:

• Market competitive salary based upon experience + commission based on performance
• Mileage reimbursement program
• Comprehensive benefit packages include medical, prescription, dental, vision, life insurance and other supplemental coverage.
• 401(k) plan with matching company contribution
• Generous Paid Time Off, Volunteer Time Off, Floating Holiday, Company Holidays, and Parental Leave
• $300 per year to contribute to achieving your personal wellness and fitness goals.
• Employee Recognition Program

Novatech provides equal employment opportunities (EEO) to all employees and applicants. We consider qualified applicants for employment regardless of race, color, religion, creed, national origin, sex, pregnancy, sexual orientation, gender identification, disability, alienage or citizenship status, marital status, genetic information, veteran status, or any other characteristic protected under applicable law.