Tech Heads, Inc. is a premier provider of innovative technology solutions, offering a comprehensive range of services, including managed infrastructure, managed cybersecurity, product reselling, and professional services. We empower businesses by delivering solutions that enhance operational efficiency, fortify security, and drive digital transformation.
Headquartered in Portland, OR, Tech Heads thrives on the expertise and dedication of its exceptional team. For 30 years, our success has been built on the foundation of talented individuals committed to delivering outstanding customer experiences. We are hyper-focused on problem-solving and delivering exceptional business outcomes for our customers through implementation, delivery and management of IT infrastructure, cloud solutions, and managed service programs.
The Customer Success Manager will manage our program customers and fully understand the business implications of these programs and have intimate knowledge of their features and benefits. They will also support customers targeted for our programs. They will work with all departments for overall service delivery and customer satisfaction. This position requires a highly motivated professional with a solid understanding of technology in the IT field as well as cybersecurity principles and concepts. This position is on-site at our headquarters in Portland, OR.
Responsibilities - Act as a point of contact for assigned customers
- Develop and maintain long-term relationships with customers
- Maintain relationship with customers for support, escalations, and operational management
- Manage change order process between customer delivery team and customer
- Maintain and track contractual obligations
- Manage customer account information
- Identify opportunities to grow business with customers, including upsell and cross-sell
- Coordinate with cross-team to ensure consistent service
- Develop and facilitate customer SBR's with customer delivery team
- Drive resolution of customer issues
- Service level reporting back to customer
- Align Tech Heads programs with customer strategic business objectives and stay on top of customer project initiatives and priorities
- Lead strategic discussions with customer and extended team
- Performs other duties, as necessary
Requirements
- Excellent written and verbal communication skills, strong client-facing
- Team player with a collaborative and flexible attitude
- Self-motivated and organized
- Ability to adapt to a fast pace, dynamic work environment
- Attention to detail, solid organizational skills, including multitasking and time-management
- Excellent problem solving, analytical, troubleshooting, and critical thinking skills
- Customer relationship management
- Customer-focused solutions experience
- Ability to strategize and work proactively
- Minimum 2 years of job-related experience
- 4-year degree, or additional experience in lieu of a degree
- Proficient in MS productivity and collaboration tools (Outlook, Excel, Word, Teams, PowerPoint, OneNote, OneDrive, SharePoint)