[Hiring] Senior Client Success Manager @ADVANCED NETWORK MANAGEMENT INC

Role Description

ANM is seeking a Senior Client Success Manager to join our exceptional team.

The Client Success Manager (CSM) is a customer-facing, strategic position, responsible for the retention and growth of client accounts, driven by exceptional client experience. Serving as the client’s trusted advisor, the CSM helps align ANM Managed Services with the client’s business goals, priorities, and future initiatives. The CSM also collaborates with internal teams and departments to enhance the overall delivery of our Managed Services offerings.

What You Will Do

• Support Managed Services client relationships:
  • Develop trust and a healthy relationship with your clients and serve as one of the main points of contact within the business.
  • Ensure the delivered services align with the client’s business goals and requirements. For any gaps, the CSM will work with the internal teams to bridge those gaps.
  • Provide regular updates to clients and develop open, effective communication paths that facilitate excellent client service and business development opportunities.
  • Assist in driving internal initiatives to the client – tools usage, survey responses, etc.
  • Manage clients’ health and create corrective steps as needed.
• Be the client’s trusted advocate & build trust:
  • Serve as the client’s advocate by building trust and transparency with clients.
  • Demonstrate excellent client services by acting as an escalation resource, understanding client problems, collecting client feedback, and driving continuous improvement.
  • Demonstrating problem-solving capabilities as it relates to satisfaction, remaining respectful and understanding during escalations, and coordinating with internal ANM teams to ensure customer success.
  • Create and present business reviews with the client to align services with the client’s goals and ensure they’re aligned with expectations.
• Coordinate service delivery and expansion:
  • Coordinate with solutions architects and account managers to identify opportunities for expansion within client accounts.
  • Work with account managers on renewals and escalate contracts to leadership before they expire.
  • Assist with scoping new opportunities and proposals.
  • Manage the client life cycle, assist with client true-ups and the onboarding/offboarding of services.
  • Assist with monitoring KPI’s and delivering against Managed Services Service Level Agreements.
• Internal Operations:
  • Assist with the maintenance of client documentation utilizing company tools and processes while assuming the role of account expert as it relates to Managed Services and potential client needs.
  • Manage High-Priority Incident Management.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 5+ years of experience in client-facing roles.
• Self-starter with ability to build relationships, manage customer satisfaction, and implement internal changes.
• Experience working as a service provider delivering technology services.
• Excellent verbal and written communication skills.
• Ability to work collaboratively as part of a team.
• Ability to work independently with minimal direction.
• Project management experience; strong analytical skills including use of Excel and PowerPoint, and the ability to manipulate and analyze data.
• Strong presentation skills a must; development and presentation of content.
• Ability to manage multiple sites, people, and projects simultaneously while meeting deadlines is necessary.
• Knowledge of IT services, products, and IT consulting.
• Strong interpersonal and organizational skills with a high attention to detail and sense of urgency.

Requirements

• 5+ years in a customer-facing role.
• Background in IT service and product delivery.
• IT Managed Services experience.
• Expert level skills utilizing managed services toolsets and knowledge worker applications/productivity tools such as ServiceNow, Salesforce, and ScienceLogic.

Benefits

• Medical, Dental and Vision Insurance.
• Life Insurance; Short-Term and Long-Term Disability.
• 401(k) Retirement Plan.
• Paid Time Off.
• Flexible Spending Account.
• Employee Recognition Rewards.
• Career training geared toward professional growth.
• The anticipated base salary range for this position is $120,000 - $130,000 annually.
• Actual compensation may vary based on experience, qualifications, and geographic location.
• [Bonus] or [Commission] eligibility may apply for this role. Details will be discussed during the hiring process.

Company Description

ANM is a leading IT solutions provider helping organizations secure, connect, and transform their technology environments. For more than 30 years, ANM has partnered with clients to design, procure, deploy, and manage solutions across networking, cloud, cybersecurity, data center, and modern workplace technologies.

Built on deep engineering expertise and trusted partnerships, ANM delivers practical solutions that reduce risk, simplify operations, and support long-term growth. From consulting and architecture to implementation, managed services, and lifecycle support, ANM helps clients move forward with confidence and stay prepared for what’s next.