Client Success Manger

ABOUT SOURCEPASS:

Since Sourcepass was founded in 2020, we’ve been transforming how businesses experience IT. As a national managed service provider (MSP), we deliver far more than tech support. We help companies align their technology with their business goals, reduce risk, and unlock new levels of efficiency. Whether it’s a fast-growing startup or an established enterprise, Sourcepass provides the expertise, scalability, and human touch to help our clients thrive in a digital-first world. Sourcepass is owned and operated by technology, security, and managed services experts who are passionate about delivering an IT experience that clients love.

POSITION SUMMARY

As a Client Success Manager, you are our clients’ advocate within Sourcepass. Clients will reach out to you for a number of different reasons; to purchase new IT equipment, to escalate a service request, to discuss a new technology initiative within their organization, or to ask for a recommendation related to technology. In cases where you don’t know the answer, you’re the quarterback of the request, bringing in the right resources from within Sourcepass and ensuring the client receives the answers they need. Above all, you are managing the relationship with each of your clients and are working to ensure their experience with Sourcepass is a great one.

This is a hybrid position that requires regular travel to client locations throughout the Connecticut and Massachusetts (CT/MA) region.

RESPONSIBILITIES

• Assist clients with reaching the right team members within Sourcepass as part of incident management process.
• Develop strong relationship with key client contacts
• Execute on proactive client strategy activities, including annual technology assessments, development of IT budgets, tactical review calls, and staff surveys
• Internal quarterback for client escalations scaling across multiple departments
• Assist clients with management of vendor relationships, such as ISP services as part of office moves
• Address client questions with regards to ongoing invoicing
• Develop plans/scopes for the creation of client quotes, working in tandem with Solutions Engineering Team.
• Handle all training of clients as part of new client onboarding and changes of client point of contact
• Train clients on the use of core technologies, such as the Microsoft Office 365 Suite
• Raise red flags with regards to at risk clients
• Manage open opportunities and closing of opportunities working with client contacts
• Work with client contacts to develop referrals for new business