Join an award-winning managed services provider in Richmond Hill with a nation-wide presence. We are looking for a Customer Success Manager to be responsible for managing the business relationship between MBC Managed IT Services and 20-30 mid-market accounts. This role would also include the occasional prospecting and acquisition of potential net-new clients to add to the MBC customer base. The candidate should have an inherent passion for technology and have experience selling Managed IT Services to small and medium-sized businesses in Toronto.

Responsibilities:

Maintaining the Business Relationship between MBC and a dedicated book of active customers
Providing MBC clients with a Delightful IT experience throughout the customer lifecycle
Working closely with a dedicated vCIO resource to provide MBC customers with insightful strategic guidance and annual technology road mapping
Coordinate with various internal teams (Service Desk, Escalations, NSOC, Project Delivery) to provide MBC clients with a seamless customer experience across different service delivery units
Maintain customer contracts and service agreements; ensuring renewals and pricing updates as needed
Maintain customer information, opportunities, sales cycle and communication on Salesforce.com CRM
Keeping up-to-date in latest business technology offerings in the mid-market; with a particular focus on the Microsoft suite of technologies and associated pricing
Keeping up to date at a high level of the latest technology security offerings in the mid-market
Communicating with internal teams to understand customer’s technical challenges and build / sell project solutions to best address said challenges
Act as primary point of contact for any customer service or billing issues faced by clients under the CSM’s portfolio
Working with the Service Desk, Technicians, and Solutions Engineers to generate opportunities for new hardware, software, licensing and project sales/services for existing clients

Qualifications and Skills:

Someone who is passionate about IT, IT security and overall technology solutions designed to enable better business
3+ years experience selling Managed Services solutions to mid-market clients
Ability to communicate and work with both technical staff and non-technical clients and staff
A self-starter who likes to take initiative and bring new ideas to the table on improving process efficiencies
The ability to learn, adapt and adhere to existing Account Services processes
Strong negotiation skills
Proven ability to architect (from a business perspective) and see through complex technology solutions
Exhibit solid communication skills, both written and verbal with the ability to communicate and articulate technical information into layman terms
Initiative and organizational skills
Strong results orientation