Kelley Create

Customer Success Manager

• Develop and maintain trusted professional relationships with assigned managed IT customers, business owners, executive leadership, and key decision-makers
• Assist vCIO staff with scheduling, preparing, and conducting Strategic Business Reviews and Quarterly Business Reviews
• Demonstrate the value of Kelley Create's products and services through performance metrics, service reporting, and reviews of completed technology initiatives
• Provide strategic technology advice and recommendations aligned with customer business objectives, operational requirements, and technology needs
• Develop, maintain, and update individualized technology roadmaps for assigned customers
• Collaborate with customers to establish and maintain annual technology budgets
• Identify and recommend technology projects improving productivity, operational efficiency, security, and regulatory compliance
• Educate customers on emerging technology trends, cybersecurity risks, industry developments, and relevant technology solutions
• Support change management initiatives and coordinate customer training
• Serve as an escalation point for customer service concerns and technical issues
• Monitor customer support tickets, quality assurance activities, and recurring service trends
• Maintain accurate customer records, technology roadmaps, strategic plans, and account documentation
• Maintain and grow monthly recurring revenue within assigned customer accounts
• Identify opportunities to expand use of managed IT products, services, and technology solutions
• Recommend hardware, software, licensing, cybersecurity, and professional services solutions
• Identify upselling and cross-selling opportunities
• Prepare and coordinate customer proposals, quotes, and technology recommendations
• Manage customer contract renewals, service expansions, and account growth opportunities
• Collaborate with sales to support customer retention and revenue objectives
• Coordinate transitions of newly acquired managed IT customers to Customer Support Teams
• Maintain sales opportunities, account activities, and revenue forecasts in company systems
• Meet account retention, revenue growth, and sales performance objectives
• Lead or facilitate daily team huddles
• Act as primary liaison between customers, technical support, service delivery teams, and management
• Coordinate with department managers regarding priorities, resources, and service challenges
• Collaborate with Professional Services and Project teams on Statements of Work, proposals, and implementation plans
• Monitor open customer issues, project activities, and action items for timely resolution
• Generate reports, obtain quotes, prepare purchase agreements, and maintain documentation
• Participate in customer meetings, strategic planning sessions, onboarding, technology discussions, vendor meetings, training sessions, and industry events
• Stay informed about technology trends, cybersecurity practices, and industry best practices
• Represent Kelley Create professionally during customer visits
• Perform additional duties assigned by management

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IT Partner Success Specialist