Client Success Representative

**Client Success Representative, IT Managed Services**

San Francisco, California, United States

Sales (Remote, Full time)

Varsity Technologies is looking for a Client Success Representative to join their growing Client Management team

**Description**

**About Varsity**

We are a leading Managed Services Provider offering customized IT solutions to businesses across the globe. With a track record of exceeding customer expectations, we thrive on innovation, delivering value, and creating meaningful partnerships. We are now seeking a Client Success Representative to join our dynamic team.

Varsity Technologies helps schools and non-profits make strategic information technology decisions that enable them to make an impact in our schools, our community, and our world. Developing and implementing great solutions for our clients requires the combination of our proven methodology with the right people who place a high value on delivering exceptional customer service.

**Key Responsibilities**:
**Client Relationship Management**:

- Serve as the main point of contact for assigned clients for inquieries and concerns.
- Build rapport and provide timely and ongoing communication, set expectations and follow through with activities to build and maintain strong relationships with customers.
- Schedule regular check-ins
- Lead weekly, biweekly, or monthly meetings to review service performance with coordination, agendas, and post meeting actions to identify evolving client needs.
- Identify current needs of client, monitor and respond to any service performance
- Understand the customer’s goals, challenges, and industry to offer personalized solutions.

**Client Success**:

- Communicate service updates, maintenance schedules, and system changes to clients effectively.
- Ensure customers feel supported in achieving their desired outcomes, and secure long-term loyalty to the organization.

**Upselling & Renewal**:

- Identify opportunities to upsell additional services or features that align with customer needs.
- Assist with contract renewals, ensuring customers are satisfied and continue their partnership.
- Prepare and track accurate and timely quotes for hardware, software, and service requests based on client needs.
- Process client purchase orders, ensuring timely order placement with vendors
- Communicate the value delivered over the course of the engagement.

**Onboarding & Implementation Support**:

- Lead the onboarding process for new managed services clients, ensuring a smooth transition and setup of systems.
- Educate clients on the scope of services, escalation paths, and self-service tools.
- Guide new customers through onboarding processes, ensuring a smooth transition.
- Conduct product or service training sessions tailored to customer needs.
- Help customers integrate the service into their operations.
- Set up initial configurations or workflows.

**Issue Resolution & Escalation**
- Address customer questions, concerns, or technical issues swiftly.
- Act as an escalation point for client concerns, working with technical teams to resolve complex issues.
- Communicate updates and timelines clearly during issue resolution.
- Track and document incidents to identify recurring trends and recommend long-term solutions.
- Coordinate with support teams to resolve escalated problems.

**Proactive Account Management**:

- Conduct periodic business reviews to assess client satisfaction, review performance metrics, and discuss opportunities for improvement.
- Identify and recommend opportunities for customers to derive more value from the service.
- Monitor customer usage and engagement with the service or product.
- Share updates, new features, or enhancements relevant to their needs.
- Provide recommendations on best practices.

**Documentation & Reporting**:

- Maintain accurate records of client interactions, services provided, and action plans in the CRM or service management system.
- Prepare and deliver customized reports on service performance, uptime, and project progress during regular review meetings.

**Collaboration, Advocacy & Feedback**:

- Work closely with sales, technical, and operations teams to provide seamless service and drive client satisfaction.
- Work with sales, marketing, and product teams to address customer needs.
- Relay customer feedback to guide product development and service improvements.
- Partner with support teams to ensure smooth handoffs and follow-ups.
- Advocate for customers’ needs within the organization to enhance products or services.
- Collect feedback on customer experiences to identify improvement opportunities.
- Share testimonials or success stories for marketing purposes (with customer consent).

**Data Analysis & Reporting**:

- Track customer success metrics (e.g., satisfaction scores, usage statistics).
- Prepare reports on key performance indicators for customers (e.g., ROI, efficiency gains).
- Identify trends or areas where the customer might need additio