Job Expectations
Position Summary: The Client Success Manager owns the overall client relationship, ensuring clients receive consistent value from MapleTronics’ solutions while strengthening satisfaction and long-term retention. This role leads the engagement rhythm for assigned accounts, coordinates internal resources, and partners with technology resources to provide proactive planning, strategic guidance, and a cohesive client experience.
Skills/Requirements:
- Proven ability to build and maintain strong client and executive level relationships, serving as a trusted advisor and point of accountability.
- Strong strategic thinking and business acumen, with the ability to connect technology solutions to business goals, financial priorities, and long-term planning.
- Excellent verbal, written, and presentation skills, including the ability to communicate recommendations and facilitate discussions with decision makers.
- Solid understanding of managed services, IT solutions, Technology Service Provider offerings, and technology trends impacting clients.
- Demonstrated ability to identify opportunities and create value through insights, planning, and strategic roadmap discussions.
- Strong influence and negotiation skills, with the ability to guide decisions, and align stakeholders around mutually beneficial outcomes.
- Proven ability to work cross-functionally, collaborating effectively with sales, technical, operations, and professional services teams.
Essential Duties/Responsibilities:
- Lead the Client Communication Cadence
- Maintain consistent communication based on each client’s assigned tier.
- Set expectations, provide recaps, and schedule clear next steps.
- Monitor and strengthen account health
- Maintain an accurate understanding of client confidence, satisfaction, and perceived value.
- Identify risks early and lead corrective plans before concerns result in client churn.
- Coordinate delivery and advocate for clients.
- Engage service, operations and professional services resources as needed.
- Ensure commitments are fulfilled and clarify ownership and deadlines to minimize escalations.
- Advance technology strategy and planning for clients.
- Prepare for and lead Business and Technology Reviews.
- Maintain lifecycle plans and advance priorities based on each client’s tier and maturity.
- Create growth through demonstrated value.
- Identify opportunities based on client insights, needs, and priorities.
- Connect recommendations to business goals and budgets while coordinating next steps with the client and internal teams.
Measures of Success: Success in the Client Success Manager role is demonstrated through:
- Strong client retention and reduced preventable churn.
- Growth and health of recurring client relationships.
- High levels of client satisfaction and positive stakeholder feedback.
- Strong relationships with decision makers and executive stakeholders.
- Consistent execution of business reviews, client communication, account planning, and follow up.
- Effective Technology Maturity Roadmaps and lifecycle planning.
- Proactive identification and management of client risk.
- Development and advancement of opportunities that create measurable client value.
- Accurate actionable client information within MapleTronics’ systems.
- Increasing depth of business acumen, strategic advisory capability, and account management effectiveness.
Company Expectations: MapleTronics Teammates are committed to living out our core values. Teammates are expected to:
- Demonstrate professional character, attitude, and appearance at all times.
- Aspire to expand their knowledge and skill set.
- Think in ways that seek possibility, call out potential, and do not settle for the easy answer.
- Provide service to all with joy-filled energy.
- Develop and journey toward fulfillment of their own personal and professional mission.
- Hold others within the organization to the same standards expected from them.