Job Details

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Tech Heads, Inc. is a premier provider of innovative technology solutions, offering a comprehensive range of services, including managed infrastructure, managed cybersecurity, product reselling, and professional services. We empower businesses by delivering solutions that enhance operational efficiency, fortify security, and drive digital transformation.

Headquartered in Portland, OR, Tech Heads thrives on the expertise and dedication of its exceptional team. For 30 years, our success has been built on the foundation of talented individuals committed to delivering outstanding customer experiences. We are hyper-focused on problem-solving and delivering exceptional business outcomes for our customers through implementation, delivery, and management of IT infrastructure, cloud solutions, and managed service programs.

The Customer Success Manager will manage our program customers, understand the business implications of these programs, and have detailed knowledge of their features and benefits. They will support customers targeted for our programs and collaborate with all departments to ensure overall service delivery and customer satisfaction. This position requires a highly motivated professional with a solid understanding of technology in the IT field as well as cybersecurity principles. This position is on-site at our headquarters in Portland, OR.

Responsibilities

1. Act as a point of contact for assigned customers
2. Develop and maintain long-term relationships with customers
3. Support customers with support, escalations, and operational management
4. Manage change order processes between the customer delivery team and customers
5. Maintain and track contractual obligations
6. Manage customer account information
7. Identify opportunities to grow business with customers, including upsell and cross-sell
8. Coordinate with cross-functional teams to ensure consistent service
9. Develop and facilitate customer Service Business Reviews (SBRs) with the delivery team
10. Drive resolution of customer issues
11. Provide service level reporting to customers
12. Align Tech Heads programs with customer strategic business objectives and monitor customer project initiatives and priorities
13. Lead strategic discussions with customers and extended teams
14. Perform other duties as necessary

Requirements

1. Excellent written and verbal communication skills, strong client-facing abilities
2. Team player with a collaborative and flexible attitude
3. Self-motivated and organized
4. Ability to adapt to a fast-paced, dynamic work environment
5. Attention to detail, strong organizational skills, including multitasking and time management
6. Excellent problem-solving, analytical, troubleshooting, and critical thinking skills
7. Customer relationship management experience
8. Customer-focused solutions experience
9. Ability to strategize and work proactively
10. Minimum 2 years of relevant experience
11. 4-year degree or additional experience in lieu of a degree
12. Proficient in MS productivity and collaboration tools (Outlook, Excel, Word, Teams, PowerPoint, OneNote, OneDrive, SharePoint)