Managed Services Client Success Manager

Company: BDO Seidman LLP
Location: Oak Brook
Posted on: January 27, 2023

Job Description:

Job Summary

BDO's Core Purpose is Helping People Thrive Every Day. Our Core Values reflect how we manage our work, our relationships and ourselves. As an employee of the firm, you will live true to our Core Values of people first, being exceptional every day in every way, embracing change, feeling empowered through knowledge and choosing accountability. Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally.

BDO Digital, LLC, a subsidiary of BDO USA, LLP, provides a holistic portfolio of technology, transformation services and solutions. We are an organization that values your time, talent, and contributions. Collaborate with BDO Digital's cross-disciplinary team who work together to solve digital needs and unearth new opportunities to drive competitive advantage. Our commitment to each other is why BDO Digital is a recognized leader for our culture, employee satisfaction and career growth. We're looking for people with the same drive; to combine teamwork with technology to produce amazing results.

The Managed Services Client Success Manager (CSM) is responsible for managing and ensuring the success of existing Managed Services client relationships while leading the account strategy activities that help our clients maximize the value of BDO Digital services within their business. The CSM will act as the primary customer-facing role responsible for customer success by managing program delivery and maintaining strong customer relationships.

The successful individual will have a proven track record in B2B account management of IT Managed Services to midsize organizations. This role is focused on account relationship and management, customer service, and promoting how Managed Services and related technology solutions can address the customer's business needs. This role is responsible for building and growing strong, lasting, and successful partnerships with our clients.

Qualifications

Education:
- High School Diploma or GED equivalent, required
- Bachelor's degree, preferred

Experience
- Five (5) or more years' experience managing and building relationships with clients and internal teams, required
- Two (2) or more years' experience managing client delivery and ensuring service levels agreements (SLA) or key performance indicators (KPI) are successfully met, required
- Mid-market technology solution experience across all IT services including outsourcing and Managed Services, preferred

Software:
- Proficient in the use of Microsoft Office Suite, required

Other Knowledge, Skills & Abilities
- Experience and comfort in presenting solutions to individual, small, or large audiences such as key customer stakeholders
- Experience driving outcomes and demonstrating leadership in managed services teams delivering cyber, infrastructure & cloud, and end-user support managed services
- Experience with internal and external conflict resolution and problem management
- Comfortable negotiating contracts and business terms with clients that balance the client's and BDO's needs
- Understands the compensation incentive plan and strives to achieve stated goals
- Ability to identify cross selling opportunities within existing accounts
- Ability to effectively identify and manage risk between BDO and its clients
- Strong business acumen with an ability to understand and communicate BDO's business, marketplace, and value proposition
- Excellent time management and organizational skills
- Comfortable working in a deadline-driven environment and handling multiple initiatives simultaneously
- Excellent verbal and written communication as well as presentation skills
- Ability to travel to participate in customer meetings, events, or attend regional or national meetings, as necessary

Keywords: Account Management, Customer Success Manager, Account Manager, IT Managed Services, B2B, B to B, Client Relations, Client Retention, IT Services, Managed Services, Cross-selling, Microsoft, Customer Service, Service Delivery, Information Technology, Infrastructure, Cloud, Security, m365, Azure, AWS, IT strategy

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Multiple Locations

Akron, Anchorage, Atlanta, Austin, Baltimore, Boca Raton, Boston, Charlotte, Cherry Hill, Chicago, Cincinnati, Cleveland, Columbia, Columbus, Columbus (BSC), Coral Gables, Dallas, Des Plaines, Detroit, Fort Lauderdale, Fort Lauderdale 301, Fort Worth, Gardner, Grand Rapids, Grand Rapids (BSC), Greater Philadelphia, Greater Washington D.C - Potomac, Greater Washington D.C. - McLean, Greenville, Harrisburg, High Point_BDO Collections, Houston, Indianapolis, Jacksonville, Kalamazoo, Lakeland, Laramie, Las Vegas, Las Vegas - 6100 Elton, Long Island, Madison, Madison 8383, McLean, Memphis, Miami, Miami - Brickell, Milwaukee, Minneapolis, Nashville, Norfolk, Orlando, Philadelphia, Phoenix, Pittsburgh, Raleigh, Reno, Richmond, Rosemont, Salt Lake City, San Antonio, St. Louis, Tampa Bay, Tulsa, Washington, DC, West Palm Beach, Wilmington, Winter Haven, Woodbridge

Keywords: BDO Seidman LLP, Chicago , Managed Services Client Success Manager, Executive , Oak Brook, Illinois