Client Success Manager

Right Networks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning around-the-clock US-based support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms and technology companies. More than 10,000 accounting firms and 60,000 SMBs count on us to run their business every day.

We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview

The Client Success Manager is a highly proactive and driven IT account manager that engages with accounting professionals to deliver results. The manager is responsible for managing the life cycle of the firms following the project implementation to the date of renewal. The position focuses on developing lasting relationships with Right Networks Cloud Premier clients by providing excellent service and user experience. The position focuses on two main aspects: references and retention inside the Right Networks Cloud Premier. As a Client Success Manager, your role in the Right Networks organization will be to provide an extremely high level of service and leadership to our clients. Ultimately, your efforts will be essential in providing a positive experience to our clients.

This is a remote work position.

Responsibilities

• Have regular contact with firm admins or partners for an average of forty firms
• Ensure the Right Networks Cloud Premier experience is stable and consistent for their firms
• Communicate with Right Networks internal teams (Service, Application, Project, Infrastructure) to deliver resolutions to clients
• Show our clients that they are valued and appreciated
• Walk clients through software, office, and staff changes
• Advise best practice for using and engaging with the Right Networks Cloud Premier product
• Be responsible for having an in depth understanding of the Right Networks procedures and processes
• Be the voice of the customer

Account Management

• Day-to-day activities include keeping a pulse on our clients
• Guide escalation process where necessary through the proper support channels
• Manage client communication via weekly updates, status page, and email
• PR, write up root cause analysis, and communicate effectively with clients on outages
• Monitor and SQL server drive free space for clients on a daily basis
• Manage client projects such as ISP transitions, firewall conversions, new software implementation
• Any additional tasks required to ensure the client has a positive experience and that any gaps are connected or filled

Miscellaneous

• Assist other departments as needed
• Complete special projects and tasks assigned by management
• Every Client Success Manager will be required to provide qualified references every month to the Sales Team
• Renewals, delivered in a timely fashion, maintaining a 97% close rate

Requirements

• 4-6+ years of account management experience in the IT industry or related experience
• Excellent communication, time management, decision making, presentation, and organization skills
• Ability and desire to learn Right Networks processes and technologies
• Knowledge of the accounting industry, as it relates to the services and products offered by Right Networks is desired
• Understanding of various technologies such as Citrix, Microsoft, Dell, Network Monitoring systems, etc.
• Bachelor’s degree in business management or equivalent

Benefits

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer!

Right Networks