What is the role of a CLIENT SUCCESS MANAGER at QUANTUM SERVICES GROUP LLC?

The CLIENT SUCCESS MANAGER position at QUANTUM SERVICES GROUP LLC is a Full-Time opportunity in the relevant field.

Where is this CLIENT SUCCESS MANAGER job located?

AUBURN HILLS, Michigan, 48326, United States

What industry does this CLIENT SUCCESS MANAGER position belong to?

This role spans multiple industries.

What is the expected salary for this CLIENT SUCCESS MANAGER job?

$55,000 – $60,000 Yearly Salary

How can I apply for the CLIENT SUCCESS MANAGER position at QUANTUM SERVICES GROUP LLC?

You can apply directly through the application link provided.

CLIENT SUCCESS MANAGER at QUANTUM SERVICES GROUP LLC

Position Description: Client Success Manager

Status: Full Time
Location: In-Office, Auburn Hills, MI

Reports To: Director of Operations / Senior Leadership

Summary

The Client Success Manager serves as the primary advocate for QSGs clients, driving satisfaction, retention, and long-term growth by building strong relationships, ensuring service excellence, and aligning QSGs capabilities with each clients evolving business needs. This role is the strategic bridge between QSG and its clients proactively identifying risks, championing client outcomes, and ensuring every client feels like the only client.

Essential Duties and Responsibilities

Client Relationship Management
Serve as the primary point of contact for assigned clients, building trusted, long-lasting relationships through consistent communication and follow-through
Communicate with clients regularly by phone and email to ensure their needs are understood and met
Respond to client inquiries in a timely manner and assist with escalations or challenging requests as needed
Develop and maintain individualized client success plans that outline goals, milestones, and measurable outcomes
Conduct regular proactive check-ins beyond reactive support to assess overall satisfaction and identify opportunities for improvement
Regularly assess client account health using defined health score metrics, surveys, or feedback mechanisms, and develop action plans to address concerns or risks
Implement strategies to minimize client churn, and promptly escalate any at-risk accounts to leadership within a defined timeframe to ensure timely intervention
Work closely with QSGs Senior Project Manager when onboarding new clients, taking ownership of the clients success from day one
Collaborate with internal departments to ensure all client requests and commitments are fulfilled
Provide training and resources to help clients maximize the use of QSGs services and portals
Offer or coordinate troubleshooting support when issues arise and ensure clients are comfortable using IT tools provided by QSG
Document all client interactions, account activity, and communication in QSG systems
Build and maintain client profiles, and configure access to billing and ticketing portals for relevant users
Assist in creating case studies or success stories based on satisfied client experiences

Account & Strategic Management

Develop and present quarterly business reviews (QBRs) to company leadership for review and approval, then deliver finalized reports to clients
Proactively flag upcoming contract renewals no later than 90 days in advance, coordinate with leadership on renewal proposal preparation, and ensure clients are informed of any changes or updates to terms and conditions
Present finalized contract renewal proposals to clients and QSG ownership for signature (note: the Client Success Manager is not authorized to sign on behalf of QSG)
Assist clients with forecasting their IT-related needs and associated budgets for upcoming periods
Generate data-driven insights and provide clients with detailed reports on the status and performance of their IT systems or services
Monitor and ensure adherence to Service Level Agreements (SLAs) and other contractual obligations
Alert internal teams when performance metrics or deliverables are at risk of not meeting client expectations
Track and report on key client success metrics including retention rates, satisfaction scores, and account growth

Growth & Expansion

Identify and communicate upsell and cross-sell opportunities to the Sales Team based on client needs and usage patterns
Proactively suggest IT solutions or improvements to clients based on their evolving business objectives
Partner with Sales during the late stages of new client acquisition to ensure a smooth handoff and set expectations for the ongoing relationship

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

23 years of experience in a client success, account management, or client services role in a B2B or technology services environment
Demonstrated ability to manage multiple client relationships simultaneously with strong attention to detail
Strong organizational skills with the ability to multitask and manage competing priorities
Excellent verbal and written communication skills, with the ability to engage effectively at all levels of an organization including executive and C-level
Experience with CRM platforms (e.g., HubSpot, Salesforce) and customer success tools
Proficiency with ticketing software and MS Office, particularly MS Excel
Ability to maintain confidentiality and handle sensitive information with discretion
Self-motivated with the initiative to learn, understand processes, and identify areas for improvement
BA/BS degree in Business Administration, Communications, or a relevant field preferred

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hands to handle or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required include close vision and the ability to adjust focus.

Work Environment

This job generally operates in a professional office setting and routinely uses standard office equipment such as computers, phones, and related technology tools. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About QSG

At QSG, we pride ourselves on a collaborative office atmosphere, driven to provide the most reliable Managed Services to every client. We treat each client like the only client.

Comments

This description is intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change duties at any time.

CLIENT SUCCESS MANAGER at QUANTUM SERVICES GROUP LLC – AUBURN HILLS, Michigan

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