Client Success Manager

Insight is a Fortune 500-ranked global provider of hardware, software, cloud, and service solutions, providing clients the guidance and expertise needed to define, architect, implement and manage technology today while transforming for tomorrow. By building a solid, future ready foundation of people, processes, and technology, the Client Success Team facilitates clients in transforming and building what's next for their business whilst simultaneously enabling Insight’s business to accelerate in the Cloud market. Client Success teammates ensure the client experience is of the highest standard, thus creating a baseline for Insight’s services as part of the clients LAER (Land, Adopt, Expand, Review) journey, and utilises the potential of both the direct as well as indirect client reach.

The Client Success team, a client facing team, is responsible for onboarding clients into the Cloud Management Platform, creating and delivering adoption plans, and collaborating with cross-functional teams to ensure that Insight delivers the optimal client experience. The Client Success Manager drives Cloud adoption by successfully on-boarding and utilising Cloud solutions acquired by Insight’s clients. The Client Success Manager supports the post-sale customer lifecycle as it relates to Cloud adoption, solution optimisation, and expansion. The Client Success Manager, through a strong understanding of the clients business objectives, identifies and articulates how solutions can best support clients in achieving their strategic business goals. They act as the main interface for all solution related inquiries, build key relationships with all relevant stakeholders, and are also responsible for managing customer retention and the prevention of potential client churn. In addition, the Client Success Manager manages the client experience across the client base by ensuring they meet agreed retention and usage targets and advocating for Insight. Ultimately, the Client Success Manager plays an integral role in helping to build and sustain solid, trusting relationships with the client’s key contacts.

 KEY DUTIES & RESPONSIBILITIES

• Drive the adoption of Insight’s Cloud solutions within assigned accounts through continuouslyincreasing value, leading to renewals and the potential for new business.

• Work closely with relevant parties to ensure a seamless client on-boarding process and ensuresmooth initiation and introduction for the client from the onset.

• Identify specific business opportunities during client conference calls, and also identify potentialup-selling and cross-selling opportunities.

• Proactively engage with clients on pre-defined touchpoint triggers and ensure Insight’s clientsreceive the most value from their Cloud investment.

KEY DUTIES & RESPONSIBILITIES 

• Seek to anticipate the clients requirements and possible challenges and promote Insight’sservices (enhancements, updates, new initiatives, and maintenance) through relationshipsnurtured within the accounts.

• Respond in a timely and helpful manner to client requests or account issues, leverageresources from across the company as needed.

• Educate clients on the business benefits of new product features and improvements throughone-on-one engagements.

• Build and maintain collaborative cross-functional relationships with other teams across thebusiness in order to maintain a world-class client experience across the client lifecycle.

• Ensure clients are driving adoption through the Cloud Management Platform and both directand indirect sales are the most successful they possibly can be through successful on-boarding, tool-adoption, trainer education, and managed licenses.

• Develop detailed adoption plans by building KPIs, identify the client’s business challenges, andproduce and offer appropriate solutions.

This list is not exhaustive, you will be required to undertake additional responsibilities as reasonably requested by your manager. 

QUALIFICATIONS, SKILLS, KNOWLEDGE & EXPERIENCE

• Experience of selling Cloud and Productivity solutions

• High level of written and spoken English

• Fully conversant with Microsoft Office suite (Outlook, Excel, and Word)

• A track record in driving client success and aligning within complex client environments

• Ability to recognize both internal/external customers and the willingness to co-operate fully to help them achieve their objectives

• Technical aptitude and an interest in learning the functional capabilities of technical Cloud solutions and the ability to articulate these to clients