Client Success Manager

3 weeks ago

Bellevue Hill, Australia Mangano IT Full time

**YOUR ROLE**

**Role**:Client Success Manager **Team**:Sales & Marketing

**Reports To**:Sales & Marketing Manager **Direct Reports**:none

**YOUR PURPOSE** **OUR PURPOSE**

Purpose: Building Progressive Business Partnerships.

This role is responsible for being Mangano IT clients’

advocate within Mangano IT and looking for ways to Our Niche: Agile Technology Partners.

improve their experience, systems, and business
outcomes. Core Target: Agile technology partner supporting

Australian medium size businesses.

**OUR VALUES**

Progressive Effective Accountable Steadfast***

**YOUR KEY OUTCOME AREAS**

**60% **#**1 Communication**
**10%**

**30% **#** 2 Client Advocate 30%**

**60%**

**10% # 3 Continuous Improvement**

**WHAT YOU NEED TO SUCCEED**
- Superior client service skills - Ability to exercise initiative
- Ability to build meaningful and trusting relationships - Superior written and verbal communication skills
with clients to ensure retention of business
- Superior time-management and prioritisation
- Superior knowledge of popular go-to-market skills
- offerings, vendor products, and managed ICT- Ability to share client knowledge across the

services expertise
business
- Superior attention to detail
- Ability to analyse and report on Service
- General understanding of risk management and Management data and use this to provide data
- continuous improvement driven decisions
- General understanding of ITIL - Ability to work collaboratively across the Sales,
Project and Delivery functions
- Ability to manage account governance
- Responsiveness, empathy, and a dedication to

resolving issues promptly and effectively

Outcome Profile Client Success Manager Page 1 of 2
V2.0 Last Updated 25 May 2023 Mangano IT

OUTCOME PROFILE

**DELIVERING RESULTS**

**60% Outcome Area 1 | Client Communication**

**Strategy Performance Expectations**

Communicate with clients, Maintain communications between our clients, strategic partners and the service
internal stakeholders, and delivery, project delivery and sales teams.
strategic partners Meet face-to-face with clients, maintain or establish governance forums.

Attend prospect meetings with sales team as requested.

Client needs analysis Identify client business needs that can be met with additional services.
Report findings to sales team regularly.

Client retention Meet with clients to re-sign MSA agreement at 90 days before current MSA expiry.
Update sales team on agreement re-sign progress at 60 days before expiry.
90% of expiring MSA agreements are renewed within 30 days of the expiry date.

**30% Outcome Area 2 | Client Advocate**

**Strategy Performance Expectation**

Client satisfaction Drive client satisfaction through fostering positive relationships and building rapport
with key business stakeholders.
Manage client expectations, report on and evaluate service levels and product
satisfaction.

Monitor Customer Satisfaction surveys and address complaints.

Client experience Be the client advocate within our business to ensure positive outcomes.
Escalate any client issues to the SDM and the Directors within 24 hours.
Perform risk identification and management of client environments to ensure clients
have awareness of identified risk.

Maintain and present Establish or maintain monthly reporting and Quarterly Business Review reports
relevant reporting delivered per quarter.

status that communicate service levels, risks and client business priorities.

**10% Outcome Area 4 | Continual improvement**

**Strategy Performance Expectation**

Ticket Hygiene Ensure all tickets and opportunities are managed in accordance with ticket hygiene
best practices

Timesheets Timesheets accurately completed each week

Queries and issues raised by Management or Team to be responded to within one
Team Queries

(1) business day

Client Satisfaction Client feedback is 95% positive / three (3) or fewer negative feedbacks per year

**Employee Commitment**

Employee Signature:
Outcome Profile Client Success Manager Page 2 of 2
V2.0 Last Updated 25 May 2023 Mangano IT

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