Client Success Manager

We are Sourcepass, an IT consulting company (MSP) with a rich history of providing network support and innovative solutions since 2001. Our expertise spans IT services, cloud computing, and security, that tailor the right technologies to specific industries and business strategies. Sourcepass aims to be different. It is owned and operated by technology, security, and managed services experts who are passionate about delivering an IT experience that clients love.

Sourcepass has acquired and continues to acquire companies across all avenues of technology bringing more than 40 years of expertise to all of our service areas.

Today, Sourcepass comprises over six hundred employees serving more than two thousand clients across twenty unique vertical markets. And the best is yet to be.

Our achievements speak for themselves: named to the Inc. 2022 Best in Business list, honored with two 2023 Stevie® Awards, listed on CRN's 2023 Solution Provider 500, and recognized in Gartner's 2024 Magic Quadrant™. Most recently, we were awarded PAX8's 2024 Partner of the Year and designated as Microsoft CoPilot MVP. We take pride in these accolades and continue to push boundaries in the IT consulting industry.

Join us and be part of our journey toward even greater accomplishments.

POSITION SUMMARY

As a Client Success Manager, you are our clients' advocate within Sourcepass. Clients will reach out to you for a number of different reasons; to purchase new IT equipment, to escalate a service request, to discuss a new technology initiative within their organization, or to ask for a recommendation related to technology. In cases where you don't know the answer, you're the quarterback of the request, bringing in the right resources from within Sourcepass and ensuring the client receives the answers they need. Above all, you are managing the relationship with each of your clients and are working to ensure their experience with Sourcepass is a great one. This position reports to a Strategic Advisor. The salary for this position is $80,000+ (negotiable based on experience).

This is a remote-based role with up to 40% travel throughout the year for client visits in the Connecticut–New York area.

RESPONSIBILTIES

• Assist clients with reaching the right team members within Sourcepass as part of incident management process
• Develop strong relationship with key client contacts
• Execute on proactive client strategy activities, including annual technology assessments, development of IT budgets, tactical review calls, and staff surveys
• Internal quarterback for client escalations scaling across multiple departments
• Assist clients with management of vendor relationships, such as ISP services as part of office moves
• Address client questions with regards to ongoing invoicing
• Develop plans/scopes for the creation of client quotes, working in tandem with Solutions Engineering Team.
• Handle all training of clients as part of new client onboarding and changes of client point of contact
• Train clients on the use of core technologies, such as the Microsoft Office 365 Suite
• Raise red flags with regards to at risk clients
• Manage open opportunities and closing of opportunities working with client contacts
• Work with client contacts to develop referrals for new business

DESIRED SKILLSET/EXPERIENCE

• Bachelor's Degree or better from an accredited institution
• 5+ years of work experience, working within a technology services business or as part of an internal IT department
• Experience working with the Office 365 suite of products

Sourcepass participates in the E-Verify program. As required by federal law, employees must complete an Employment Eligibility Verification (Form I-9) upon hire. Through the E-Verify program, Sourcepass will verify the identity and employment eligibility of all individuals hired to work in the United States. Sourcepass is also proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. We can't wait to see what unique perspectives you'll bring to our team!