Customer Success Account Manager
# Customer Success Account Manager **Circulent** · Norwalk, CT 06854 · `On-site` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Indeed* --- ### About the Role Customer Success Account Manager, Norwalk, CT (9/16/26) – Local Candidates Only Circulent is a leading Managed IT Service Provider (MSP) located in Darien, CT. Circulent is seeking a Customer Success Account Manager to serve as the primary business relationship owner for a portfolio of managed services clients. This role combines the responsibilities of a Customer Success Manager and Account Manager. The ideal candidate is passionate about helping clients achieve their business and technology objectives while identifying opportunities to improve their security, productivity, and operational efficiency through Circulent's services. The Customer Success & Account Manager acts as a trusted advisor to client leadership, driving customer satisfaction, retention, adoption of recommendations, and account growth. The right candidate for this position will have a keen eye for details, and yet have the ability to pull back to view the big picture. We are looking for a take-charge, hands-on individual with the capacity to be a leader in our organization. Primary Objectives · Maintain strong executive-level relationships with client stakeholders · Ensure clients achieve measurable value from Circulent's services. · Increase client retention and satisfaction. · Identify and close project, recurring service, and security opportunities. · Coordinate internally to ensure a world-class client experience. · Serve as the voice of the customer within Circulent. Responsibilities Client Success & Retention · Serve as the primary business contact for assigned clients · Develop and maintain trusted relationships with client decision-makers · Conduct Quarterly Business Reviews (QBR) · Review service trends, ticket activity, security posture, and strategic initiatives with clients · Monitor customer health and satisfaction · Proactively identify risks that may impact client retention · Coordinate internally to ensure client issues are addressed promptly · Drive adoption of technology and security recommendations · Champion client advocacy throughout the organization Strategic Account Management · Understand each client's business objectives, challenges, and growth plans · Develop annual technology roadmaps with clients · Present recommendations that improve security, productivity, and compliance · Identify project opportunities and recurring service enhancements · Guide clients through budgeting and technology planning · Assist with onboardings, contract renewals and agreement modifications · Ensure service agreements accurately reflect client environments Revenue Growth Identify and develop opportunities for: On-premise and cloud infrastructure additions & upgrades Artificial intelligence services Virtual CIO/CISO/CTO services Security services Backup and disaster recovery services Microsoft 365 licensing Firewall subscriptions Networking subscriptions Compliance services Cloud computing services Professional services projects Collaborate with system engineers to develop project proposals Present recommendations and proposals to client leadership. Track opportunities through the sales process. Achieve quarterly growth objectives within existing accounts Operational Coordination Review recurring service reports, SLA performance, and customer satisfaction metrics. Coordinate with service delivery and projects teams regarding client concerns. Escalate significant client issues when necessary. Participate in strategic planning meetings regarding key accounts. Maintain accurate client records within Autotask and related systems. Key Performance Indicators (KPIs) 1. Retention & Customer Success (40%) Gross Revenue Retention Customer Satisfaction (CSAT) Client Escalation Management 2. Growth (30%) Quarterly Recurring Revenue Growth Project Revenue Generated Proposal-to-Close Ratio Average Revenue Per Client MRR growth (3%) 3. Customer Success & Execution (30%) QBR completion Technology roadmap updated Contract/licensing/subscription audits Qualifications (Required) 3 to 10+ years of account management, customer success, MSP, pr technology consulting experience Strong business communication and presentation skills Ability to discuss technology with both technical and non-technical audiences Excellent organizational and project coordination skills Experience managing multiple client relationships simultaneously Valid driver's license and ability to travel locally Qualifications (Preferred) MSP experience Familiarity with Microsoft 365 Cybersecurity solutions Cloud technologies Backup and Disaster Recovery Managed IT Services Experience with: Autotask PSA Datto RMM Microsoft Entra Microsoft Azure Microsoft 365 licensing Datto Networking Datto BCDR Understanding of cybersecurity frameworks and compliance requirements. Ideal Candidate Relationship-driven but commercially minded Comfortable discussing both business goals and technology strategy Proactive rather than reactive Capable of identifying opportunities without being perceived as "salesy" Organized enough to manage a portfolio of clients while maintaining a high level of responsiveness Focused on helping clients succeed first, knowing that growth naturally follows The right candidate for this position will have a keen eye for details, and yet have the ability to pull back to view the big picture. We are looking for a take-charge, hands-on individual with the capacity to be a leader in our organization. Responsibilities 1. Establish and maintain existing client and potential client relationships. 2. Manage existing clients through monthly calls, emails, video calls, onsite visits 3. Identify, present, sell, close company products & recurring services to existing & potential clients 4. Assist new & existing client sales efforts (i.e. develop and deliver presentations and proposals) 5. Identify & quote carrier opportunities through Master Agent 6. Create or edit client agreements based on new, closed or changed additions 7. Create, edit, and close projects based on closed project quotes 8. Identify & resolve client concerns by working closely with Service 9. Prepare live reports (i.e. activities by type, closings, follow-up, revenue/GM$) using BrightGauge 10. Communicate new product and service opportunities to company staff and client decision makers 11. Coordinate company resources to accomplish the work required to close sales. 12. Follow up with existing clients regarding customer satisfaction feedback 13. Execute new client onboarding tasks with Service 14. Coordinate shipping schedules and delivery of merchandise and services. Essential Functions · Present the Company’s vision and technology services strategy to prospective customers and technology partners. · Be familiar with the function and configuration of the products our technology vendors provide in order to assist the customer in the deployment and integration of a complete solution. · Demonstrate superior listening skills to effectively ascertain client requirements and in turn, present Circulent’s services and products relating to client needs · Work cooperatively with engineers and contractors to manage the client relationship. · Present the Company, vision, roadmap, and product information to influencers and decision makers within client organizations. · Meet daily, weekly, monthly, and quarterly goals and keep sales projections updated for management use. · Identify competitive threats inside the account and notify sales of their existence and strategies to counter. · Provide feedback to leadership on client buying patterns, frequently observed requirements and customer network environments. · Work closely with Service to evaluate account potential, issues, and requirements to close sales. · Work closely with Service to expedite resolution of technical issues. · Respond promptly & professionally to all client requests, regardless if electronic, phone or onsite Knowledge & Skill Requirements · Ability to persuade and influence others. · On-going client relations and strong customer service tracking · Must be a team player · Maintain and grow client relationships · Excellent understanding of internal procedures and required processes · Interact with vendors and maintain sales development · Excellent time management, organizational and problem-solving skills · Excellent listening and team building skills are required · Strong conflict resolution skills and negotiation skills are essential Technical Qualifications · Microsoft Office (i.e. Outlook, Word, Excel, PowerPoint) · Adobe Acrobat Professional Qualifications · Experience with a similar Managed Service Provider (MSP), or a company providing outsourced IT services to small and mid-sized businesses is STRONGLY preferred Bachelor degree (of equivalent experience) in marketing, finance or business administration. 5+ years of direct sales experience preferably in the Information Technology arena. · Represent the organization with a professional appearance during onsite engagements · Ability to interact effectively with both technical and non-technical personnel · Excellent project management, organizational, multi-tasking, and prioritization skills · Excellent verbal & written communication skills with team members, management and customers · Work requires significant local travel to current & potential clients. This requires the possession of a valid state driver’s license. Occasional weekend and/or evening work is required. US Citizen, Green Card holders, and local candidates only need apply. No third parties please. This is a salaried position with benefits.For immediate consideration, qualified candidates interested in joining our professional team should send resume and salary requirements. To apply, send resumes to info@circulent.com. No solicitations please. Pay: $60,000.00 - $100,000.00 per year Benefits: 401(k) Dental insurance Health insurance On-site gym Paid time off Referral program Vision insurance Work Location: In person
Наблюдалась 2026-09-17, впервые 2026-09-16, источник — Indeed.