Client Strategy Manager

Posted: 06/23/2020

Key Duties and Responsibilities

Team Involvement

  • Work in a team environment and be willing to execute assigned duties given by Management Staff.
  • Effectively manage and document your time while updating and completing your assigned activities.
  • You will liaise between customers and internal technical staff to ensure successful delivery of solutions according to specific customer success standards.
Customer Involvement
  • Function as a Strategy Partner – Understand customers business needs and standards, including current challenges and future state, and demonstrate how technology can facilitate their success
  • Act as the primary point of contact for all sales and account related items for all assigned clients
  • Execute the ICS sales handoff process to ensure technical staff is setup successfully to execute efficiently. (be a conduit between customer and the service team)
  • Perform routine of monthly/quarterly strategy reviews with internal team and C-Level personnel within your clients organizations
  • Review/measure compliancy to ICS standards
  • Review/measure compliancy to assigned vertical
  • Review/measure agreement profitability – (tickets per endpoint, time per endpoint, service gross margin)
  • Review/measure end user & C-Suite CSAT
  • Utilize teams, tools, and processes to promptly procure and present proposals

Marketing Involvement
  • Utilize toolset to achieve the following goals:
    • Create TWO new posts a week on LinkedIn. Share from ICS or original content.
    • Acquire a minimum FIVE Google reviews per month
    • OR
    • THREE Clutch reviews per month – (For clients we have marquee relationships with.)
    • EIGHT comments on LinkedIn a month or FB, IG or Twitter – simple comments, can be a client.
    • “Like” 2-3 post per week (Client, ICS, Vendor, Thought Leadership posts…etc)
    • Create ONE video a week – “Tech Tips”
    • Execute on assigned portion of marketing campaigns (ie golf tournament, client appreciation lunches)
Knowledge Base, Skills and Qualifications
  • In-Depth Knowledge of all ICS Service and Product offerings
  • Solid understanding of solution selling and a proactive approach to technology consulting
  • Excellent client relationship building and communication skills
  • Planning and budgeting
  • Must thrive in a team environment and demonstrate effect team interaction

For more information and to learn about ICS watch this short video.