MapleTronics Computers

Job Expectations
Position Summary:&nbsp; The Client Success Manager owns the overall client relationship, ensuring clients receive consistent value from MapleTronics’ solutions while strengthening satisfaction and long-term retention.&nbsp; This role leads the engagement rhythm for assigned accounts, coordinates internal resources, and partners with technology resources to provide proactive planning, strategic guidance, and a cohesive client experience.
Skills/Requirements:
<ul>
<li>Proven ability to build and maintain strong client and executive level relationships, serving as a trusted advisor and point of accountability.</li>
<li>Strong strategic thinking and business acumen, with the ability to connect technology solutions to business goals, financial priorities, and long-term planning.</li>
<li>Excellent verbal, written, and presentation skills, including the ability to communicate recommendations and facilitate discussions with decision makers.</li>
<li>Solid understanding of managed services, IT solutions, Technology Service Provider offerings, and technology trends impacting clients.</li>
<li>Demonstrated ability to identify opportunities and create value through insights, planning, and strategic roadmap discussions.</li>
<li>Strong influence and negotiation skills, with the ability to guide decisions, and align stakeholders around mutually beneficial outcomes.</li>
<li>Proven ability to work cross-functionally, collaborating effectively with sales, technical, operations, and professional services teams.</li>
</ul>
Essential Duties/Responsibilities:&nbsp;
<ul>
<li>Lead the Client Communication Cadence<ul>
<li>Maintain consistent communication based on each client’s assigned tier.</li>
<li>Set expectations, provide recaps, and schedule clear next steps.</li>
</ul>
</li>
<li>Monitor and strengthen account health<ul>
<li>Maintain an accurate understanding of client confidence, satisfaction, and perceived value.</li>
<li>Identify risks early and lead corrective plans before concerns result in client churn.</li>
</ul>
</li>
<li>Coordinate delivery and advocate for clients.<ul>
<li>Engage service, operations and professional services resources as needed.</li>
<li>Ensure commitments are fulfilled and clarify ownership and deadlines to minimize escalations.</li>
</ul>
</li>
<li>Advance technology strategy and planning for clients.<ul>
<li>Prepare for and lead Business and Technology Reviews.</li>
<li>Maintain lifecycle plans and advance priorities based on each client’s tier and maturity.</li>
</ul>
</li>
<li>Create growth through demonstrated value.<ul>
<li>Identify opportunities based on client insights, needs, and priorities.</li>
<li>Connect recommendations to business goals and budgets while coordinating next steps with the client and internal teams.</li>
</ul>
</li>
</ul>
Measures of Success:&nbsp; Success in the Client Success Manager role is demonstrated through:
<ul>
<li>Strong client retention and reduced preventable churn.</li>
<li>Growth and health of recurring client relationships.</li>
<li>High levels of client satisfaction and positive stakeholder feedback.</li>
<li>Strong relationships with decision makers and executive stakeholders.</li>
<li>Consistent execution of business reviews, client communication, account planning, and follow up.</li>
<li>Effective Technology Maturity Roadmaps and lifecycle planning.</li>
<li>Proactive identification and management of client risk.</li>
<li>Development and advancement of opportunities that create measurable client value.</li>
<li>Accurate actionable client information within MapleTronics’ systems.</li>
<li>Increasing depth of business acumen, strategic advisory capability, and account management effectiveness.</li>
</ul>
Company Expectations:&nbsp; MapleTronics Teammates are committed to living out our core values. Teammates are expected to:
<ul>
<li>Demonstrate professional character, attitude, and appearance at all times.</li>
<li>Aspire to expand their knowledge and skill set.</li>
<li>Think in ways that seek possibility, call out potential, and do not settle for the easy answer.</li>
<li>Provide service to all with joy-filled energy.</li>
<li>Develop and journey toward fulfillment of their own personal and professional mission.</li>
<li>Hold others within the organization to the same standards expected from them.</li>
</ul>

Client Success Manager (Internal Hire)

Client Success Manager (Internal Hire)

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