WE HIRE CHAMPIONS!

Join Visual Edge It, where technology meets excellence. As evidenced by our partnership with the Pro Football Hall of Fame, we’re embarking on a mission to build a winning team that achieves greatness. As a member of our team, you’ll not only contribute to groundbreaking projects but also have the chance to showcase your skills and be recognized for your achievements.
With over 20 years of experience and a nationwide presence, Visual Edge IT provides unbeatable managed IT services, cybersecurity solutions, and document workflow innovations.
Join our team of over 1,000 passionate professionals and become a game-changer in the world of technology. With a focus on employee empowerment and a supportive work environment, Visual Edge IT is where champions thrive and new heights are reached.

ABOUT US

Visual Edge IT is a prominent provider of office equipment and managed IT services, serving small and mid-size businesses in the construction, education, finance, healthcare, manufacturing, and professional services industries. We provide best in-class IT solutions, project management, and service and support to improve our clients’ productivity
and lower their costs.

POSITION PROFILE

We are seeking a highly skilled and motivated Leader of Customer Success Managers to join our team. This role is pivotal in driving growth, retaining customers, and ensuring client satisfaction within the organization. The Manager of Customer Success will build upon current processes to provide strategic insights, support decision-making processes, and drive performance across within the organization.

QUALIFICATIONS (EDUCATION, EXPERIENCE, AND CERTIFICATIONS)

• Associate’s degree Required in Business or related field. Bachelor’s degree preferred.
• Required experience: 3+ years in a 24x7x365 Managed Services or SaaS organization.
• 4+ years of experience in customer success, account management, or a related field, preferrable with at least 2 years in a leadership role.
• Strong knowledge of Microsoft M365, including Word, Excel, Outlook, and PowerPoint
• Proficiency with ConnectWise
• Strong leadership and team management skills with the ability to inspire and motivate others.
• Excellent communication and interpersonal skills.
• Proven ability to analyze data and metrics to drive decision-making
• Strong organizational skills with an ability to manage competing client demands.
• Prioritize workload and meet deadlines.

• Lead, mentor, and develop a team of Customer Success Managers to achieve individual and team goals.
• Build strong relationships with customer executive sponsors, key points of contact, the account management team, and the managed services team.
• Report, communicate, and set expectations for service delivery, contract billing, and contractual obligations.
• Develop and implement strategies to enhance customer satisfaction, retention, and growth.
• Monitor and analyze customer success metrics to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams, including Sales and Service, to ensure seamless customer experience.
• Act as a point of escalation for customer issues and work to resolve them promptly and effectively.
• Conduct regular performance reviews and provide ongoing feedback and coaching to team members.
• Ensure the Customer Success Managers are developing trusted advisor relationships and are executing Business Reviews with their clients.
• Assist with onboarding new team members.
• Identify and implement process improvements to enhance the efficiency and effectiveness of the customer success team.
• Other duties as assigned.