Customer Success Manager (IT, Cybersecurity & Compliance)
San Pedro Sula, Cortes, Cortes, Honduras
Full Time
Experienced
Position Title: Customer Success Manager (IT, Cybersecurity & Compliance)
*When you submit your resume, please make sure it is uploaded in English.
The Customer Success Manager (CSM) is responsible for building long-term client relationships, ensuring service satisfaction, driving account expansion, and aligning technology solutions with business objectives. This role is deeply rooted in the legal industry, serving firms ranging from boutique practices to multi-country law operations, also working with government, healthcare and other industries.- Client Relationship Management
- Act as the primary point of contact for assigned client accounts.
- Conduct monthly VCIO strategy meetings to align services with the client’s business and legal workflows.
- Maintain a strong understanding of client operations to anticipate needs, risks, and opportunities. Oversee smooth onboarding and ensure consistent engagement throughout the customer lifecycle.
- Service Oversight & Operational Excellence
- Monitor ticket volumes, SLA adherence, and service quality metrics.
- Coordinate project deployments, system upgrades, and infrastructure initiatives.
- Ensure documentation, configurations, and client records are accurate and up to date.
- Maintain close alignment with internal teams to drive results and resolve issues proactively.
- Reporting, Analysis & Strategic Planning
- Deliver monthly service reports, summarizing performance, open items, and future improvements.
- Identify technical trends or inefficiencies and propose actionable recommendations.
- Assist clients in IT budget planning and roadmap development based on usage insights and legal industry standards.
- Inside Sales & Account Growth
- Identify upsell and cross-sell opportunities based on client needs and infrastructure maturity.
- Collaborate on quotes, proposals, and Statements of Work (SOWs) for new services or products. Manage license renewals, hardware refreshes, and lifecycle planning.
- Support the sales team in developing customized technology solutions for legal operations.
- Customer Advocacy & Billing Support
- Champion the client’s voice internally to ensure expectations are met.
- Support billing clarity by explaining charges, usage, or contractual details.
- Act as a liaison between technical, financial, and sales teams to streamline service delivery and issue resolution.
- Industry Expertise
- Utilize GoCloud’s experience with firms such as Law Offices, and others to provide tailored IT advisory. Understand legal compliance environments (e.g., document confidentiality, case management, remote workforce policies).
- Communicate IT concepts in a clear, business-focused manner relevant to law firm stakeholders.
- Sales Support & Quoting
- Support the sales team by preparing and reviewing quotes, proposals, and licensing renewals.
- Ensure all documentation aligns with service standards, client expectations, and current contracts. Assist in structuring Statements of Work (SOWs) for new services, onboarding, and infrastructure upgrades.
- Provide technical and business context to support the close of new initiatives within existing accounts.
- Reporting & Metrics to Existing Accounts
- Deliver structured monthly and quarterly reports with relevant KPIs such as ticket volume, SLA adherence, project status, asset inventory, and service usage.
- Leverage data to drive meaningful client conversations and support informed decision-making. - Present trends and action plans in regular business reviews (QBRs/VCIO), highlighting both achievements and areas for optimization.
- Expansion Within Existing Accounts
- Develop account growth strategies through continuous engagement and needs assessment.
- Identify opportunities for service upgrades, add-on solutions, and new projects based on evolving client demands.
- Collaborate with internal departments to scope, price, and deliver expansion plans in a way that aligns with the client’s business goals.
- Track growth pipeline within existing accounts and report regularly on progress to leadership.
- 3–5 years of experience in a client-facing IT service or account management role, preferably in Technology or Software or TELCO or Managed Services or MSP environments.
- Strong familiarity with IT operations, Microsoft 365, remote desktop environments, cloud services, and ticketing platforms (e.g., ConnectWise, Autotask or any other PSA).
- Experience working with or supporting complex customers or professional services firms is highly preferred.
- Excellent verbal and written communication skills, with the ability to translate technical information for non-technical audiences.
- Proven ability to manage multiple client relationships, balance priorities, and deliver high-touch customer service.
- Sales-oriented mindset with the ability to identify new opportunities and assist with quoting and proposals.
- Strong organizational skills, attention to detail, and proactive problem-solving ability.
- Professional presence and client-first attitude in all interactions.
- Bachelor's degree in Information Technology, Business Administration, or a related field is preferred.
No Third Party Agencies or Submissions Will Be Accepted.
Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP
Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.
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