Harbor IT delivers a comprehensive range of IT and cybersecurity services through a streamlined one-stop-shop model. This integrated approach simplifies communication, enabling clients to coordinate with a single provider, thereby minimizing complexity and reducing breakdowns in communication.

Our key services include:

• Comprehensive IT Managed Services
• End-User Helpdesk Support
• Managed Cybersecurity
• Network Management & Design
• IT Due Diligence & Risk Assessments
• Unified Communications

• By keeping these services under one umbrella, we enhance cost efficiency, ensuring significant savings compared to managing multiple vendors. Our expert team guarantees consistent service quality and reliability across all solutions, and our single-source model accelerates decision-making and implementation for quicker project completion. Serving a diverse array of client verticals, we provide tailored solutions that cater to the unique needs of each industry.

As a Harbor IT Sr. Client Success Manager you will focus on retaining, supporting and growing the current client base specific to the Financial Services vertical. The CSM collaborates closely across all teams within the business to address client needs, advocate on their behalf, and drive renewals and growth. The CSM is a trusted advisor for Harbor IT clients, guiding them from sales handover through onboarding, to service optimization, and ongoing engagement and expansion. You will be instrumental in creating long-lasting partnerships and responsible for driving positive business outcomes for our clients.

In turn, the CSM’s are the face of Harbor IT, representing all our teams, to our existing clients. CSM’s should be subject matter experts at understanding our service delivery process and procedures, describing our current solution offerings, and uncovering client needs to create opportunities for expansion and ultimately a successful partnership throughout the entire client journey.

Responsibilities:

Client Relationship Management:

• Build and maintain meaningful relationships by fostering trust and loyalty across several key client accounts.
• Serve as a main point of contact to our clients, by helping them navigate and leverage Harbor IT products and services to best meet their needs.
• Work with clients to establish and track measurable objectives using Harbor IT solutions.
• Meet with clients on regular cadences to understand their business objectives.
• Build trusted relationships with key stakeholders within each existing account to drive engagement. 
• Conduct regular Executive Business Reviews with our clients.
• Lead new clients through the onboarding process.
• Track and update activity in our CRM system.

Client Retention & Account Growth:

• Proactively manage the At-Risk profile amongst client base and run Quality Improvement Plans (QIPs).
• Own the renewal process to maximize contract value.
• Increase client service portfolio by identifying “white space” opportunities within each client.
• Drive additional revenue through proactive relationship management.
• Collaborate with the Sales team to advance expansion opportunities.

Client Advocacy & Feedback:

• Manage NPS campaigns to drive participation and engagement. 
• Act as a client advocate, capturing and relaying feedback to the Business.
• Conduct in-depth reviews of client concerns to improve their experience.
• Identify key client promoters for references, case studies, etc.
• Work closely with the Director of Client Success to serve as a team leader and mentor to other members of the CSM Team.

Departmental KPIs:

• Portfolio Net Uplift (PNU), which includes MRR increases and renewals, greater than 10%.
• Total “controllable” churn and compression less than 5%.
• 90% of client portfolio in a “good” or “average” health status.

What You Bring:

• A passion for delivering exceptional client experiences, with a focus on satisfaction and retention.
• Ability to understand clients’ business goals, anticipate needs, and identify innovative solutions.
• Proven skills in building and nurturing profitable client relationships.
• Excellent attention to detail.
• A proactive mindset, constantly seeking to drive internal improvements and growth.
• Calm and effective under pressure, with a positive approach to resolving challenges.
• Team-oriented, with high integrity, adaptability, and a commitment to supporting colleagues.
• Resourcefulness in finding solutions, even when answers aren’t immediately available.

Requirements:

• 5+ years of experience in client success or account management.
• Experience in the Financial Services vertical a must.
• Proven success in turning detractors into advocates and managing clients across multiple verticals.
• Strong track record of driving results for clients and the company.
• Excellent communication skills, especially in high-pressure situations.
• Ability to navigate complex organizations to accelerate engagement, foster collaboration, and promote growth.
• Self-motivated, empathetic, and focused on continued service improvement.