Client Services Manager

We’re Apogee. Nice to meet you. At our core, we’re a student services organization that happens to focus on IT. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today’s technology-savvy generation.

We work hard, celebrate success and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.

We are hiring a Client Services Manager to support our Ohio and Pennsylvania based clients. We’re proud of our reputation, and it doesn’t come easily. We proactively monitor our customer’s accounts, deliver an exceptional customer experience, and work closely with our in-house technical teams to resolve escalated issues.

This is a work from home position. Employee must be in Ohio or Pennsylvania, preferably in Pittsburgh, PA.

The salary range for this position is $55,000-$90,000 + Commission.

Requirements

1. Act as a single point of contact for assigned Apogee clients (typically IT executives at Universities).
2. Proactively manage the client’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met.
3. Promote and generate revenue growth, contract retention, and overall customer satisfaction
4. Serve as the conduit and escalation point for problem management of customer troubles and issues.
5. Provide focused contact and assistance to clients based on their needs
6. Negotiate and close renewal contracts with assigned schools
7. Negotiate and close contracts for additional services with assigned schools
8. Own and manage all customer communications or escalations pertaining to new orders, move/add/change orders, billing issues and any service related issues.
9. Collect and interpret service improvement root cause analysis (RCA) and corrective actions working in conjunction with the NOC and engineering and call center teams.
10. Collaborate with client Housing / IT team for the on-boarding and re-boarding of any client portal changes or needed documentation for the campuses.
11. Interface with internal and external customers towards effective management of a project or customer expectations. Work in harmony with Project Managers on implementation and guidelines outlined for every new install.
12. Ensure that the client and customer experience is at or above pre-established expectations based on direct customer feedback (such as end user student customer satisfaction survey results, stewardship calls, housing and Student Gov’t meetings, etc.)
13. Build excellent relationships with multiple customer tier contacts to optimize potential of extending/expanding existing contracts and securing referrals. Ensure we are not “single-threaded” into our universities and colleges.
14. Request maintenance approvals from clients for Client Account Management assigned accounts.
15. Prepare monthly steward report data for Client Account Management assigned accounts.
16. Maintain client contact list for mailing and email distribution.

You'll love this job if this describes you:

• You are dedicated to meeting the expectations of your external and internal customers. You’re able to build effective relationships, and your hard work typically gains you respect and the confidence of others.
• Clear Communication Skills. Your written and verbal communications are friendly, to the point, and professional. You have a natural, but realistic tone to your communication style, and you’re not afraid of tough conversations.
• Business Acumen. Probably because you’ve worked since you were old enough, you have a developed sense of how businesses work and how to get things done in a professional environment.
• Comfort with a growing and changing business. We’re a growing business, and you need to be comfortable doing work in a constantly changing environment. You’re ability to work with some ambiguity, and willingness to get the job done are great assets.
• Customer Service in a technical environment. We are a technology company, and your comfort in a technical environment will help you ramp up quickly. Ideally, you have experience in our industry.
• Inherent Time Management. You have a natural strength in managing your time, and it’s demonstrated in the work systems, and approach you take with your job.

Notes about this job:

Location. You must live in Ohio or Pennsylvania for this work from home role.

Travel. Most of the travel for this role is regional, and you can expect to be on the road 20-30% of the time.

Benefits

Our employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep getting better so here is what we are offering:

• An attractive salary
• Health insurance plan including Health Savings Account matching program
• Monthly stipend for cellular and data usage
• Engineering and Technical teams receive cash bonuses for obtaining certifications
• Maternity and Paternity leave

At Apogee, we believe education is a doorway to a fair and just society. Within our own walls, we stand committed to creating a healthy culture of diversity and inclusion, empowering one another as advocates for an inclusive workplace, and doing so transparently. Apogee employees founded three employee-led groups in 2020 including Diversity and Inclusion, Civic Awareness, and Apogee Veterans.

Accommodation:

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Human Resources, hr@apogee.us.