Timmons Group is currently seeking an experienced Client Success Manager to join our Richmond, VA office location.

Timmons Group technology division has a growing base of clients and technology solutions that need ongoing maintenance, support, and managed services. The Client Success Manager function is to be the main point of contact for our clients regarding support services, maintenance and contract negotiation, and all things post-implementation. This person will work closely with clients and internal staff to manage maintenance, deliver support enhancements, and address reported issues submitted by our clients. The Client Success Manager will collaborate with our internal staff and client stakeholders to define requirements and work to ensure timely communication and delivery of services. The Client Success Manager will communicate with clients and internal teams to ensure ongoing client satisfaction and identification of potential new services and proactive maintenance for our clients. This position will be responsible for creating and maintaining maintenance contracts and detailed documentation. The Customer Success Manager will also track for agreed upon scopes of services, deliverables, and general status reporting throughout the lifecycle of the contract. This position requires excellent organizational and communication skills.

Essential Duties and Responsibilities:

• Provide outstanding customer service to our clients
• Manage and maintain maintenance, support, and managed services contracts and client communication
• Evaluate and prioritize client identified support issues
• Define and manage support tickets along with schedule, budget, and resource allocation
• Create and manage maintenance contracts for new and existing clients
• Provide ongoing consulting to clients to identify additional support services
• Conduct client status meetings and create corresponding reports per client
• Track maintenance contract financials and monthly invoicing
• Work with project team members to identify work required to achieve support services
• Create, maintain, and report support metrics to the management team
• Manage risks, issues, and scope changes on maintenance, support, and managed services contracts
• Coordinate the planning and execution of daily, weekly, monthly support issues
• Plan and execute routine maintenance activities
• Ensure quality standards for all services through our support system
• Facilitate and coordinate project transition from project to support phase
• Collaborate with Business Analysts and Development teams to manage service items
• Develop informative, professional, and usable documents for clients and support teams
• Work with teams to continually improve delivery of services to our clients
• Assume Business Analyst responsibilities, as needed
• Coordinate with Business Unit management for monthly financials and forecasting
• Coordinate with financial support resources for monthly invoicing of clients for services rendered
• Coordinate with Group Leader, Managers, and Project Managers for proper resource scheduling/balancing

Skills/Requirements:

• Bachelor’s Degree required in Business, Project Management or another related field
• Must have 5-7 years of project management or client/customer support management experience with professional services or consulting firms
• Must have strong communication and interpersonal skills, both verbal and written
• Able to translate technical tasks into business value
• Must have strong problem-solving skills
• Must be detail-oriented and organized
• Able to multi-task, work independently, and manage/prioritize time and workload in a fast-paced environment
• Preferred experience with local, state, and/or federal government agencies
• Experience working with remote teams and/or clients
• Experience working in agile/iterative delivery environments
• Able to build and maintain client relationships
• Able to provide direct and constructive feedback to both teams and individuals
• Able to delegate tasks and provide direction as needed
• Able to manage project budgets and invoices

The requirements listed above are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are looking for high energy, creative, flexible, patient, self-starters who are willing to work at a dynamic pace. Candidates must share a commitment to our company’s Vision, Mission and Shared Values.

Timmons Group is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or protected Veteran status.

Timmons Group is a multi-disciplined firm recognized nationally as a “Best Firm to Work For”. We help government and private clients alike to scale and grow through GIS services. With over 30 years providing expert GIS services, our award-winning team is ready to provide the flexible services to meet the needs of any organization. Our service expertise ranges from traditional GIS architecture and system configuration to custom application development to Enterprise Asset Management. We pride ourselves in being technology professionals that differentiate our services with unrivaled customer service. We are dedicated to solving challenges and helping our clients achieve their vision. For more information, visit www.timmonsgis.com.