Client Services Manager

About Katalyst.

 

Katalyst, founded in 2006 in in the Carolinas, is a boutique technology services firm headquartered in Charlotte with additional locations in North and South Carolina. For nearly 15 years, we have grown our business with the belief that providing best-in-class expertise focused on sustainable business outcomes in every engagement will result in long-term success. 

 

We accomplish this by putting the Client at the center of what we do; knowing that if we delight our client in every engagement, by empowering their organization, it builds lasting relationships from trust that is earned. At Katalyst, we take pride in our gritty “can do” culture in getting “it” done as well as our high regard for humility – being confident in what we know, knowing what we don’t, and sticking to what we’re good at.

 

Our organization puts a high value on family, with a culture that expects you to work hard but provides you the flexibility to make the time with the family when it matters. This is a fun, tight-knit company fo hard-working individuals that share in our values at Katalyst. We offer great benefits, flexible work schedules and a very dynamic environment with some day travel in the Carolinas and an occasional overnight. If you are looking for a company that embraces creativity, tenacity, and grit please apply to join our team.

 

Position Description: 

 

The Client Services Manager is an integral member of the Sales organization. This role is focused on client adoption and utilization of Katalyst’s Services, Software and Maintenance programs. The role will encompass the management of service and software contracts that are tailored to a specific client’s needs. This is inclusive of setting up new service and software contracts as well as driving and upselling renewals of these contracts. They will also coordinate the ordering and activation of these annuity contracts. This role will work out of our Charlotte office.

 

This role has close alignment with Client Experience team, the Sales Organization, Business Development and Marketing. The objective of this role is to retain, drive and grow our Services Annuities business through the effective use of business intelligence, cultivating close working

relationships with our clients, and creating actionable opportunities throughout the renewal lifecycle that add business value. It also involves educating our Clients and Katalyst Account Managers on how to effectively evangelize and grow our Services Annuities business within our client base as well as new prospects.

 

This role will also own, maintain, manage the software and service contracts within Salesforce for accurate tracking of support and agreements on a per client basis. This will entail proactive planning of upcoming contract renewals 6 months prior to end date and will require close coordination with the outside sales team to drive client value in the new services and support contracts. This role requires a candidate that has excellent attention to detail, the desire for additional performance-based compensation by supporting the outside team and driving client value with upselling, and careful coordination and communication with our clients, the sales organization, and finance.

Responsibilities/ Job Function:  

  • Focus on ensuring Katalyst Clients maximize the value they receive from our Services, Software and Maintenance offerings.

  • Act as the main point of contact and Subject Matter Expert for all internal sales questions pertaining to our Services, Software and Maintenance products and programs.

  • Work closely with the Client Experience and outside sales team in the onboarding of new annuity clients as well as quarterly reporting and accountability of these services

  • Develop and maintain levels of expertise in Services, Software and Maintenance products as well as programs and policies to support and enable the Sales organization and our Clients.

  • Create, maintain and support the sales and renewals of all Services, Software, and Maintenance contracts Proactively monitor all customers' renewals and work closely with the account manager to ensure we present accurate and efficient information to the customers in a timely manner.

  • Work with outside sales organization, vendors and customers to maintain ongoing business through direct sales support to ensure effective delivery of communication and services

  • Work closely with Business Development and Marketing on growing Katalyst Annuity Services

  • Work with post sales to coordinate accurate, timely and successful procurement of the orders from distributors and vendors to ensure delivery to the end users

  • Maintain positive working relationships and work closely with partner's representatives to execute programs and remain apprised of partner's solutions.

  • Develop a Services, Software and Maintenance roadmap in alignment with customer needs and renewal timeline.

  • Work closely with the Client Experience team in validating the adoption and activation of our respective software and service offerings.

  • Provide Customer support on respective contracts, licensing, changes and visibility

  • Build and track financial business cases on consolidating and optimizing service contracts

  • Manage regular pipeline/forecast of all annuity renewal opportunities across product lines and business units

  • Assist sales teams on customer calls and presentations

  • Work with sales management to build awareness of campaigns and programs

  • Work closely with Sales leadership in the onboarding process of new team members in the sales organization

  • Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above.

 

Competencies: 

  • This is an office-based role but has performance-based incentives in working with the outside sales team.

    • Must be sales driven

    • Must have excellent attention to detail

  •  Outstanding communication and organizational skills

  •  Enjoy working with customers and external audiences

  •  Solid skill in preparing written communications and materials

  •  Must be able to gather important information and disseminate it appropriately

  •  Must have strong problem-solving skills

  •  Must be able to take initiative

  •  Must be flexible and adaptive

  •  Must desire to bring order to chaos and thrive in an environment where priorities can shift

 

Qualifications/Experience:

  • Bachelor’s Degree preferred

  • Excellent administrative skills including but not limited to being able to work independently and possess strong problem solving, organization and customer service skills

  • Must be able to prioritize and handle multiple projects/deadlines simultaneously along with a strong attention to detail and accuracy

  • Able to wear multiple hats and juggle different types of responsibilities when needed

  • Solid instincts of sales and customer service

  • Will need to develop knowledge base of end to end renewals cycle

  • Must be able to build quotes, review contract terms, negotiation pricing, identify up-sell opportunities and handling objections

  • Monitor quote creation progress to mitigate contract closure risks

  • Strong knowledge of MS Word, Excel, PowerPoint and Outlook

 

Compensations/Benefits: Will be commensurate with experience and skills 

 

Estimated travel:  No overnight is expected in this role aside from possible training opportunities every few

months. Estimated 1 +/- day travel per week as needed.

 

Relocation:  no


 

Apply Here
In addition to filling out the form below, please send your resume to sdamico@katalystng.com