Job Information
MCPc Holdings, Inc. Client Experience Manager in Cleveland, Ohio
MCPC is a global endpoint management company focused on improving performance, security and sustainability for our clients. MCPC has a purpose, a strategy, and a set of values that animate everything we do. We provide a wide range of services to our clients including Managed Security, Technology Logistics, IT Talent Solutions and IT Asset Management and Disposition. MCPC has consistently been recognized as one of the top companies in the area to work for and we are proud to have employee retention rates that far exceed the national average. MCPC has a strong commitment to Diversity and Inclusion as well as our Early Talent Program that offers opportunities for people of every education level. MCPC also has a strong commitment to giving back to the community through a variety of means including The Foundry, www.clevelandfoundry.org, which was created by our Founder/Chairman Michael Trebilcock.
Core Values:
Principle
Understanding our client’s needs by applying the appropriate people, process, and technology to achieve the desired outcomes
Quality
Tailoring our services to each client’s individual circumstances by maintaining rigorous quality control that is accountable and predictable
Respect
We welcome the unique contributions of each member of the team by striving to communicate, listen and collaborate in everything we do.
Advancement
MCPc offers employees ample opportunities to enhance their skills and grow as people. In 2022, 67 Associates received promotions which is 20% of our workforce!
Innovation
MCPC Pioneers new approaches to technology management by measuring and quantifying the value of our services.
Community commitment
We engage with organizations that address educational, cultural, and social needs. We achieve this by enhancing career development, recreational and educational opportunities for the communities we serve.
Benefits & Appreciation:
401k matching and ROTH option
Company sponsored events (picnics, cookouts, and volunteering opportunities).
Competitive Medical, Dental and Vision package.
Company paid Holidays and Paid Time Off.
Career paths and advancement
The Client Experience Manager is instrumental in ensuring a smooth onboarding process for new clients and maintaining the ongoing success of their co-managed services. This role requires regular interaction with clients to understand their needs and to provide strategic solutions that enhance their operational effectiveness. This individual will also support cross-selling and upselling opportunities, thereby expanding the client's service utilization and enhancing value for both the client and the company.
Key Responsibilities:
- Client Onboarding:
Coordinate and manage the onboarding process for new clients, ensuring a seamless transition into co-managed environments.
Facilitate initial setup and integration of services, providing clear communication and support throughout the process.
- Account Management and Stabilization:
Monitor client environments and work collaboratively to address any issues swiftly.
Maintain high client satisfaction by providing dependable and efficient solutions to any operational challenges.
- Growth and Expansion:
Identify and pursue opportunities for cross-selling and upselling to enhance the breadth and depth of services offered to clients.
Develop and present compelling proposals for additional services based on an in-depth understanding of client business needs and objectives.
- Strategic Business Reviews:
Conduct regular business review meetings with clients, both operationally and strategically, to ensure alignment with their business goals.
Offer insights and recommendations that align with client strategies and promote further business integration.
- Client Retention and Relationship Management:
Build and maintain strong relationships with client stakeholders at all levels.
Act as the primary point of contact for clients, ensuring high levels of client engagement and satisfaction.
Required Skills and Qualifications:
Proven experience in client management, particularly in IT or related fields.
Strong understanding of IT management and co-managed environments.
Excellent communication, negotiation, and presentation skills.
Ability to manage multiple client accounts and projects effectively.
Strong analytical and problem-solving skills.
Bachelor’s degree in business administration, IT, or related field.
Desired Attributes:
Proactive and client-centric approach in resolving issues.
High adaptability and flexibility in a dynamic environment.
Strong leadership skills and the ability to inspire team members.
Passion for delivering exceptional client service and driving business growth
Physical Requirements
The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability. The ability to drive to and from customer appointments is required. The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal and numerical intelligence. The workplace environmental conditions are that of a temperature controlled and clean office setting.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job related instructions and to perform other job related duties requested by their supervisor.