Job Description
Agio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Agio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting. With nearly 250 employees, the company is headquartered in New York, NY with its Network Management Center (NOC) in Norman, OK and Security Operations Center (SOC) in Raleigh, NC. For more information, please visit https://agio.com/.
Job Description
The Customer Success Manager (TAM) at Agio is a person accountable for the overall client experience of the accounts assigned to them. TAM is responsible for understanding, managing, and overseeing all the technical configuration within the client’s organization. TAM is the client champion with key knowledge about customer’s people, process, and technology and is the primary escalation point for all matters related to service delivery. TAM will partner with all members of the Client Development team to create a growth strategy and identify ways to grow Agio’s business within their accounts.
RELEVANCY TO AGIO’S MISSION AND VISION
As a TAM, you will have a direct impact to Agio’s Vision and Mission. Your activities and contributions will have a direct impact on Agio and its clients. Through your day to day activities, your objective is to:
- Create Agio Ambassadorship – Client is a promoter of Agio and its services
- Generate Customer Loyalty – Client is renewing all the services with Agio
- Generate Growth within Customer Account – Client is growing their spend with Agio by expansion of services
- Secure/Reliable/Resilient – Client does not have gaps in documentation, configuration, or persistent issues.
- Reduce MRR at risk from unhealthy or at risk clients
Expected Results- Measurements
- Loyalty
o Retention of Agio Services – 95% YOY retention of MRR
o IT Governance Attainment - 100% completion of all proactive activities
o Clients are referenceable clients (50% of more clients agree to be references)
o Reduction of Revenue Churn (< 10% Of MRR)
o Entitlements – All devices and users are associated to service entitlements
Expected Activities
- Work directly inside POD team to ensure knowledge sharing and key information for accounts.
- Manage and keep client data current in key systems
- Meet regularly (in-person) with client on agreed cadence to:
o Present insightful analysis based upon data
o Monitor and ensure all the scheduled reporting is delivered on agreed cadence (Success Criteria Reporting, IT Governance Activities)
o Understand current challenges and planned projects where Agio can add value
o Ensure accurate scoping of episodic projects and other technology engagements
- For all clients, collaborate with Client Development Manager on new opportunities and contract renewals
- Perform review and reconciliation of
o Service usage and adoption as well as usage trends
o Service Entitlements
o Monthly invoices
o Key processes & procedures
o Urgent/Negative service interactions
- Follow-up and be the single point of escalation for client on Escalated issues
o Follow-up on all case survey feedbacks where feedback is < 7
o Follow-up on all cases escalated to Agio-escalations for the accounts you are managing
- Educate and keep client and internal Agio teams updated on client feedback/discussions
o Send an email with Meeting Notes after every call/meeting with client; bcc to SalesForce
o Post customer feedback on client’s Yammer page
o For urgent and timely activities that need to be done in < 7 days, add client to CodeRed list and update the CodeRed list with all the activities that need to be completed within 7 days
o For clients that are at risk of leaving Agio, add them to At Risk list and complete the At Risk client worksheet
Expected Behavior
- To act as the primary technical interface between the client and AGIO
- To have an in-depth working knowledge of the client’s technology and business workflows and configurations.
- To build and maintain excellent relationships with the wider Client Development teams
A Day in the Life of TAM...
- Review all open cases and follow-up on all critical/high priority cases
- Review client feedback (Case Surveys) and follow-up on any scores < 7
- Review latest analysis of provided client data
- Review sentiment trends and identify corrective actions
- Interact with Client Development team to review strategic plans
- Monitor and respond to escalations from client
- Follow-up with client on urgent/time sensitive activities
- Follow-up on any delayed pro-active activities
A Week in the Life of TAM...
- Host and run the weekly service review meeting (if required)
- Review unhealthy or at-risk clients
- Review case trends and identify and create problems cases
- Update Account information and documentation
- Review open projects (if any) and follow-up with PM on current status
- Onsite or virtual visits with clients as required
- Identify areas for problem resolution with assigned clients
A Month in Life of TAM...
- On-site visit with clients as needed
- Present Agio Insights on schedule
- Host and run the monthly service review meeting
- Analyze and report on IT Governance activities
- Update strategic plans with shared pod team
- Create and schedule ad-hoc activities
- Review monthly invoice
- Review and identify ways to improve Client Profitability
- Perform pro-active activities: update VIP users, Infrastructure Review, Vulnerability and Patch Status Review
Required Skills/Experience
- Bachelors or Master’s Degree
- Prior experience in account management or as a Customer Success Manager
- Strong people and project management skills.
- Strong and effective oral and written communication skills.
- Understands the business domain, customer positioning and prevailing technologies.
Preferred Experience
- Prior experience working at a Managed Service Provider
- Engaging at all levels within an organization right to C level
- Knowledge of the Hedge Fund and PE business
Competencies
- Analytical Skills
o Collects and researches data
o Designs workflows and procedures
o Identifies data relationships and dependencies
o Synthesizes complex or diverse information
- Business Ethics
o Inspires the trust of others
o Keeps commitments
o Treats people with respect
o Upholds organizational values
o Works with integrity and ethically
- Communications
o Exhibits good listening and comprehension
o Expresses ideas and thoughts in written form
o Expresses ideas and thoughts verbally
o Keeps others adequately informed
o Comfortable presenting and/or speaking to a large group
o Selects and uses appropriate communication methods
- Customer Service
o Exceptional customer focus and bias for action
o Displays courtesy and sensitivity
o Manages difficult or emotional customer situations
o Meets commitments
o Responds promptly to customer needs
o Solicits customer feedback to improve service
- Job Knowledge
o Competent in required job skills and knowledge
o Displays understanding of how job relates to others
o Exhibits ability to learn and apply new skills
o Keeps abreast of current developments
o Requires minimal supervision
o Uses resources effectively
- Problem Solving
o Develops alternative solutions
o Gathers and analyzes information skillfully
o Identifies problems in a timely manner
o Resolves problems in early stages
o Works well in group problem solving situations
Qualifications
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
LANGUAGE ABILITY
• Ability to read, analyzes, and interpret common technical journals, and legal documents such as contracts. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
EDUCATION
- Bachelor’s degree (B.A.) from four-year College, or University, and/or training or equivalent combination or education and 5+ years’ experience in the financial services vertical.
COMPUTER SKILLS
TECHNICAL SKILLS
- Microsoft Office Suite
- Working knowledge of cloud technologies, specifically Microsoft Azure
- Working knowledge of network infrastructure
- Working knowledge of server technology
- Technical knowledge, both of current technology and emerging trends
Perks/Benefits
- 20 PTO days
- 10 sick days
- 32 hours of paid volunteer time
- Commuter benefits
- Comprehensive medical benefits
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