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Client Success Manager
GAM Technical Services
Calgary, CAN
Full-time
Manager · 3+ years experience
Onsite
Discovered 1 weeks ago
Full Job Posting
Key Responsibilities
- Client Relationship Ownership
- Act as the primary business point of contact for an assigned portfolio of managed services clients.
- Lead the onboarding handoff from sales to service, making sure new clients know who to call, what to expect, and what was promised.
- Run regular business reviews with client leadership, covering service performance, security posture, and a forward-looking technology roadmap.
- Build relationships beyond a single contact at each client so the account never depends on one person.
- Retention & Renewals
- Own the renewal cycle for your portfolio and start renewal conversations well ahead of term end.
- Monitor client health using ticket trends, satisfaction feedback, and engagement, and act early on warning signs.
- Handle difficult conversations directly, including service concerns, price changes, and scope disputes.
- Account Growth
- Identify opportunities that genuinely help the client, such as hardware lifecycle refreshes, security upgrades, Microsoft 365 improvements, and projects.
- Work with our technical and sales teams to scope and present proposals in line with GAM Tech pricing policy.
- Track the pipeline of opportunities within your portfolio and follow each one through to a decision.
- Service Coordination & Escalations
- Coordinate with Service Delivery on escalations and keep the client updated until the issue is resolved.
- Resolve billing and invoicing questions with our finance and admin team.
- Bring client feedback back into the business so recurring issues get fixed at the root.
- Reporting & Documentation
- Keep client records, meeting notes, and opportunities up to date in our CRM and PSA with attention to detail.
- Report on portfolio health, renewals, and growth to leadership on a regular cadence.
- Qualifications & Experience
- 3+ years of experience in customer success, account management, or client services in a B2B environment; MSP or IT services experience is a strong asset.
- Experience managing renewals and recurring revenue clients, not just one-time sales.
- Comfort discussing technology and cybersecurity with business owners in plain language; you do not need to be a technician, but you need to understand what our team does and why it matters.
- Excellent written and verbal communication; you keep clients informed without being asked, and you are comfortable delivering bad news.
- Strong organization and follow-through; you manage a full portfolio of clients, and nothing goes quiet.
- Commercial awareness; you understand how retention and account growth drive the business.
- Experience with HubSpot, HaloPSA, or similar CRM and PSA tools is an asset.
- Valid driver’s license and access to a vehicle for client site visits.
- Fluency in English is required.
Qualifications
- Experience with HubSpot, HaloPSA, or similar CRM and PSA tools is an asset.
About GAM Technical Services
IT Services & Consulting56 employeesFounded 2012
Canadian managed IT and cybersecurity provider serving small and medium-sized businesses.
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