Location: This position is on-site for candidates located in the San Diego area. Candidates residing outside the San Diego area may work remotely.
Company: IPS Group is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products in the United States of America and has been delivering world-class solutions to the telecommunications and parking industries for over 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system.
Job Description:
IPS Group is seeking an enthusiastic and customer-focused Associate Client Success Manager (ACSM) to support a portfolio of customer accounts and help ensure a positive client experience. This entry-level role serves as a primary point of contact for assigned customers while partnering closely with senior Client Success Managers to drive customer engagement, satisfaction, and retention.
The ideal candidate is eager to learn, enjoys building relationships, and is passionate about helping customers achieve success. This role provides an excellent opportunity to develop customer success, account management, and relationship management skills while gaining exposure to strategic account management.
Essential Duties and Responsibilities:
Customer Relationship Support
- Manage a portfolio of smaller and less complex customer accounts.
- Build positive relationships with customers through regular communication and follow-up.
- Serve as a day-to-day point of contact for customer questions, requests, and support needs.
- Develop an understanding of customer goals and business needs.
- Support customer meetings, account reviews, and engagement activities.
Customer Engagement & Adoption
- Conduct proactive outreach to customers through phone calls, email communications, and virtual meetings.
- Assist customers with product adoption and utilization of IPS solutions.
- Share educational resources, best practices, and product information with customers.
- Monitor customer engagement and escalate concerns or risks as appropriate.
- Support customer onboarding and training initiatives.
Customer Satisfaction & Retention
- Help ensure customers receive timely responses and support.
- Maintain regular contact with assigned accounts to strengthen customer relationships.
- Identify customer concerns and partner with internal teams to resolve issues.
- Support retention efforts by promoting customer engagement and satisfaction.
- Escalate potential churn risks to senior team members when necessary.
Service Excellence & Issue Resolution
- Maintain ownership of customer inquiries and ensure appropriate follow-up.
- Work closely with Support and Operations teams to help resolve customer issues.
- Communicate clearly with customers regarding issue status and next steps.
- Document customer interactions and resolutions within CRM and ticketing systems.
- Ensure customer requests are routed and addressed appropriately.
Cross-Functional Collaboration
- Collaborate with Support, Operations, Finance, Product Management, and Sales teams to support customer needs.
- Share customer feedback and insights with internal stakeholders.
- Assist with onboarding, customer communications, and account maintenance activities.
- Maintain accurate customer records and activity tracking within CRM systems.
- Participate in team meetings, training sessions, and professional development opportunities.
Physical Demands, Equipment, and Machinery:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.
Sitting, standing, walking, lifting, and storing supplies and materials throughout the day. Ability to perform work on a desktop or laptop computer requiring manual dexterity to operate keyboards, calculators, and photocopying equipment. Ability to sit for long periods of time, concentrate on a task without being distracted and look at a computer screen to see details at close range.
Work Environment:
The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.
Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an "AT-Will" employer. It is the policy of IPS Group not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.
Benefits:
- 401(k)
- 401(k) matching (up to 3%)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Job Type: Full-time
Salary range: $55k-$65k/yr
An Equal Opportunity Employer-M/F/D/V
