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At AlphaKOR, our Client Success Managers play a key role in connecting businesses to technology solutions that help accomplish their goals! Brodie McDonald is a Client Success Manager at AlphaKOR and has been with us since September 2022.

In this career insights interview, I sit down with Brodie to gain more insight into what the average day looks like in the Client Success Manager role, key qualities of success from Brodie’s point of view, advice for those looking to get into client success management, and more.

Meet Brodie!

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What drew you to the Client Success Manager position?

The prospect of working closely with a variety of clients and building long-term relationships is what drew me to the Client Success Manager position the most.

What educational background did you need to secure this role?

I have both an Ontario College Diploma in Business and an Advanced Diploma in Leadership and Management. I’m also in the home stretch and final semester of my Honors Bachelor of Commerce (Management) degree. I find that the countless presentations and interpersonal courses throughout my education track provide me with applicable skills for this client-facing role.

What does the average day look like for you in your role?

My days can be equally proactive and reactive; in either case, clients are my number one priority. My time is dedicated to assisting clients in numerous ways. I am an advocate and resource for our clients; I answer their questions, I address their concerns, and I act as an advocate and voice for them inside of our operation. In some cases, I act as a translator between our team and the clients by making sense of technical jargon and communicating information in business terms.

Did you work in the IT industry prior to working at AlphaKOR?

I have plenty of experience working with people. From my humble beginnings as a deli clerk, to phone sales in the retail industry. I learn something new every day from the team around me and widen my knowledge base of the IT industry. 

What is it like working for a Managed Service Provider (MSP)?

It is really rewarding to work in an environment of people who are truly passionate about what they do, the services they provide, and the clients they take care of.

How do you ensure that existing and potential clients have a good experience with AlphaKOR?

I believe the key comes down to one of my earliest life lessons; treat others how you’d like to be treated, the golden rule so to say. My goal is to be honest, sincere, and respectful of anyone, regardless of if they are a client or not. I believe these are just a few of the building blocks to being a great communicator.

What professional skillset and key qualities are critical to the Client Success Manager position?

As simple as it sounds, active listening is one of the greatest skills in this position. With all the information shared and the collaboration between the team and clients, listening with intention and care can pay huge dividends in the Client Success Manager position.

Additionally, organizational skills are also vital as every client presents goals, people, circumstances, and needs that are unique to them. Taking good notes and understanding those aspects of each client go a long way.

What is your favourite part about your job?

Building relationships with people is easily my favourite part about being a Client Success Manager.

What is your least favourite part of your job?

Having to go home at 5 every day! (just kidding).

How do you hope to grow in your field of work?

I hope to grow in knowledge and experience. As relationships continue to develop, so will my responsibilities, skill set, and knowledge base.

If you could choose one superpower, what would it be and why?

The ability to fly because flying would be fun and convenient.

What advice would you give to someone who would like to be a Client Success Manager?

Be yourself, be honest, and understand that there is something to learn from every conversation you have client-facing.

Careers in Business Technology

Are you an energetic and passionate individual who thrives on providing excellent service to both clients and fellow staff? If so, we want AlphaKOR to be the place you want to work. We want you to love your job. Because when you love your job, you’ll do great things. Come and do great things with us! To view our current openings, please visit our Career Opportunities page.

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