Job DescriptionAbout This RoleThis is the person clients call first and trust most.
Three things must be unmistakable about this role:You OWN your accounts. You're the single point of accountability for the clients in your portfolio - their delivery, their outcomes, their renewals, their trust. When something needs to happen, you make it happen.
You're HANDS-ON. You roll up your sleeves on real engagements with real clients every day. Kickoffs, project management, go-lives, QBRs, the hard conversations - you're in all of them. This is a doing role, not a directing one.
You're the VOICE OF THE CLIENT. You sit close to delivery and surface what you hear from clients - turning real signal into input that shapes how ICS serves them better.
What You'll Own- The full client relationship for your portfolio - through kickoffs, project management, go-lives, renewals, AND the quiet stretches in between
- Delivery outcomes for your accounts - coordinate with engineering delivery teams, keep work on-time and on-budget, and drive issues to resolution
- Client health and retention - spot risk early, act before it becomes churn, and create expansion opportunities where they're real
- A proactive, not reactive client posture - anticipate needs, surface risks early, and act before issues become escalations
- QBRs and executive touchpoints - you build the deck, you run the room
- A voice-of-the-client feedback loop - translate what you hear into actionable input for delivery and product
- Adoption and value realization - make sure clients actually get what they're paying for
- Coordinate vendor outreach and manage quote workflows end-to-end to support efficient, timely, and high-quality customer expansion outcomes
Who We're Looking For- 2-4 years in client success, account management, or services delivery at a cloud services / MSP / IT services firm
- Exposure to our industry (cloud, cybersecurity, modern workplace) and comfort building credibility in our clients' industries (hospitality and financial services)
- A track record of owning client relationships and delivery outcomes - keeping accounts healthy, renewed, and growing
- Comfortable being the senior ICS voice in a client room AND the one writing the QBR deck
- Genuinely AI-forward in how you operate, not just in how you talk
- Wants to do the work that matters, hands-on, every day
How We'll Measure Success- Client retention, renewal, and expansion across your portfolio
- On-time / on-budget delivery and exceptional NPS/CSAT for your accounts
- Strong, durable client relationships that survive the quiet quarters
- Client signal surfaced into delivery and product decisions
- Quantifiable contribution to the 10x plan
Tech Stack You'll Be Delivering AroundMicrosoft Azure, Entra ID, M365 and Modern Workplace, SharePoint, Intune, cybersecurity tooling (identity, endpoint, and security posture), and the Zoho platform - the real Microsoft-cloud-and-security work mid-market clients actually need.
Not a Fit If- You need a big-company process to hide behind
- You don't want to be hands-on - this is a doing role, every day
- You expect a fully-built playbook or a quiet quarter
- You haven't sat across from a client as a senior, trusted voice
- You want fully-remote - this role is in Dallas, in-office
How to ApplyIn your application, skip the cover letter - instead, include a short note about a client relationship or delivery situation you turned around: what was at risk, what you did, and what moved as a result. That tells us more than a resume ever will.
Referrals very welcome.
