Client Success Manager / vCIO (MSP)

To help continue our rapid growth and solve our clients' toughest problems, we need a Client Success Manager to join the team. The Client Success Manager will be responsible for overseeing a subset of SMB and mid-market clients as the primary relationship manager and advocate by providing strategic and tactical guidance, while adhering to defined client engagement standards. This position will provide guidance and oversight of technology systems ensuring the IT systems are managed, controlled, and optimized with client's specific needs. This individual will act as the Resultant expert - ensuring client technology roadmaps are built and followed, that the work their team performs adheres to Resultant mission and values, and to support Resultant's holistic approach to client service. You will help to manage and deliver assigned operational and project commitments to clients, utilizing the entire client team as necessary and as assigned by the VP of Client Success. Primarily, you will serve as the sole point of contact for your respective clients ensuring quality delivery as both a trusted advisor and point of escalation when their most important initiatives call for it. Primary Responsibilities: - Understand the client's business intimately, their organizational structure, KPIs/OKRs, strategies, technical capital, and human capital, financial considerations, etc. - Understand the client's technological landscape including relevant software, hardware, technical debt, risk aversion, velocity and proclivity towards change, etc. - Develop technology roadmaps for organizations in the SMB, mid-market, and private sectors - Participate meaningfully in our team's solution process through clear and confident discussion of Resultant's solution offerings across Data, Tech, and Digital Transformation - Provide quality assurance and ensure operational excellence on all active projects both formally and informally - Be a confidential support to clients on any challenging realities they face around people, processes or technology, with the intent of helping them overcome these challenges through creative techniques - Participate in sales calls, write proposals, and close opportunities for new work and expansion of existing clients - Act independently and lead relationships based on program requirements - Provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them - Track client opportunities and maintain opportunities within our CRM - Coordinate, or act as a point of escalation for the client service team - Work collaboratively with teams of smart, thoughtful people, to best meet the needs of our clients This is a remote role with expected travel to client sites approximately 10-15% of the time. The position also includes periodic off-hours availability for client support. Qualifications - 4+ years of experience in IT service delivery - 3+ years of experience managing client relationships within an IT Managed Services Provider (MSP) environment - Proven ability to build and maintain relationships with C-suite and senior-level stakeholders - Experience working in a multi-disciplinary, cross-functional technical organization with matrixed reporting structures - Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field - Strong understanding of IT service management frameworks such as ITIL, COBIT, or similar - Relevant IT certifications preferred - Must be willing to travel as needed to client sites (approximately 10-15% of the time) - Must be legally authorized to work in the United States for any employer without sponsorship Some of the skills we are expecting are: - Strong analytical skills and a demonstrated ability to troubleshoot problems - Excellent communication and customer service skills, both written and oral - Ability to explain just about anything technical to anyone, regardless of their background - Experience working in a dynamic IT environment and working on IT projects - Knowledge of project management in relation to the delivery of IT services - Ability to develop and maintain Standard Operating Procedures (SOP) - Experience working with proposals for new business - Demonstrated ability working in a teaming/collaborative environment - Experience solutioning and selling additional services and projects to current clients - Experience with and understanding of the managed services industry with a history of roles outside of client success is preferred - Experience working with SMB and mid-market clients While this position is not primarily technical, it is expected that a candidate will have familiarity with the following technologies: - Servers: Active Directory, Domain, SSL Certificate, Backups, Antivirus - Cloud: Azure, Office 365, AWS, Google - Network: Firewalls, Switches, Wireless, Voice, DHCP, TCP/IP, DNS, Routing - Computers: Computer deployment, printer deployment - Applications and Products: Office 365, Common Line of Business Apps, Barracuda, Fortinet, Cisco, HP - Windows Server, server virtualization, and Desktop operating systems - Anti-virus and antispam products - Identity management solutions - Experience with creating documentation and reports using MS Word, Excel and PowerPoint - Experience working and communicating with hardware and software vendors for maintenance/repair/upgrade/license management - Knowledge of configuration management tools and software deployment