Client Success Manager, vCIO

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a select group of SMB and mid-market clients as the primary relationship manager and advocate.

• Offer both strategic and tactical guidance while adhering to established client engagement standards.

• Oversee and guide client technology systems to ensure they are effectively managed, controlled, and optimized.

• Serve as the Resultant expert and ensure that client technology roadmaps are developed and adhered to.

• Ensure that team efforts align with Resultant’s mission and values, supporting a comprehensive client service approach.

• Manage and fulfill assigned operational and project commitments to clients.

• Act as the sole point of contact, trusted advisor, and escalation resource for assigned clients.

• Comprehend clients’ businesses, organizational structures, KPIs/OKRs, strategies, technical and human resources, and financial factors.

• Evaluate clients’ technological environments, including software, hardware, technical debt, risk tolerance, speed, and readiness for change.

• Create technology roadmaps for SMB, mid-market, and private-sector organizations.

• Engage in solution development across Data, Technology, and Digital Transformation services.

• Ensure quality assurance and operational excellence throughout active projects.

• Assist clients with challenges related to personnel, processes, and technology.

• Participate in sales calls, draft proposals, and secure new and expansion opportunities.

• Operate independently and cultivate relationships according to program specifications.

• Monitor client opportunities and keep them updated in the CRM.

• Coordinate or serve as an escalation contact for the client service team.

• Work collaboratively with cross-functional teams to fulfill client needs.

• Travel to client locations roughly 10–15% of the time and provide occasional off-hours client support.

⛳️ Requirements

• Minimum of 4 years of experience in IT service delivery.

• At least 3 years of experience managing client relationships within an IT Managed Services Provider (MSP) setting.

• Demonstrated ability to cultivate and sustain relationships with C-suite and senior-level stakeholders.

• Experience in a multi-disciplinary, cross-functional technical organization with matrix 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 are preferred.

• Must be open to traveling to client sites as required, approximately 10–15% of the time.

• Must have legal authorization to work in the United States for any employer without sponsorship.

• Excellent analytical skills with a proven ability to troubleshoot issues.

• Exceptional written and verbal communication and customer service skills.

• Capable of conveying technical concepts to individuals regardless of their background.

• Experience in a fast-paced IT environment and involvement in IT projects.

• Knowledge of project management as it relates to IT service delivery.

• Ability to develop and maintain Standard Operating Procedures (SOP).

• Experience in crafting proposals for new business opportunities.

• Proven ability to thrive in a collaborative/team-oriented environment.

• Experience in proposing and selling additional services and projects to existing clients.

• Familiarity with and understanding of the managed services industry is preferred.

• Experience working with SMB and mid-market clients.

• Knowledge of Active Directory, domains, SSL certificates, backups, antivirus, Azure, Office 365, AWS, Google, firewalls, switches, wireless, voice, DHCP, TCP/IP, DNS, routing, computer and printer deployment, common line-of-business applications, Barracuda, Fortinet, Cisco, HP, Windows Server, server virtualization, desktop operating systems, antivirus and antispam solutions, and identity management services.

• Experience in creating documentation and reports using MS Word, Excel, and PowerPoint.

• Experience in communicating with hardware and software vendors for maintenance, repairs, upgrades, and license management.

• Knowledge of configuration management tools and software deployment.

🏝️ Benefits

• Unlimited vacation policy.

• Significant contributions to 401k plans.

• Numerous opportunities for personal and professional development.

• Performance-based compensation with aligned incentives.

• Flexible remote work arrangements.

• Support and development for team members.