Technical Client Success Manager – Hospitality

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

📋 Description

• Act as the primary point of contact between clients and internal technical teams.

• Enhance client satisfaction, retention, and growth through proactive account management and support.

• Comprehend clients' business goals and align IT solutions accordingly.

• Oversee service delivery, onboarding, and ongoing support alongside internal engineers and project teams.

• Track client environments and usage patterns to suggest enhancements or upgrades.

• Recognize risks to client success and formulate mitigation strategies.

• Conduct regular business reviews and provide performance reports (SLAs, KPIs, etc.).

• Work in collaboration with Sales and Technical teams to pinpoint upsell and cross-sell opportunities.

• Represent the client's interests internally while balancing business priorities.

⛳️ Requirements

• 6-10 years of experience in client success, technical account management, or IT service delivery roles.

• Solid understanding of Managed Services offerings (e.g., infrastructure support, cloud services, cybersecurity, networking).

• Knowledge of the ITIL framework and service management tools (e.g., Zendesk, NinjaOne, etc.).

• Exceptional communication, interpersonal, and problem-solving abilities.

• Capability to effectively manage multiple accounts and priorities.

• Experience collaborating with cross-functional teams (sales, engineering, support).

• Technical proficiency and the ability to convey complex IT concepts into business value.

• Preferred: Familiarity with MSP-specific tools.

• Understanding of SLAs, KPIs, and other performance metrics within an MSP context.

🏝️ Benefits

• Competitive salary package.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work environment.