Client Success Manager (Remote in US)

Resultant • Full-time • Remote (Remote from Indiana, Indiana, United States) • 1d ago

Fast Facts

Resultant is seeking a Client Success Manager to enhance client relationships and oversee technology systems for SMB and mid-market clients. This remote position involves strategic guidance, quality assurance, and ensuring client satisfaction with IT services.

Responsibilities: Manage relationships with clients, develop technology roadmaps, engage in operational oversight, and support project commitments while acting as the primary client contact.

Skills: Strong communication, analytical skills, customer service proficiency, and familiarity with IT service management frameworks and technologies.

Qualifications: 7+ years in IT service delivery, 3+ years in client relationship management within an IT MSP environment, and a Bachelor’s degree in a related field.

Location: Remote in the US with occasional travel to client sites (10-15%)

Compensation: Not provided by employer. Typical compensation ranges for this position are between $85,000 - $120,000.

Company Description

Resultant is an outcomes-focused consulting firm committed to helping clients make technology a strategic asset and use data to guide better decisions. But we’re not just data and tech experts; we are problem solvers and industry experts who work alongside our clients to help them achieve their mission.

We don’t solve problems for our clients. We solve problems with them.

We take the time to deeply understand goals and roadblocks to drive toward outcomes that serve organizations, people, and communities. Through outcomes driven by data analytics, technology solutions, digital transformation, and beyond, our team works with clients in both the public and private sectors to solve their most complex challenges. We start by learning as much as we can about who they are, how they work, and what they’re striving for so we can feel their problems as our own. Partnering with our clients means their desired outcomes are always top of mind, their challenges and strengths guiding our efforts. We build client-focused relationships before we build unique solutions that blaze past expectations.

Originally founded in Indianapolis in 2008, Resultant now employs more than 450 team members who operate remotely and from offices and hubs around the United States including Indianapolis, IN; Fort Wayne, IN; Denver, CO; Atlanta, GA; and Dallas, TX.

We’re Resultant. Clients partner with us to see a difference. People join us to make one.

Job Description

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

7+ 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

Additional Information

What you should know about Resultant:

Rezzers are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes.
Rezzers are team players, deeply dedicated to the mission of the organization and to helping everyone around us be successful.
Resultant compensates well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals.
Resultant leaders work hard, serving as a shining example of what it means to be a great Rezzer. They are servant leaders, helping their team to be successful in all possible ways.
We have a great benefits package including unlimited vacation, significant 401k contributions, and several opportunities to develop yourself.
We pride ourselves in having the best talent in the industry and hope that you’re up for the challenge!

What our team members say about us…

“I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like Resultant.”
“I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team.”
“The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me.”

All qualified applicants will receive consideration for employment without regard to age, color, sex, disability, national origin, race, religion, or veteran status.

Equal Opportunity Employer