Client Success Manager (Hybrid in Indianapolis, IN)

Resultant•Indianapolis, IN

18d•Hybrid

About The Position

To help continue our rapid growth and solve our clients’ toughest problems, we need a Client Success Manager in Indianapolis, IN 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. Candidates must be based in the Indianapolis area to support local clients. This is not a standard hybrid role; on-site presence is only required for client visits as needed. The position also includes periodic off-hours availability for client support.

Requirements

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 based in the Indianapolis area and willing to travel locally as needed to client sites (approximately 25% of the time)
Must be legally authorized to work in the United States for any employer without sponsorship
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

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