Client Success Manager / vCIO (MSP)

Resultant•Indianapolis, IN

3d•Remote

About The Position

Resultant is an outcomes-focused consulting firm that helps public- and private-sector clients use technology and data to achieve their goals. The Client Success Manager oversees a subset of SMB and mid-market clients as their primary relationship manager and advocate, providing strategic and tactical guidance while following defined client engagement standards. The role guides and oversees client technology systems to ensure they are managed, controlled, and optimized for each client’s needs. As the Resultant expert for assigned clients, the Client Success Manager develops and advances technology roadmaps, supports Resultant’s mission and values, and contributes to a holistic client-service approach. The role manages and delivers operational and project commitments, coordinating with the broader client team as needed. It serves as the primary client contact, trusted advisor, and escalation point for important initiatives. This is a remote position with approximately 10–15% travel to client sites and periodic off-hours availability for client support.

Requirements

At least 4 years of experience in IT service delivery.
At least 3 years of experience managing client relationships in an IT Managed Services Provider (MSP) environment.
Demonstrated ability to build and maintain relationships with C-suite and senior-level stakeholders.
Experience working in a multidisciplinary, 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.
Strong analytical and troubleshooting skills.
Excellent written and oral communication and customer service skills, including the ability to explain technical concepts to people with varied backgrounds.
Experience in a dynamic IT environment and on IT projects.
Knowledge of project management related to IT service delivery.
Ability to develop and maintain standard operating procedures (SOPs).
Experience working with proposals for new business.
Ability to work collaboratively in a team environment.
Experience solutioning and selling additional services and projects to current clients.
Familiarity with relevant technology, including 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, antispam products, identity management solutions, configuration management tools, and software deployment.
Experience creating documentation and reports with MS Word, Excel, and PowerPoint.
Experience working and communicating with hardware and software vendors regarding maintenance, repair, upgrades, and license management.
Willingness to travel to client sites as needed, approximately 10–15% of the time.
Must be legally authorized to work in the United States for any employer without sponsorship.

Nice To Haves

Relevant IT certifications.
Experience and understanding of the managed services industry, with a history of roles outside client success.
Experience working with SMB and mid-market clients.

Responsibilities

Understand each client’s business, organizational structure, KPIs and OKRs, strategies, technical and human capital, and financial considerations.
Understand each client’s technology landscape, including software, hardware, technical debt, risk tolerance, pace of change, and related factors.
Develop technology roadmaps for SMB, mid-market, and private-sector organizations.
Contribute to the team’s solution process by clearly discussing Resultant’s Data, Technology, and Digital Transformation offerings.
Provide quality assurance and ensure operational excellence across active projects.
Provide confidential support to clients facing people, process, or technology challenges and help them overcome those challenges.
Participate in sales calls, write proposals, and close new-work and client-expansion opportunities.
Independently lead client relationships according to program requirements.
Provide outstanding client support and exceed clients’ expectations.
Track client opportunities and maintain them in the CRM.
Coordinate the client-service team or serve as an escalation point for it.
Collaborate with colleagues across teams to meet client needs.