Client Success Manager / vCIO (MSP)

Resultant•Indianapolis, IN

2d•Remote

About The Position

Resultant is hiring a Client Success Manager to oversee a portfolio of small and midsize business (SMB) and mid-market clients as their primary relationship manager and advocate. The role provides strategic and tactical guidance, oversees clients’ technology systems, and ensures those systems are managed, controlled, and optimized to meet each client’s needs. The Client Success Manager serves as a trusted advisor, a point of escalation, and Resultant’s expert on client technology roadmaps and engagement standards. The position manages and delivers assigned operational and project commitments, drawing on the wider client team as appropriate. It also contributes to solution development, project quality assurance, business development, and the expansion of existing client relationships. The role is remote, 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.
Proven 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 verbal communication and customer service skills, including the ability to explain technical topics to people with varying backgrounds.
Experience in a dynamic IT environment and on IT projects, with 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 and selling additional services or projects to current clients.
Demonstrated ability to work collaboratively in a team environment.
Familiarity with servers and related technologies, including Active Directory, domains, SSL certificates, backups, and antivirus; cloud platforms including Azure, Office 365, AWS, and Google; and networking technologies including firewalls, switches, wireless, voice, DHCP, TCP/IP, DNS, and routing.
Familiarity with computer and printer deployment, common line-of-business applications, Barracuda, Fortinet, Cisco, HP, Windows Server, server virtualization, desktop operating systems, antivirus and antispam products, and identity management solutions.
Experience creating documentation and reports using MS Word, Excel, and PowerPoint.
Experience communicating with hardware and software vendors about maintenance, repair, upgrades, and license management.
Knowledge of configuration management tools and software deployment.
Willingness to travel to client sites as needed, approximately 10–15% of the time.
Legal authorization to work in the United States for any employer without sponsorship.

Nice To Haves

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

Responsibilities

Understand clients’ businesses, organizational structures, goals, KPIs and OKRs, strategies, technical and human capital, and financial considerations.
Understand clients’ technology environments, including software, hardware, technical debt, risk tolerance, and approach to change.
Develop technology roadmaps for SMB, mid-market, and private-sector organizations.
Contribute to the team’s solution process by discussing Resultant’s Data, Tech, and Digital Transformation offerings.
Provide quality assurance and support operational excellence across active projects.
Confidentially support clients as they address challenges involving people, processes, or technology.
Participate in sales calls, write proposals, and close opportunities for new work and expansion of existing client engagements.
Independently lead client relationships according to program requirements.
Serve as the primary client contact, trusted advisor, and escalation point, coordinating or escalating issues for the client service team.
Track client opportunities and maintain them in the CRM.
Collaborate with cross-functional teams to meet client needs and deliver assigned operational and project commitments.