IT Partner Success Specialist

KELLEY CREATE•Medford, OR

About The Position

The Partner Success Specialist (PSS), also referred to as a Technical Account Manager, develops and maintains strategic relationships with Kelley Create’s contracted managed IT customers (“Partners”). The role serves as a trusted technology advisor and primary relationship manager, working with business owners, executives, and other decision-makers to align technology solutions with business objectives. It focuses on customer service, satisfaction, retention, identifying technology improvements, and growing monthly recurring revenue (MRR). The PSS works with the Virtual Chief Information Officer (vCIO), technical support, sales, and professional services teams to develop technology roadmaps, conduct strategic business reviews, manage escalations, and coordinate delivery of technology solutions. The role also coordinates the assigned Customer Support Team by helping set priorities, facilitate communication, and ensure customer needs are addressed efficiently and professionally. This position requires customer-facing account management, business and technology planning, coordination of technical resources, and support for account retention and growth. It may involve customer-site travel and occasional work outside standard business hours. The stated salary range is $45,000–$65,000 per year.

Requirements

Experience managing, engineering, or delivering technical support, hardware, software, and user support services in a business environment supporting 20 or more users.
Previous experience in managed IT services, technical account management, IT consulting, or a related customer-facing technical role.
Experience communicating with executive leadership and nontechnical decision-makers about technology solutions and business needs.
Experience developing customer relationships, identifying business opportunities, and supporting customer retention.
Experience coordinating technical resources, managing competing priorities, and resolving customer service concerns.
Familiarity with IT infrastructure, networking, cybersecurity, cloud services, and business technology solutions.
Strong background in technical account management, managed IT services, or customer relationship management.
Ability to build professional relationships and achieve trusted-advisor status with customers and business decision-makers.
Ability to translate technical concepts into practical business recommendations.
Demonstrated ability to identify sales opportunities and support account growth.
Strong customer service, interpersonal, relationship-building, verbal, and written communication skills.
Ability to prepare and deliver professional presentations, technology recommendations, and business reviews.
Strong organizational skills and ability to manage multiple accounts, projects, and competing priorities.
Ability to work independently with minimal supervision and contribute effectively within a team.
Ability to make timely decisions, coordinate technical teams, manage customer escalations, and review technical reports, service metrics, and account performance.
Familiarity with managed IT service delivery processes, ticketing systems, and customer relationship management software.
Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
Ability to work occasional evenings or after-hours commitments based on customer and business needs.
Reliable transportation and ability to travel to customer locations as required.
Must successfully complete applicable pre-employment screening requirements.

Nice To Haves

An associate’s or bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field; equivalent combinations of relevant education, professional training, and experience will be considered.
Previous experience supporting technology sales, contract renewals, or recurring revenue growth.
One or more industry certifications, such as CompTIA A+, Network+, or Security+; Microsoft Certified Professional or current Microsoft role-based certifications; or Cisco or Meraki certifications.
Continued professional development and technical training.

Responsibilities

Develop and maintain trusted relationships with managed IT customers, business owners, executives, and key decision-makers.
Assist vCIO staff with scheduling, preparing, and conducting Strategic Business Reviews and Quarterly Business Reviews.
Demonstrate the value of company products and services through performance metrics, service reporting, and reviews of completed technology initiatives.
Advise customers on technology based on business objectives, operational requirements, and technology needs.
Develop, maintain, and update customer technology roadmaps and collaborate with customers on annual technology budgets.
Identify and recommend projects that improve productivity, efficiency, security, and regulatory compliance.
Educate customers on technology trends, cybersecurity risks, industry developments, and relevant solutions.
Align technology investments with customers’ business goals and support change management and technology adoption.
Coordinate customer training, including cybersecurity awareness, disaster recovery planning, risk assessments, and product education.
Serve as an escalation point for customer service concerns and technical issues, ensuring timely communication and resolution.
Monitor support tickets, quality assurance activities, and recurring service trends to identify improvements.
Maintain accurate customer records, roadmaps, strategic plans, and account documentation.
Retain and grow MRR in assigned accounts; identify opportunities to expand use of managed IT products, services, and solutions.
Recommend hardware, software, licensing, cybersecurity, and professional services; promote product stack adoption and identify appropriate upselling and cross-selling opportunities.
Prepare and coordinate customer proposals, quotes, and technology recommendations; manage contract renewals, service expansions, and account growth opportunities.
Collaborate with sales on customer retention and revenue objectives, and with Net New Sales on transitions of newly acquired customers.
Maintain sales opportunities, account activities, and revenue forecasts in company systems, and meet account retention, revenue growth, and sales objectives.
Lead or facilitate daily team huddles, communicate customer updates and initiatives to internal teams, and act as the primary liaison among customers, technical support, service delivery, and management.
Coordinate with department managers on priorities, resources, and service challenges; collaborate with Professional Services and Project teams on Statements of Work, proposals, and implementation plans.
Monitor customer issues, project activities, and action items for timely follow-up and resolution.
Use company systems and established processes to generate reports, obtain quotes, prepare purchase agreements, and maintain customer documentation.
Support internal teams with customer business requirements, technology strategies, and service expectations, promoting accountability, teamwork, and consistent communication.
Participate in customer meetings, strategic planning, and technology discussions; support onboarding and transition of new managed IT customers.
Coordinate customer communications about service changes, technology upgrades, and project implementations, and help resolve concerns before they become significant issues.
Stay current on technology, products, cybersecurity practices, and industry best practices; participate in professional development, technical training, and certification opportunities.
Collaborate across departments to improve customer service and operational efficiency; represent the company professionally at customer visits, vendor meetings, training sessions, and industry events.
Perform additional duties as assigned by management.