Senior Client Success Manager / vCIO (MSP)

Resultant•Indianapolis, IN

21d•Remote

About The Position

Resultant is hiring a Senior Client Success Manager to oversee a subset of SMB and mid-market clients as their primary relationship manager and advocate. The role provides strategic and tactical guidance and oversight of client technology systems to ensure they are managed, controlled, and optimized for each client’s needs. The manager serves as Resultant’s expert for client technology roadmaps, supports the company’s mission and values, and contributes to its holistic approach to client service. The position manages and delivers assigned operational and project commitments, drawing on the broader client team as needed. It is the primary point of contact for assigned clients, acting as a trusted advisor and escalation point. This is a remote role with expected travel to client sites approximately 10–15% of the time and periodic off-hours availability for client support.

Requirements

At least 7 years of experience in IT service delivery.
At least 5 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 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.
Willingness to travel to client sites as needed, approximately 10–15% of the time.
Legally authorized to work in the United States for any employer without sponsorship.
Strong analytical skills and demonstrated ability to troubleshoot problems.
Excellent written and verbal communication and customer service skills.
Ability to explain technical concepts to people with varied backgrounds.
Experience working 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.
Demonstrated ability to work in a collaborative, team-based environment.
Experience solutioning and selling additional services and projects to current clients.

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 clients’ businesses, organizational structures, KPIs and OKRs, strategies, technical and human capital, and financial considerations.
Understand clients’ technology landscapes, including software, hardware, technical debt, risk aversion, and approach to change.
Develop technology roadmaps for SMB, mid-market, and private-sector organizations.
Participate in the team’s solution process by clearly discussing Resultant’s Data, Tech, and Digital Transformation offerings.
Provide quality assurance and ensure operational excellence across active projects.
Provide confidential support to clients addressing challenges involving people, processes, or technology, and help them overcome those challenges.
Participate in sales calls, write proposals, and close new-work and existing-client expansion opportunities.
Independently lead client relationships according to program requirements.
Provide exceptional client support and service.
Track client opportunities and maintain them in the CRM.
Coordinate the client service team or act as an escalation point for it.
Collaborate with cross-functional teams to meet client needs.
Manage and deliver assigned operational and project commitments, using the client team as necessary.