Senior Client Success Manager / vCIO (MSP)

Resultant • Indianapolis, IN

3d

About The Position

KSM Consulting is seeking an experienced Client Success Manager to help clients achieve value and success through their engagements with the firm. The role requires developing a detailed understanding of each client’s business, technology, organization, and key resources, and serving as the client’s primary contact, trusted advisor, and escalation point. The manager will help coordinate KSMC teams and contribute to complex technology initiatives, including system transitions, data management, and product services.

The position also manages account delivery, finances, contracts, client needs, and business development. It partners with clients and Sales to identify opportunities, develop solutions and proposals, and support future work. The role requires significant work in Indiana; applicants from several listed cities may be considered if they are willing to travel or relocate.

Requirements

• At least 5 years of experience managing complex work portfolios that are strategic to an executive team.
• Technical competency and the ability to quickly learn, retain knowledge of, and add value across technology stacks, infrastructure, application development, and data.
• Ability to maintain a high level of confidentiality.
• Advanced knowledge and proficiency in Microsoft Excel, PowerPoint, Project, Jira, Smartsheet, Azure DevOps, Trello, and/or other project management software.
• Excellent communication skills.
• Professionalism.
• Willingness to travel or relocate for an opportunity requiring significant work in Indiana, if applying from another considered city.

Nice To Haves

• Knowledge of municipal, state, and federal government work.
• Experience in consulting.

Responsibilities

• Manage delivery for assigned projects or client sites and develop an in-depth understanding of each client’s business, organization, goals, technology, resources, and finances.
• Assess clients’ technology landscapes, including software, hardware, technical debt, risk tolerance, and readiness for change.
• Understand KSMC’s scope of work, intended outcomes, and business purpose.
• Advise clients on relevant people, process, and technology opportunities that complement current work.
• Contribute to solution development and represent recommendations to senior leaders on data management, infrastructure, architecture, data migration, product selection, road maps, privacy, security, implementation approaches, procurement, and managed operations and support.
• Support Project Managers with escalations concerning resourcing, solution design and implementation, budgets, timelines, and costs.
• Mentor, coach, and train colleagues in the capabilities required for the role.
• Check in formally and informally on active projects across client accounts.
• Identify and develop opportunities to innovate clients’ businesses, services, and products, and provide confidential support on challenging client issues.
• Monitor the client’s industry and market context.
• Manage portfolio finances, including monthly accounting updates with Finance, invoice payment timing, forecasting and developing new projects through signed statements of work, and providing recommendations on work in progress.
• Manage account contracts, ensuring projects align with agreements and creating and administering managed service agreements, contracts, renewals, extensions, and amendments.
• Manage client capital, including referral capture, white papers and content, and proactive intellectual property process management.
• Forecast client needs, including product backlog improvements, technology innovation, cost savings, integrations, data and process products or services, legislative considerations, and competitor assessments.
• Partner with Sales to develop strategies for future client services, products, and partnerships.
• Lead business development for assigned clients, including scope development, RFP and RFI responses, written responses, Q&A, oral presentations, competition assessments, strategic partnerships, best-and-final offers, and contract vehicle identification.
• Conduct loss retrospectives and apply lessons learned.
• Partner with Sales to ensure proposals are strong and aligned with client needs.

Benefits

• Self-Managed PTO Policy.
• Comprehensive wellness program, including team recreation activities and wellness reimbursement.
• Educational Assistance Program.
• Quarterly employee events, Community Day, family outings, and Thursday Throwdowns.
• Well-stocked snack room with healthy drinks and food.
• Career advancement and development support, including twice-yearly progress and goal-setting reviews.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed