Senior Client Success Manager / vCIO (MSP)

Resultant•Indianapolis, IN

19d•Remote

About The Position

Resultant is seeking a Senior Client Success Manager to oversee a group of SMB and mid-market clients as their primary relationship manager and advocate. The role provides strategic and tactical guidance while following defined client engagement standards, and ensures clients’ technology systems are managed, controlled, and optimized for their needs. The manager serves as a Resultant expert, helping build and follow technology roadmaps and ensuring service delivery reflects Resultant’s mission, values, and holistic approach to client service. The position manages assigned operational and project commitments, engaging the broader client team as needed. The manager is the primary client contact, trusted advisor, and escalation point for important initiatives. This is a remote role with expected travel to client sites approximately 10–15% of the time and periodic availability outside normal working hours for client support.

Requirements

At least 7 years of experience in IT service delivery.
At least 5 years of experience managing client relationships within an IT Managed Services Provider (MSP) environment.
Proven 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.
Strong analytical skills and demonstrated ability to troubleshoot problems.
Excellent written and oral communication and customer service skills.
Ability to explain technical topics to people regardless of their technical background.
Experience working in a dynamic IT environment and on IT projects.
Knowledge of project management in the delivery of IT services.
Ability to develop and maintain Standard Operating Procedures (SOPs).
Experience working with proposals for new business.
Demonstrated ability to work collaboratively in a team environment.
Experience solutioning and selling additional services and projects to current clients.
Must be willing 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 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 tolerance, and readiness for change.
Develop technology roadmaps for SMB, mid-market, and private-sector organizations.
Contribute to the team’s solution process by clearly discussing Resultant’s Data, Tech, and Digital Transformation offerings.
Provide quality assurance and support operational excellence across active projects.
Provide confidential support to 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 clients.
Lead client relationships independently according to program requirements.
Deliver exceptional client support as a trusted advisor and escalation point.
Track client opportunities and maintain them in the CRM.
Coordinate the client service team or act as an escalation point for that team.
Collaborate with cross-functional teams to meet client needs.
Manage and deliver assigned operational and project commitments, using the client team as appropriate.