Senior Client Success Manager / vCIO (MSP)

Resultant • Indianapolis, IN

2d

About The Position

KSM Consulting is seeking an experienced Client Success Manager to help serve clients and support the firm’s growth. The role is responsible for ensuring clients receive value and achieve success through their engagements with KSMC. This involves developing a thorough understanding of each client’s business, technology, organization, and key resources; serving as the client’s primary point of contact and trusted advisor; and coordinating effective collaboration across teams. The role requires experience with complex technology projects, including system transitions, data management, and product services.

The Client Success Manager oversees client delivery and project portfolios, advises clients on people, processes, and technology, and contributes to solution development across areas such as data management, infrastructure, architecture, migration, product selection, security, privacy, implementation, and support. The position also manages account finances and contracts, forecasts and develops future client needs and opportunities, and partners with Sales on business development and proposals. The role involves mentoring colleagues and maintaining a high level of confidentiality.

Candidates are being considered from Indianapolis, Ohio, Chicago, Washington, DC, Denver, and San Francisco. The position requires a significant amount of work in Indiana; applicants must be willing to travel or relocate for the opportunity.

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, 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.
• Strong communication skills and professionalism.
• Willingness to travel or relocate for a role involving a significant amount of work in Indiana.

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 intimate understanding of each client’s business, organization, goals, technology, and financial considerations.
• Understand clients’ technology landscapes, including software, hardware, technical debt, risks, and readiness for change.
• Understand KSMC’s scope of work, intended outcomes, and business purpose for each engagement.
• Advise clients on relevant opportunities involving people, processes, and technology.
• Participate in solution development and represent recommendations to senior leaders across data management, infrastructure architecture, data migration, product selection, road maps, privacy, security, implementation approaches, procurement, and managed and ongoing support.
• Support project managers on escalations involving resourcing, solution design and implementation, budgets, timelines, and costs.
• Mentor, coach, and train colleagues in relevant capabilities.
• Conduct formal and informal check-ins on active projects across client accounts.
• Identify and develop client solutions and innovation opportunities, and provide confidential support on client challenges involving people, processes, or technology.
• Monitor the context surrounding clients’ industries and markets.
• Manage portfolio finances, including monthly accounting updates with the Finance team, project and invoice roll-ups, payment follow-up, project forecasting, and work-in-progress recommendations.
• Manage account contracts, ensuring projects align with contracts and creating or maintaining service agreements, renewals, extensions, and amendments.
• Manage client capital, including referrals, white papers and content, intellectual property processes, and client-need forecasting.
• Identify future client opportunities involving product backlogs, technology innovation, cost savings, integrations, data and process products or services, legislative considerations, and competitive reviews.
• Partner with Sales to develop client strategies and determine future services, products, or partners.
• Lead business development activity for assigned clients, including scope development, RFP and RFI processes, written responses, presentations, competition assessments, strategic partnerships, best-and-final offers, contract vehicle identification, and loss retrospectives.
• Partner with Sales to ensure proposals are high quality and aligned with client needs.

Benefits

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

What This Job Offers

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