Technical Client Success Manager (AI & Operations Focus)

Iserv•Grand Rapids, MI

22h•Hybrid

About The Position

At Iserv , we are redefining what it means to be a Managed Service Provider. We don't just fix computers; we empower businesses to navigate the future of work. By combining robust IT infrastructure with the transformative power of Artificial Intelligence , we help our clients secure their data, automate their workflows, and gain a competitive edge. We are an "AI-First" company, meaning we practice what we preach—constantly looking for smarter, faster ways to solve problems. The Role We are looking for a Technical Client Success Manager who acts as the strategic "hub" of our organization. You will sit at the intersection of Sales, Project Management, and Client Success. This role requires more than just organization; it requires innovation . We need a multitasker who stays cool under pressure but also possesses a genuine passion for AI and automation. You will be the one ensuring our clients feel supported while simultaneously using the latest tech to streamline how that support happens. If you are the type of person who sees a repetitive task and thinks, "How can I automate this?" or "How can AI help me organize this data?"—you are the independent thinker we need.

Requirements

2+ years of experience in an MSP, SaaS, or Technical Account Management role.
Passion for AI & Automation: Demonstrated interest in or experience with using AI tools to increase productivity is a major plus.
Strong understanding of the MSP lifecycle (Ticketing, Quoting, Onboarding).
Experience with MSP tools (ConnectWise, Autotask, HubSpot, etc.) is preferred.
Excellent written and verbal communication skills—you can translate "Geek" to "English."

Responsibilities

Client Relationship & "Future-Proofing"
Serve as the primary liaison for key accounts, ensuring they aren't just "happy," but are successfully adopting the technology we deploy.
Identify opportunities within existing client accounts where AI or Automation solutions could solve a business pain point, and tee these up for the Sales team.
Conduct quarterly business reviews (QBRs) with a focus on value delivery and technology road-mapping.
Sales Operations & Technical Coordination
Act as the bridge between Sales and Technical teams to validate complex orders. You ensure that what is sold is technically viable and properly licensed.
Assist in the creation of Scopes of Work (SOW), utilizing your organizational skills to ensure no detail is missed during the quoting process.
Maintain impeccable data hygiene in our CRM/PSA, potentially utilizing AI tools to summarize client interactions and action items.
Onboarding & Project Liaison
Own the critical "Sales-to-Operations" handoff. You are responsible for ensuring the Project Management (PM) team has everything they need to start a project successfully.
Manage client expectations during the onboarding phase, ensuring clear communication channels are established.
Troubleshoot roadblocks during the provisioning process so the Sales team can focus on selling and the PM team can focus on deploying.
Process Optimization (The "AI Forward" Aspect)
Be an internal champion for efficiency. Use your independent judgment to suggest new AI tools or automations that could make the Sales or Onboarding process faster.
Stay educated on the rapidly changing AI landscape (Microsoft Copilot, ChatGPT, Automation platforms) to better converse with clients and improve your own productivity.