Customer Success Manager (Managed Services)

Customer Success Managers (Delivery Management) are the primary point of contact responsible for; account management, customer satisfaction, service delivery management, resource forecasting, profitability and identifying potential opportunities and enhancements to existing clients as well as future customers.

Responsibilities:

• This role is responsible for increasing client satisfaction, identify key performance indicators (KPI's)
• Ensure project timelines, account deliverables and Service Level Agreements (SLA's) are met and provided, in a timely and efficient manner

• Driving Knowledge Process outsourcing (KPO's)
• Responsible for design and delivery of services to Enterprise Level clients
• Responsible for working with clients utilizing a full IT Service Management skillset which includes Citrix, Azure, O365, Microsoft, AVD and Networking
• This role also provides the resource management, counseling and improvement of the members of the Technology team. This role manages, leads and represents the team at other support meetings such as change, incident and problem
• Ensures that deployments, improvements and migrations to the IT Service Management team supports processes ensuring organization is fully aligned to an ITIL framework

• Works with the IT Operations Manager to manage overall strategy and direction for IT Service Management team
• Serve as subject matter expert for client presentations on current customer offerings
• Work with individuals and teams; diffuse situations, unite and motivate team

Requirements

• Strong background or exposure to enterprise process or IT related services and/or environment, managed services experience is a plus

• 2-5 years of management or lead experience
• Experience or comprehension of networking (Palo Alto), cloud (Azure), desktop virtualization (Citrix/VMware), O365 preferred
• Experience working in a Windows environment a plus
• ITIL, PMP, Agile or Six Sigma certifications is a plus
• Multitasked oriented in a fast paced environment with the ability to lead or influence customer facing meetings

• Experience recruiting key talent, conduct performance reviews, provide continual growth opportunities and optimize employee retention
• Ability to travel 10-20% nationwide