Technical Client Success Manager
New
Based in the United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 6–10 years
- Required Skills
- CybersecurityNetworkingZendesk
Requirements
- 6–10 years of experience in client success, technical account management, or IT managed services delivery roles.
- Strong understanding of managed services environments, including infrastructure support, cloud services, networking, and cybersecurity concepts.
- Experience working with IT service management frameworks such as ITIL.
- Familiarity with service management and ticketing tools (e.g., Zendesk, NinjaOne, or similar platforms).
- Proven ability to manage multiple client accounts, priorities, and stakeholder relationships simultaneously.
- Strong communication skills with the ability to explain complex technical concepts in clear business terms.
- Experience collaborating with cross-functional teams including engineering, sales, and support.
- Strong analytical and problem-solving abilities with a proactive, solution-oriented mindset.
- Experience working with SLAs, KPIs, and performance metrics in a managed services or MSP environment.
- High emotional intelligence and ability to build trusted, long-term client relationships.
Responsibilities
- Serve as the primary liaison between clients and internal technical, engineering, and support teams to ensure seamless service delivery.
- Own client satisfaction, retention, and growth by delivering proactive account management and ongoing engagement.
- Understand client business goals and align managed IT services to support operational efficiency and technology outcomes.
- Coordinate onboarding, implementation, and ongoing support activities in partnership with internal delivery teams.
- Monitor client environments, system usage, and service performance to identify optimization opportunities and potential risks.
- Lead regular business reviews, including SLA/KPI reporting, performance analysis, and strategic recommendations.
- Identify and support upsell and cross-sell opportunities in collaboration with Sales teams.
- Act as the internal advocate for clients while balancing organizational priorities and service standards.
- Ensure timely resolution of issues by driving coordination across cross-functional technical teams.
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