Solution Outcome Manager
New
Must be based in the United States.Full-TimeMiddle
Salary$110,000- $130,000, plus opportunities for profit-sharing bonus and/or commission
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Job Details
- Experience
- 8+ years
- Required Skills
- CybersecurityAccount ManagementCRMCustomer Success
Requirements
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field (Master's preferred).
- 8+ years of experience in Customer Success, Service Delivery, Account Management, Managed Services, or related customer-facing leadership roles.
- Proven hands-on technical experience in enterprise networking, cybersecurity, storage (SAN/NAS), virtualization, hyperconverged infrastructure, or database administration.
- Demonstrated track record of driving customer retention, account growth, and profitability.
- Expertise in conducting executive-level business reviews and strategic technology roadmap discussions.
- Strong analytical, financial, and business problem-solving capabilities.
- Ability to manage multiple customer relationships and priorities simultaneously.
- Deep understanding of managed services delivery models, SLAs, and customer lifecycle management.
- Excellent verbal, written, presentation, and interpersonal communication skills.
Responsibilities
- Build and maintain strong relationships with executive stakeholders and IT decision-makers.
- Serve as the primary strategic point of contact for assigned managed services accounts.
- Conduct operations meetings, Quarterly Business Reviews (QBRs), and Annual Strategic Planning Reviews.
- Monitor customer health, satisfaction metrics, and proactively mitigate retention risks.
- Manage account financial performance, profitability thresholds, and contract renewals.
- Collaborate with Sales and Account Management to identify upsell and cross-sell opportunities.
- Create and maintain technology roadmaps including cybersecurity, cloud strategy, and infrastructure modernization.
- Act as the voice of the customer across the organization to ensure alignment with service delivery capabilities.
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