Solution Outcome Management Leader
New
M
Myriad360Managed Services
Must be based in the United States.Full-TimeManager
Salary$130,000-$150,000, plus opportunities for profit-sharing bonus and/or commission.
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Job Details
- Experience
- 10+ years of experience in Customer Success, Service Delivery, Account Management, Managed Services, or related customer-facing leadership roles. 5+ years of people leadership experience.
- Required Skills
- Cloud ComputingCybersecurityAccount ManagementCustomer SuccessServiceNow
Requirements
- Bachelor's degree in Computer Science, Information Technology, Business, or related field.
- 10+ years of experience in Customer Success, Service Delivery, Account Management, Managed Services, or related leadership roles.
- 5+ years of people leadership experience managing CSMs or customer-facing teams.
- Proven experience building, scaling, or transforming a Customer Success practice.
- Hands-on technical experience in enterprise networking, cybersecurity, storage, virtualization, hyperconverged infrastructure, or database administration.
- Strong understanding of managed services delivery models, SLAs, and recurring revenue businesses.
- Experience leading executive-level engagements and strategic business reviews.
- Demonstrated success driving retention, growth, and customer satisfaction.
Responsibilities
- Build, develop, and lead a high-performing team of 5 to 10 Solution Outcome Managers.
- Establish operating models, processes, and KPIs for the Solution Outcome Management organization.
- Create scalable customer lifecycle programs focused on onboarding, adoption, value realization, renewal, and expansion.
- Own customer retention, health, and account profitability while mitigating risk.
- Partner with Sales and Account Management to support upsell and cross-sell initiatives.
- Design and implement playbooks, health scoring models, and success plans.
- Lead business reviews, service reviews, and executive stakeholder meetings.
- Drive alignment between customer expectations and managed service delivery capabilities.
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