Solution Outcome Management Leader
New
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 Success
Requirements
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field (Master's preferred).
- 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 managing Customer Success Managers or other customer-facing teams.
- Proven experience building, scaling, or transforming a Customer Success practice.
- Strong understanding of managed services delivery models, SLAs, recurring revenue businesses, and customer lifecycle management.
- Hands-on technical experience in enterprise networking, cybersecurity, storage (SAN, NAS, software-defined), virtualization, hyperconverged infrastructure, or database administration.
- Experience leading executive-level customer engagements and strategic business reviews.
- Demonstrated success driving customer retention, growth, customer satisfaction, and account profitability.
Responsibilities
- Build, develop, and lead a high-performing team of 5 to 10 Solution Outcome Managers supporting managed services customers.
- Establish the operating model, 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, customer health, and account profitability.
- Develop executive-level relationships with key customer stakeholders.
- Design and implement playbooks, customer health scoring models, and success plans.
- Establish operational metrics, reporting, and dashboards to measure customer outcomes and team performance.
- Lead business reviews, service reviews, and executive stakeholder meetings.
- Act as the voice of the customer across the organization.
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