Client Success Manager (Infrastructure)

$104,000 - $124,800/Yr

Vaco - Mequon, WI

Full-time - Mid Level

Mequon, WI

Administrative and Support Services

About the position

The Client Success Manager (Infrastructure) will serve as a trusted advisor to clients, ensuring their IT services and operational needs are met. This role involves coordinating day-to-day activities of the team, overseeing technology projects, and fostering a performance-oriented culture. The ideal candidate will possess strong technical skills in infrastructure and the ability to communicate effectively with non-technical clients.

Responsibilities

• Act as liaison and point of contact between clients and system administrator teams to ensure satisfaction of IT services.
• Co-ordinate and manage the day-to-day activities of the team by monitoring and managing workload distribution.
• Motivate, coach, and develop the team to deliver high levels of service to clients.
• Encourage team input into procedures and practices, assisting in developing their ideas.
• Oversee technology projects and deployments for Managed Services clients and internal technology teams.
• Set clear objectives, evaluate progress, and instill a performance-oriented culture.
• Create reports for key SLAs and projects for weekly client interactions and meetings.
• Contribute to the ongoing development of the Managed Support function by sharing knowledge and expertise.
• Work with clients on establishing priorities and budgets for decision making and future technology needs.

Requirements

• 1+ years of MSP or consulting experience required.
• 5+ years of IT experience working with Microsoft Technologies (O365, Windows servers, server backups).
• Experience with ticket management/prioritization, device management reporting (RMM), and documentation management.
• Experience leading a technical team to assist with task prioritization and overcoming obstacles.
• Experience serving as a project manager for client projects ranging from refresh projects to new implementations.
• Experience serving as a trusted advisor, VCIO, client consultant, or customer success manager.
• Experience planning, managing, and reporting on comprehensive budgets.
• Must be authorized to work in the US.

Nice-to-haves

• Certified Scrum Master
• Leadership experience

Benefits

• Competitive hourly rate of $50 - $60 per hour
• Hybrid work environment (3 days onsite, 2 days remote)