Managed Service Provider

2 Openings!

First Location Nashville TN Must be onsite one day a week

Second Location Pittsburgh PA Must be onsite one day a week

May be open to Columbus OH OR Cleveland OH in place of Pittsburgh

Needed ASAP

DIRECT HIRE (NOT a contract)

No C2C

Customer Success Project Managers with MSP experience.

Position Summary
The Customer Success Manager (CSM) is a vital role in our company, responsible for managing customer relationships and ensuring their success with our products and services. This role requires a proactive and strategic approach to customer engagement, with the ultimate goal of driving customer satisfaction, retention, and growth. This exempt position will report directly into the Vice President of Customer Success.

Key Responsibilities

• IT Strategy: Provide customer insight and direction around their IT strategy.
• Success Planning: Develop a success plan for service delivery with customer and manage the plan on an ongoing basis.
• Industry Trends: Stay up-to-date with industry trends and best practices to continuously enhance the customer success function.
• Executive Alignment: Hold Quarterly Business Reviews and regular 1:1s with customer executives to review service delivery, IT initiatives, and success plans.
• Customer Advocate: Champion customer needs within the company, driving improvements in service delivery.

• Portfolio Management: Oversee the planning, execution, and delivery of a portfolio of IT projects that improve customer-facing systems and processes.
• Planning and Execution: Develop comprehensive plans that outline scope, goals, deliverables, timelines, and required resources for contract delivery. Facilitate all phases of contract delivery through closing, ensuring that projects are completed on time, within scope, and on budget.
• Stakeholder Management: Act as the primary point of contact for all stakeholders, including customers, team members, and senior management. Effectively communicate and manage expectations, updates, and risks, and manage stakeholder engagement throughout the life of the contract.
• Team Leadership: Lead and collaborate with cross-functional teams, providing direction, support, and mentorship. Foster a collaborative team environment that encourages innovation and high performance.
• Risk Management: Identify, assess, and mitigate delivery risks. Develop risk management plans and strategies to ensure potential issues are addressed proactively.
• Quality Assurance: Implement and oversee quality control measures to ensure that services and deliverables meet the highest standards of excellence and align with organizational requirements.

• Financial/Budget Management: Manage the budget for the portfolio of services being delivered to the customer, ensuring that projects are delivered within financial constraints. Provide regular financial reports and updates to senior management.

• Resource Allocation: Manage and allocate resources effectively to maximize the efficiency and impact of contracts.
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) to measure the success of delivery and drive continuous improvement.
• Change Management: Facilitate change management processes to ensure smooth transitions and adoption of new technologies and systems.
• Vendor Management: Partner with external vendors and service providers to ensure that their offerings align with business needs and deliver value.
• Customer Relationship Management: Build relationships with customers and key stakeholders while acting as their single point of contact to deliver high value services and solutions.
• Other duties as assigned and agreed upon with manager.

Daily Tasks and Responsibilities

• Acting as the primary point of contact for customer inquiries and concerns, ensuring timely and effective resolution.
• Align with customer executives on business outcomes, IT initiatives and strategy alignment.
• Oversee and manage the IT services portfolio for assigned customers, ensuring all projects and service delivery align with the contracts and business objectives. This includes both professional and managed services.
• Create and manage service delivery plans, including any customer activities required for successful completion of the contract.
• Monitor delivery progress, identify potential issues, and implement solutions to stay on schedule in order to meet customer expectations.
• Coordinate with various departments and teams to ensure services are completed on time and within budget.
• Provide guidance and support to team members, fostering a collaborative and productive work environment.
• Analyze service delivery data and metrics to assess performance and identify areas for improvement.
• Ensure the quality of the deliverables is in alignment with the contracts and customer expectations.
• Maintain regular communication with stakeholders to provide regular status updates and gather feedback.
• Facilitate strategic review and Quarterly Business Reviews.
• Facilitate regular meetings with delivery teams to discuss progress, challenges, and next steps. Document the results of the meetings in meeting minutes.
• Prepare and present portfolio reports to senior management.
• Develop and maintain strong relationships with customers, ensuring their needs and expectations are met or exceeded.
• Timely review and approval of timesheets and expense reports. Track the financial performance of the contracts using metrics such as Estimate to Complete, Estimate at Completion, Variances, etc.
• Ensure adherence to IT service management frameworks and methodologies.
• Complete internal reporting on financials and customer health/satisfaction.
• Ensure vendor billing and invoicing is completed and correct.
• Initiate customer billing and monitor to ensure accuracy.

Qualifications

• Educational Background: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. A Master's degree or relevant certifications (e.g., PMP, PRINCE2, Scrum, etc.) is highly desirable.
• Experience: Minimum of 15 years of experience in IT project management, with a proven track record of successfully managing and delivering complex projects.
• Experience: 5+ years of experience in a customer-facing role, preferably in Customer Success
• Technical Proficiency: Strong understanding of IT infrastructure, migration methodologies, and service delivery methodologies. Experience with project management tools and software.
• Leadership Skills: Demonstrated ability to lead and motivate teams, manage conflicts, and drive results. Excellent decision-making and problem-solving skills.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to convey technical information to a non-technical audience for the purposes of detailing the status, risks and impacts of the project.
• Analytical Skills: Strong analytical and critical thinking abilities. Ability to analyze data, identify trends, and make data-driven decisions.
• Customer Focus: Customer-focused mindset with a commitment to delivering exceptional customer service and building long-term customer relationships.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Meeting/Workshop Facilitation: Ability to draft and advertise meeting agendas and goals, drive participation and facilitate the discussion to accomplish the meeting agenda and goals and document afterwards in meeting minutes.
• Service Management: Knowledge of IT service management frameworks and methodologies.
• Preferred Skills:

• Proven track record of driving customer success and achieving measurable results.
• Certification in Customer Success Management or a related field.
• Developing and maintaining comprehensive customer success plans to drive engagement and retention.

Reporting on key performance metrics and presenting insights to senior management

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Managed Service Provider

2 Openings!

First Location Nashville TN Must be onsite one day a week

Second Location Pittsburgh PA Must be onsite one day a week

May be open to Columbus OH OR Cleveland OH in place of Pittsburgh

Needed ASAP

DIRECT HIRE (NOT a contract)

No C2C

Customer Success Project Managers with MSP experience.

Position Summary
The Customer Success Manager (CSM) is a vital role in our company, responsible for managing customer relationships and ensuring their success with our products and services. This role requires a proactive and strategic approach to customer engagement, with the ultimate goal of driving customer satisfaction, retention, and growth. This exempt position will report directly into the Vice President of Customer Success.

Key Responsibilities

• IT Strategy: Provide customer insight and direction around their IT strategy.
• Success Planning: Develop a success plan for service delivery with customer and manage the plan on an ongoing basis.
• Industry Trends: Stay up-to-date with industry trends and best practices to continuously enhance the customer success function.
• Executive Alignment: Hold Quarterly Business Reviews and regular 1:1s with customer executives to review service delivery, IT initiatives, and success plans.
• Customer Advocate: Champion customer needs within the company, driving improvements in service delivery.

• Portfolio Management: Oversee the planning, execution, and delivery of a portfolio of IT projects that improve customer-facing systems and processes.
• Planning and Execution: Develop comprehensive plans that outline scope, goals, deliverables, timelines, and required resources for contract delivery. Facilitate all phases of contract delivery through closing, ensuring that projects are completed on time, within scope, and on budget.
• Stakeholder Management: Act as the primary point of contact for all stakeholders, including customers, team members, and senior management. Effectively communicate and manage expectations, updates, and risks, and manage stakeholder engagement throughout the life of the contract.
• Team Leadership: Lead and collaborate with cross-functional teams, providing direction, support, and mentorship. Foster a collaborative team environment that encourages innovation and high performance.
• Risk Management: Identify, assess, and mitigate delivery risks. Develop risk management plans and strategies to ensure potential issues are addressed proactively.
• Quality Assurance: Implement and oversee quality control measures to ensure that services and deliverables meet the highest standards of excellence and align with organizational requirements.

• Financial/Budget Management: Manage the budget for the portfolio of services being delivered to the customer, ensuring that projects are delivered within financial constraints. Provide regular financial reports and updates to senior management.

• Resource Allocation: Manage and allocate resources effectively to maximize the efficiency and impact of contracts.
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) to measure the success of delivery and drive continuous improvement.
• Change Management: Facilitate change management processes to ensure smooth transitions and adoption of new technologies and systems.
• Vendor Management: Partner with external vendors and service providers to ensure that their offerings align with business needs and deliver value.
• Customer Relationship Management: Build relationships with customers and key stakeholders while acting as their single point of contact to deliver high value services and solutions.
• Other duties as assigned and agreed upon with manager.

Daily Tasks and Responsibilities

• Acting as the primary point of contact for customer inquiries and concerns, ensuring timely and effective resolution.
• Align with customer executives on business outcomes, IT initiatives and strategy alignment.
• Oversee and manage the IT services portfolio for assigned customers, ensuring all projects and service delivery align with the contracts and business objectives. This includes both professional and managed services.
• Create and manage service delivery plans, including any customer activities required for successful completion of the contract.
• Monitor delivery progress, identify potential issues, and implement solutions to stay on schedule in order to meet customer expectations.
• Coordinate with various departments and teams to ensure services are completed on time and within budget.
• Provide guidance and support to team members, fostering a collaborative and productive work environment.
• Analyze service delivery data and metrics to assess performance and identify areas for improvement.
• Ensure the quality of the deliverables is in alignment with the contracts and customer expectations.
• Maintain regular communication with stakeholders to provide regular status updates and gather feedback.
• Facilitate strategic review and Quarterly Business Reviews.
• Facilitate regular meetings with delivery teams to discuss progress, challenges, and next steps. Document the results of the meetings in meeting minutes.
• Prepare and present portfolio reports to senior management.
• Develop and maintain strong relationships with customers, ensuring their needs and expectations are met or exceeded.
• Timely review and approval of timesheets and expense reports. Track the financial performance of the contracts using metrics such as Estimate to Complete, Estimate at Completion, Variances, etc.
• Ensure adherence to IT service management frameworks and methodologies.
• Complete internal reporting on financials and customer health/satisfaction.
• Ensure vendor billing and invoicing is completed and correct.
• Initiate customer billing and monitor to ensure accuracy.

Qualifications

• Educational Background: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. A Master's degree or relevant certifications (e.g., PMP, PRINCE2, Scrum, etc.) is highly desirable.
• Experience: Minimum of 15 years of experience in IT project management, with a proven track record of successfully managing and delivering complex projects.
• Experience: 5+ years of experience in a customer-facing role, preferably in Customer Success
• Technical Proficiency: Strong understanding of IT infrastructure, migration methodologies, and service delivery methodologies. Experience with project management tools and software.
• Leadership Skills: Demonstrated ability to lead and motivate teams, manage conflicts, and drive results. Excellent decision-making and problem-solving skills.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to convey technical information to a non-technical audience for the purposes of detailing the status, risks and impacts of the project.
• Analytical Skills: Strong analytical and critical thinking abilities. Ability to analyze data, identify trends, and make data-driven decisions.
• Customer Focus: Customer-focused mindset with a commitment to delivering exceptional customer service and building long-term customer relationships.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Meeting/Workshop Facilitation: Ability to draft and advertise meeting agendas and goals, drive participation and facilitate the discussion to accomplish the meeting agenda and goals and document afterwards in meeting minutes.
• Service Management: Knowledge of IT service management frameworks and methodologies.
• Preferred Skills:

• Proven track record of driving customer success and achieving measurable results.
• Certification in Customer Success Management or a related field.
• Developing and maintaining comprehensive customer success plans to drive engagement and retention.

Reporting on key performance metrics and presenting insights to senior management

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.