Client Success Manager

Job Title: Managed Services Client Success Manager
Company: Answerport
Location: Mequon, WI
Reports To: IT Service Delivery Director

We are an established and versatile MSP offering services ranging from Managed IT Services and
Security Solutions to IT Consulting. We are always looking to expand our service offerings and have
been a leader in the professional services space for more than 20 years.

Currently, we are seeking an experienced Managed Services Client Success Manager (CSM) to join our
team. The CSM will serve as a trusted advisor to a unique set of clients. The ideal candidate
should have a tier 2 technical skill set and the ability to communicate technical issues to
non-technical clients.

Essential Duties and Responsibilities
• Act as liaison and point of contact between our clients and the system administrator teams to
ensure complete satisfaction of IT services and operational needs.
• Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the
distribution of the daily workload evenly across all team members.
• Motivate, coach, and develop the team to deliver the highest level of service to the clients and
ensure that expectations are delivered on time.
• Encourage team input into procedures and practices – assisting them in developing their
ideas.
• Oversee technology projects and deployments for Answerport’s Managed Services clients and
internal technology teams.
• Set clear objectives, evaluate progress against objectives, and instill performance-oriented
culture with focus on accountability.
• Create reports for key SLA’s and projects and present information for weekly client interactions
and meetings.
• Contribute to the on-going development of the Managed Support function by sharing knowledge,
experience, and expertise with other team leaders.
• Work with clients on establishing priorities and budgets that will aid decision making and
future technology needs.

Qualifications
• 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 (knowledge base, asset inventory)
• Experience with leading a technical team of resources to assist them with task prioritization
and overcoming obstacles.
• Experience serving as a project manager for assigned client projects that may range from refresh
projects (PCs, Servers) to new implementations (SD-WAN, phones)
• Experience serving as a trusted advisor, VCIO, client consultant, customer success
manager.
• Experience planning, managing, and reporting on comprehensive budgets.
• Must be authorized to work in the US
• Must be able to work in our Mequon, WI office three days per week.