IT Project Manager/Customer Success Manager

Job Title: IT Project Manager/Relationship Manager

We are seeking a highly motivated and results-driven individual to serve as our IT Project Manager/Relationship Manager. This role will be responsible for managing projects from conception to completion, ensuring client satisfaction, and driving project success. The successful candidate will have a passion for building and maintaining strong client relationships, analytical skills, and a background delivering successful projects.

Key Responsibilities:

• Project Management (30-40%):

• Plan and execute projects, managing resources, timelines, and customer.
• Develop and maintain project documentation, including schedules, plans, and reports.
• Monitor project progress, identify and mitigate risks, and ensure projects are delivered on time and within scope.
• Communicate project updates and status to stakeholders.

• Customer Relationship Management (60-70%):

• Establish and maintain positive client relationships, acting as the primary point of contact.
• Provide excellent customer service, addressing inquiries and concerns promptly and effectively. Typical inquiries include (but not limited to) billing questions, escalations, user reports, general guidance.
• Identify opportunities to improve customer experience and gather feedback to build and maintain strong relationships with key clients to ensure loyalty and satisfaction.
• Build and deliver periodic reviews to customers to give them an overview of what has been going on with their account over a given time span.

• This includes:

• Data Extraction - Pulling data from multiple application platforms that apply to the customer.
• Data Mining - Correcting data errors and analyzing the raw data to identify patterns to extract useful information for the customer.
• Information Delivery – Compiling the data extracted and mined into a meaningful report and present the report to the customer in a manner that tells a story about the account over a period of time, and outlines recommendations for strategic growth.

Skills:

• Project Management Skills: Planning, organizing, executing, monitoring, and controlling projects.
• Customer Relationship Management Skills: Communication, active listening, empathy, problem-solving, negotiation, data mining.
• Communication Skills: Written and verbal communication, including stakeholder communication.
• Technical Skills: Proficiency in ticketing software (Connectwise or similar platforms), project management tools, data analysis, general knowledge of IT Infrastructure (servers, switches, Firewalls), Microsoft Suite, MSP Knowledge
• General Skills: Process driven, detailed oriented, motivated, customer-centric
• Prior experience working for a Managed Service Provider (MSP) is required.

Job Type: Full-time

Salary: $85K-$95K based on experience

Benefits: Dental insurance, Health insurance, Vision Insurance, Life Insurance, PTO, and 401(k)

Schedule: Monday to Friday

Work Location: In-Person (Boca Raton, FL OR Brooklyn, NY OR Melville, NY OR Cherry Hill, NJ, OR West Caldwell, NJ)

EEO Statement :
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.