JOB DESCRIPTION OVERVIEWAs a Senior Manager, you will play a key leadership role in guiding clients through onboarding to managed services and driving the client experience throughout the lifecycle. You will exercise an elevated level of responsibility and autonomy, and will take charge of broad team efforts to deliver a seamless client experience. You will drive operational maturity with minimal oversight, manage diverse stakeholder relationships, and significantly contribute to business development initiatives. This role requires a forward-thinking leader who is deeply knowledgeable about emerging technology tools and support models, and is driven to advance the firm as an authority in innovative support solutions. You will also be instrumental in identifying new opportunities for growth, fostering relationships with key clients, and advancing the firm’s reputation in the technology space.
POSITION RESPONSIBILITIES
1. Own and evolve solution sets for managed services, onboarding and customer satisfaction.
- Provide leadership over IT support models and support toolset to include but not limited to; Remote Monitoring and Management (RMM) platform, Patching, Backup platform, EDR/MDR, compliance and knowledge management and documentation, and AI / Automation tools
- Drive new client onboarding processes and optimization
- Design the client experience and develop Key Performance Indicators (KPIs) to measure client sentiment and satisfaction
- Develop playbooks for remedial tactics to continually drive client satisfaction
- Lead the development and delivery of Client Business Reviews to drive net revenue retention
- Your ability to translate complex IT concepts to both technical and non-technical audiences will be essential in ensuring alignment with clients
- Maintain personal billable utilization at the rate of 1700 hours per year
2. Develop client experience processes, tools, techniques and deliverables.
- Onboarding processes, communication plans, work plans, RACI charts and success criteria
- Welcome packets, client portals and experience collateral
- Select and configure client sentiment and feedback channels, tools, benchmarks and reporting
- Establish formal problem/root cause analyses
- Develop support SOPs and SLA reporting
- Develop client Runbooks in the knowledge management portal
- Build churn/risk management playbooks
3. Value communication.
- Lead business review design, ROI/value reports quantifying what is/was delivered to client
- Build roadmap review format and collaborate with technical team for regular roadmap creation
4. AI-Enablement.
- AI-assisted ticket triage/routing
- Predictive churn modeling using support data+
- AI assisted BUSINESS REVIEW prep and development across internal platforms
- Sentiment trend analysis across communication mode
5. Mentor and develop junior team members.
- Actively mentor and develop junior team members, fostering a collaborative team environment
- Provide guidance on project management, client interaction, and skill development
- Foster a culture of continuous learning, to help cultivate the next generation of leaders within the firm
REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE
- 8+ years of MSP experience or similar work experience
- Bachelor’s degree in relevant field
- Proven experience leading the administration and support of Enterprise IT environments
- Proven experience leading projects covering IT strategy, support model, digital transformation, and/ or enterprise optimization projects
- Strong leadership skills with experience in managing teams, mentoring junior staff, and overseeing client engagements
- Extensive expertise in modern IT trends, including cloud computing, AI, machine learning, data analytics, and cybersecurity
- Advanced proficiency in Excel, PowerPoint, and Word, with a strong ability to create technical roadmaps, models, and presentations
- Demonstrated success in business development, including client acquisition, proposal writing, and growing client relationships
- Exceptional verbal and written communication skills, with the ability to influence and present complex concepts to senior-level stakeholders
- Strong analytical and problem-solving skills, with the ability to design innovative IT solutions that drive business outcomes
- Proven ability to manage and execute multiple, concurrent projects while maintaining high-quality results
- Preferred: Master’s or equivalent post graduate degree (or post-graduate degree in process)
- Preferred: CCNA, M365/Azure, RMM, ITIL certifications
Please note: This application may be reviewed in part by automated systems to help identify qualified candidates.