Client Success Manager

OVERVIEW

We are a leading Managed Service Provider (MSP) seeking a dedicated Partner Success Manager (PSM) to join our team. The PSM will serve as the primary point of contact for partners, ensuring their satisfaction, retention, and growth by identifying their pain points, understanding their business goals, and driving measurable business value through tailored IT solutions. Embracing a vCIO mindset, the PSM will act as a strategic partner, providing high-level IT guidance and aligning technology strategies with partners’ long-term business objectives. This role involves close collaboration with Technical Account Managers (TAMs) to develop lifecycle management programs, including partner budgets and IT roadmaps, to deliver exceptional partner experiences and foster business success by being a trusted partner.

RESPONSIBILITIES

vCIO Mindset Responsibilities

• Deeply understand partners’ business operations, goals, and challenges to identify key pain points and recommend tailored technology solutions to address them.

• Act as a strategic advisor to partners, engaging with C-suite executives and key decision makers to align IT solutions with their long-term business vision and goals.

• Regularly visit partner’s onsite to conduct Strategic Partnership Reviews (SPR’s), presenting strategic IT roadmaps that align technology investments with business goals to drive efficiency and competitive advantage for our partners. This means going beyond just showcasing performance metrics like ticket resolution times and satisfaction scores (this is considered virtual captain obvious and should be considered table stakes) and discussing strategies that lead to ticket elimination.

• Collaborate with Subject Matter Experts and technical teams to develop and effectively communicate proactive recommendations on emerging technologies and industry trends, positioning partners’ IT environments for scalability, innovation, and cost optimization.

• Leverage the expertise of Technical Account Managers (TAMs) to create tailored IT budgets and lifecycle management programs that balance operational needs with strategic objectives, ensuring alignment with partners’ financial and growth priorities.

PSM Responsibilities

• Build trusted relationships with key partner stakeholders, identifying and documenting pain points through active listening and assessments to propose effective IT solutions.

• Champion our partners’ needs within the organization. As their primary point of contact, you’ll advocate for partners, ensuring their priorities are addressed by mobilizing the right internal resources to resolve issues swiftly and effectively.

• Monitor partner health, tracking metrics such as ticket resolution times, satisfaction scores, renewal risks, and proactively addressing issues to prevent escalation using agreed upon tools (such as LCI and LCM) and framework to ensure consistent success for all customers.

• Communicate key updates, project statuses, and lifecycle program outcomes clearly

• Maintain accurate partner records, including pain points, business goals, budgets, roadmaps, and interaction logs, in CRM systems to support strategic account planning.

• Champion the TruMethods structured processes and methodologies used to achieve partner success and IT alignment by being the pivotal point of contact between our partners and Executech.

QUALIFICATIONS

• Education: Bachelor’s degree in business or information technology preferred. Candidates with relevant, proven experience will also be considered.

• Experience: 3+ years in a partner-facing role, with experience in account management, strategic IT planning, partner relationship building, and identifying business needs preferably within an MSP or IT services environment.

SKILLS

• Exceptional interpersonal and communication skills to engage diverse stakeholders and articulate how IT solutions drive strategic and operational value.

• Strong account management and problem-solving abilities, with a focus on partner satisfaction, retention, and alignment with business goals and outcomes.

• Ability to adopt a vCIO mindset, translating business objectives into strategic IT roadmaps and budgets in collaboration with TAMs.

• Proficiency with MSP tools such as ConnectWise and Lifecycle Insights for account management, reporting, and lifecycle planning.

• The ability to identify partner pain points and develop actionable IT strategies.

• Outstanding organizational skills to effectively manage multiple partner accounts and competing priorities.

• Inquisitive/Analytical mindset - consistently exploring alternative approaches to drive innovation and improvement

PERSONAL ATTRIBUTES

• Partner-focused, empathetic, and adaptable with a passion for driving partner success through strategic and operational excellence.

• Must be self-motivated and proactive and thrive in a highly independent role

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