Client Success Manager (MSP)

As a leading IT Managed Service Provider, we partner with small and mid-sized businesses in Cleveland, Ohio, and beyond. We specialize in delivering Managed IT Services, IT Support & Consulting, and seamless cloud and mobile technology integration for companies with sophisticated IT needs but without the resources for a full-time IT department. Our focus is on helping our clients reach their goals, all while optimizing their IT investments and controlling costs. 
We are currently seeking an Client Success Manager to serve as the vital link between our clients and our technical service team. In this role, you’ll engage with business owners and C-level executives, ensuring we provide top-tier service and fostering strong, long-term relationships. 
 

Responsibilities 

Client Technology Business Review

• Plan, organize, and lead meetings with clients

• Deliver strategic technology plans, incorporating hardware, software, and project recommendations. 

Management Reporting 

• Reviewing client accounts and creating reports 

Quotes and Contracts 

• Respond to client requests for hardware or software with accurate, timely quotes. 

• Review existing contracts and provide proactive recommendations for service changes ahead of contract renewal dates

Requirements 

Here is a list of our "must-haves" in a member of our team. 

Professional 

We build long-term relationships with our clients based on trust. If you can consistently maintain a courteous demeanor and deliver timely, efficient support, ensuring high client satisfaction, you’re the IT professional we want on our team. 

Educated

You'll need a relevant education and at least 3 years of account management and customer service experience. Experience with an MSP is a plus.

Technical Skills

An IT background and a solid understanding of the technical issues our clients face would be considered an asset. As long as you’re eager to learn and expand your knowledge in IT, you are welcome to apply.

Communicate Effectively

You must communicate clearly and simply with both clients and team members. Being an active listener is key—listening to understand, not just to respond.

Problem Solver

We’re a team, and we want you to be a key part of it. You’ll collaborate with clients, management, and colleagues to leverage diverse perspectives and skills to effectively solve problems. 

Strategic Thinking

You must be able to analyze complex data, identify trends, and develop strategies that align with company goals and benefit our clients. Collaborate with team members to generate innovative ideas that add value to the organization. 

Attention to Detail 

You are expected to consistently demonstrate exceptional attention to detail, identify errors and inconsistencies, and take pride in delivering accurate, error-free work. 

Organized and Adaptable

Exhibit strong organizational skills to plan, prioritize, and achieve both company and personal goals. In the fast-paced IT environment, adaptability is essential to respond effectively to changing ideas, responsibilities, expectations, trends, and strategies while maintaining a willingness to learn..

Honest with Strong Ethical Standards

We value directness and honesty—give it to us straight without sugarcoating. Treat everyone with respect and fairness, and uphold your promises and commitments to clients and team members. We promise to do the same and expect the same in return. 
 

HR Information

Competitive Compensation: $60,000 to $75,000 depending on experience. 

This is a full-time in office position (8:30a to 5:30p M-F) 

• Limited local travel (20% - 30%) with monthly fuel stipend

Vacation is 2 weeks after 1 year but one week may be used after 6 months 

40 hours PTO for use as sick time or personal errands

8 National Holidays a year. 

401K Retirement Plan with 4% matching Company contribution (eligible in 6 months)

Medical Insurance: 12 optional plans to choose from with a fixed Employer contribution 

Company paid $10,000 life insurance with additional coverage and AD&D available

Additional Benefits with voluntary employee deductions: 

• Select from 6 optional Dental Plans;

• Select from 5 optional Vision Plans; 

• Accident, Hospital Indemnity and Critical Illness plans available from AFLAC; 

• Multiple levels of Short Term and Long Term disability plans available; 

• Employee Assistance Program; 

• Pet Insurance Plans; 

• Legal Assistance Plans, for family matters, estate planning, real estate and traffic law issues. 

Discount Plans 

• Auto and Home Insurance; 

• Personal Excess Liability Insurance; 

• Identity Theft Protection; 

• Vacation Packages. 

Please submit your resume AND cover letter through the application form. Note that every resume and cover letter is reviewed by an actual person.
Thank you for taking the time to apply for this position. We hope you're as excited about this opportunity as we are!