This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Client Success Manager based in the United States.
This role sits at the intersection of client relationship management and technical service delivery, ensuring hospitality clients fully realize value from managed IT services. You will act as a trusted advisor and primary point of contact for assigned accounts, guiding clients through onboarding, ongoing support, and long-term optimization of their technology environments. The position requires close collaboration with engineering, support, and sales teams to ensure seamless service execution and high client satisfaction. You will translate technical capabilities into clear business outcomes while proactively identifying risks, opportunities for improvement, and areas for expansion. This is a highly client-facing role where communication, technical understanding, and strategic thinking come together. It is ideal for someone who thrives in a fast-paced managed services environment and enjoys building long-term client partnerships grounded in trust and performance.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Client Success Manager based in the United States.
This role sits at the intersection of client relationship management and technical service delivery, ensuring hospitality clients fully realize value from managed IT services. You will act as a trusted advisor and primary point of contact for assigned accounts, guiding clients through onboarding, ongoing support, and long-term optimization of their technology environments. The position requires close collaboration with engineering, support, and sales teams to ensure seamless service execution and high client satisfaction. You will translate technical capabilities into clear business outcomes while proactively identifying risks, opportunities for improvement, and areas for expansion. This is a highly client-facing role where communication, technical understanding, and strategic thinking come together. It is ideal for someone who thrives in a fast-paced managed services environment and enjoys building long-term client partnerships grounded in trust and performance.
Accountabilities:
- Serve as the primary liaison between clients and internal technical, engineering, and support teams to ensure seamless service delivery.
- Own client satisfaction, retention, and growth by delivering proactive account management and ongoing engagement.
- Understand client business goals and align managed IT services to support operational efficiency and technology outcomes.
- Coordinate onboarding, implementation, and ongoing support activities in partnership with internal delivery teams.
- Monitor client environments, system usage, and service performance to identify optimization opportunities and potential risks.
- Lead regular business reviews, including SLA/KPI reporting, performance analysis, and strategic recommendations.
- Identify and support upsell and cross-sell opportunities in collaboration with Sales teams.
- Act as the internal advocate for clients while balancing organizational priorities and service standards.
- Ensure timely resolution of issues by driving coordination across cross-functional technical teams.
- 6–10 years of experience in client success, technical account management, or IT managed services delivery roles.
- Strong understanding of managed services environments, including infrastructure support, cloud services, networking, and cybersecurity concepts.
- Experience working with IT service management frameworks such as ITIL.
- Familiarity with service management and ticketing tools (e.g., Zendesk, NinjaOne, or similar platforms).
- Proven ability to manage multiple client accounts, priorities, and stakeholder relationships simultaneously.
- Strong communication skills with the ability to explain complex technical concepts in clear business terms.
- Experience collaborating with cross-functional teams including engineering, sales, and support.
- Strong analytical and problem-solving abilities with a proactive, solution-oriented mindset.
- Experience working with SLAs, KPIs, and performance metrics in a managed services or MSP environment is highly desirable.
- High emotional intelligence and ability to build trusted, long-term client relationships.
- Competitive compensation package aligned with experience and market standards
- Fully remote work within the United States
- Opportunity to work in a fast-growing managed services environment supporting hospitality clients
- Strong career growth potential within client success and technical leadership tracks
- Exposure to modern IT infrastructure, cloud services, and enterprise service management tools
- Collaborative, cross-functional team culture with direct client impact
- Ongoing learning opportunities in IT service delivery and customer success best practices
- Comprehensive benefits package including healthcare coverage and paid time off (where applicable).