Client Success Manager – IT Services

THE OPPORTUNITY
At MYITCREW wedontjust serve clients we partner with them. As a Client Success Executiveyoullbe the strategic quarterback for your assigned accounts: the single point of accountability for relationship health business growth and technology alignment across the client lifecycle.

Your portfolio will focus on MYITCREWs Healthcare Manufacturing and other accounts. Many of our clients are complex multi-location operators where the depth of the relationship is everything. As we continue to grow our practice and expand our account management team in our focused verticals youll be joining at a moment when your work will directly shape how we serve and retain these clients. They dont want a vendor rep they want a strategic partner who understands their business earns their trust and helps them build a technology roadmap that supports their mission. That is the first and most important thing you will do in this role.

WHAT YOULL DO
Client Strategy & RelationshipManagement Primary Focus
Serve as the single point of accountability for assigned clients proactive strategic and always a step ahead
Own the client relationship at every level of the organization from the CEO COO CFO Administrators and front line staff. Lead recurring Strategic Business Reviews (SBRs) build annual IT roadmaps tied to each clients operational goals and develop the kind of trust that makes MYITCREW indispensable not just a vendor on contract.
Anticipate client needs through data and relationship cues surfacing and resolving concerns before they escalate

Revenue Growth & Expansion
Identifyand close expansion opportunities: hardware refreshes infrastructure upgrades licensing and project work
Quote and scope solutions in partnership with the Solutions Architect and TAM teams moving opportunities from finding to proposal to signed approval
Translate technical findings into business conversations: connecting infrastructure recommendations to operational outcomes risk reduction and ROI

Lifecycle & Renewals
Own the lifecycle calendar for each account warranties licensing renewals and contract timelines
Present lifecycle and budget updates as part of proactive roadmap conversations not reactive fire drills

Escalation & Cross-Functional Execution
Serve as the non-technical escalation point for service concerns facilitatinginternal resolution across Service TAM and Project teams
Maintain clear communication with clients during escalations ensuring transparency and continuity
Partner with the TAM and Projects teams to execute on client initiatives and keep delivery aligned to commitments
Partner with the Solutions Architect on complex client scoping bringing technical depth into client conversations and ensuring recommendations are grounded in a sound achievable plan before they are presented

WHAT WERE LOOKING FOR
7 years in a senior account management client success or client executive role in managed services IT services or a related technology field
Proventrack recordmanaging relationships with C-suite and VP-level buyers at complex multi-site organizations
Ability to understand the business implications of technology what a failing environment costs an operator and what a well-designed one enables and articulate this clearly and without jargon to executive audiences
Enough technical fluency to engage credibly with engineering teams shape how findings are framed for clients and lead the client conversation from there youdontbuild the solution but you understand why it matters
Consultative confident communicator you ask good questions listen well and present recommendations with authority
Organized and accountable: you manage a book of business with discipline and follow through on commitments
Experience working with or within assisted living or skilled nursing facility (SNF) organizations isrequired you understand the operational pressures the regulatory environment and the decision-making structures that define this world. Background on the operations side of healthcare (rather than exclusively IT) is a meaningful plus and preferred

HOW WE MEASURE SUCCESS
This role has clear performance measured on:
Expansion revenue: quoting activity pipeline and closed-won opportunities
Client retention rate across your assigned portfolio
SBR and cadence call completion are your clients engaged and on schedule
Lifecycle execution: clients with current roadmaps renewals handled on time
Client satisfaction scores tied to account-related interactions

WHY MYITCREW
We fix problems permanently our root cause culture means clients trust us and that trust is the foundationyoullbuild on
A proactive technical team generates real findings and real opportunities youllwalk in with material to work with
Competitive compensation:Base salary range of$100000 $110000 annually depending on experience and addition this role is eligible for performance-based commissions/bonuses resulting in high on-target earnings (OTE).
Health dental and vision benefits; PTO and paid holidays
Leadership that is invested in making this role successful

Required Experience:

Manager