Technical Customer Success Manager / Director

Title: Technical Customer Success Manager
ID: 1265
Location: Garner, NC
Department: Managed Services

Description

An award-winning, employee-owned managed service provider is seeking a dynamic professional with exceptional communication and relationship-building skills to act as the primary liaison between the company and its growing client base. The ideal candidate has a proven record of leveraging IT knowledge and business acumen to help guide and influence technology decision-making in small and mid-sized organizations.

The Technical Customer Success Manager will support the diverse needs of clients and serve as the primary point of contact for all business relationships. This role requires working with clients to determine, understand, and anticipate their needs while ensuring day-to-day technical support meets expectations and strategic technology direction aligns with each client's unique business objectives. If you are capable of wearing a variety of hats, thrive in a fast-paced environment, and are experienced and comfortable holding conversations with C-level executives and SMB owners, this may be the ideal opportunity for you.

This position is based in Garner, NC, with occasional visits to client sites. It is a full-time position with excellent benefits, including employee stock ownership (ESOP), profit sharing, and a fully vested 401(k) with matching contributions.

Key Responsibilities

• Provide strategic technology advice and account management to a growing list of clients.
• Provide strategic knowledge of business processes and operations to clients.
• Present solutions to improve clients' technology infrastructure.
• Manage client relationships through regular personal contact.
• Lead IT discussions during scheduled business reviews.
• Respond to client requests, needs, and concerns as they arise.
• Identify and communicate risks within clients' technology environments.
• Maintain the knowledge base to ensure continuity among team members.
• Coordinate onboarding of new clients.
• Participate in quoting and procurement for new and existing clients.
• Manage client software licenses.
• Oversee client projects as needed.
• Serve as a liaison between clients and technical staff.
• Advocate for clients' best interests while balancing business objectives.
• Monitor internal and client services for potential issues and facilitate resolution.
• Support sales efforts to expand the managed services client base.
• Develop and maintain forecasts for client projects.
• Build and maintain relationships with vendors and support partners.
• Collaborate with the Information Security Committee to reduce organizational and client risk.
• Provide security awareness training to clients.
• Prepare quotes and statements of work for hardware, labor, and services.
• Review client invoices for accuracy.

Minimum Qualifications

• Demonstrate core values including honesty, accountability, respect, teamwork, and eagerness to learn.
• High school diploma required; at least two years of secondary education preferred.
• Must be a U.S. citizen.
• Ability to work a full-time 40-hour work week from the Garner, NC office, including occasional after-hours functions.
• Previous experience as a Systems Administrator, Systems Engineer, or equivalent role in a managed services environment.
• Strong business acumen with the ability to explain IT concepts and business processes clearly.
• Proven experience with server and network diagnostics, design, and implementation.
• Expertise in networking concepts including routing, VLANs, QoS, and VPNs.
• Strong understanding of networking hardware and peripheral configuration.
• Advanced Microsoft Windows client and server administration skills.
• Ability to quickly learn new technologies and environments.
• Excellent verbal and written communication skills.
• Customer-focused mindset with a proactive, service-oriented attitude.
• Strong analytical and problem-solving skills.
• Highly organized with excellent attention to detail and the ability to manage multiple priorities.
• Ability to pass a background check and drug screening.
• Valid driver's license and reliable transportation.

Preferred Qualifications

• Secondary education in Business Management, Economics, or a related field.
• Experience with small business operations or business ownership.
• Experience in technical support or technical account management.
• Advanced knowledge of PC and server hardware diagnostics, repair, and installation.
• Understanding of business telecommunications systems.
• Expertise in Microsoft Windows Server, Microsoft Exchange, and Microsoft SQL Server.
• Experience with VDI technologies such as Citrix XenApp, Microsoft RDS, or VMware View.
• Experience with virtualization platforms including VMware vSphere and Microsoft Hyper-V.
• Experience with cloud platforms such as AWS and Microsoft Azure.
• Experience with SonicWall and/or Cisco firewalls.
• CompTIA A+, Network+, Security+, Microsoft, or other relevant industry certifications.
• Project management experience.