Client Success Manager & vCIO

Job Description

Description

Do you have a heart for building business relationships with clients? Do you have experience helping organizations achieve their goals? If so, we are looking for a Client Success Manager with vCIO abilities who can help serve our CONNECT clients, Lanspeed’s fastest growing line of business.

This role has two primary responsibilities:

1) Ensuring the highest levels of client satisfaction and return on investment in our services. This role acts as a point-of-contact for client escalations, advocating for their interests and giving voice to their feedback. This is a leadership role in the company and in the Strategic Services department, training and mentoring others in service delivery, leading to client success.

2) Defining business objectives for the client and developing strategic direction for their success. This role participates as a vCIO to assigned client accounts, reviewing and assessing their progress and offering recommendations. Every client has their own budget, objectives, obstacles… This is where you come in.

The Client Success Manager & vCIO builds a strategy for each client based upon their needs and our recommendations. This strategy is developed by evaluating impact, alignment and budgets. You’ll review the strategy directly with key decision makers in scheduled Strategic Business Review meetings. Each month, you’ll review and approve Network Health Reviews for your assigned accounts. It will be important to get each client to talk about their organization so that we can understand their current and future needs.

What We’re Looking For:

Humble and hungry to grow and learn – a desire to pursue excellence in everything you do

Leadership capabilities with a heart to serve both our team and our clients

Acumen in both business and IT; confidence speaking with and presenting to C-level executives and business leaders

Ability to understand and evaluate business goals, challenges and opportunities

Strong organizational skills with the desire to improve technical documentation

Self-motivated, ability to set and achieve target goals/benchmarks

Have a heart to serve our client and desire to continually improve their network

Excitement to learn about new technologies in a structured role

Ability to perform diagnostics and project work, involving servers/applications/hardware/network systems

Willingness to travel to client locations to provide in-person strategy meetings as scheduled (remote meetings will be conducted when possible)

Utmost reliability in ensuring network security and protecting confidential data

Must be able to work with a very diverse group of clients in a non-judgmental manner

Tasks:

Lead the Strategic Services department and act as an escalation point for client relation/service issues

Work with other managers and department leads to develop best practices, standard operating procedures, training materials and operational improvements for the effective delivery of services

Record activities in a “playbook” to track progress on a daily, weekly and monthly basis towards our meeting targets

Work directly with the assigned Network Administrator to align client networks with our best practices and standards – “The Lanspeed Way”

Client communication: keeping clients informed of appointments/schedule changes

Develop and maintain a positive technical relationship with assigned clients – this role helps determine the direction of services for our client

Project work as assigned, including planning and organizing technical projects from conception to completion

General documentation of time allocation, communication and detailed utilization/ time tracking

Needs to be available for off-hour emergencies as needed

Participate in the Lanspeed Annual Technical Training Roadmap to improve and keep technical skills relevant

Adhere to the Lanspeed core values and culture

Key Performance Indicators (KPI’s):

High utilization – benchmark of 80% total utilization. This requires a good work ethic, time management skills and proper record keeping

Excellent time entry - benchmark of 94% or above time adherence

Highly satisfied clients & team members - benchmark of 93 or above net CSAT score

Achieve weekly meeting benchmark and completed roadmap targets in the position playbook (currently, a minimum of 3 meetings per week)

Qualifications:

High school diploma or equivalent required. 4-year college degree preferred.

Knowledge of Windows Server, Windows Desktop, Office, Office 365, Azure, firewall and wireless technologies.

Advanced knowledge of troubleshooting application issues, networking issues, and virtual infrastructure issues.

Microsoft MCP Certificate or Sophos Certified Engineer preferred.

May have to sit for long periods of time working on the computer.

Transportation Requirements:

Must be willing to travel to client appointments that are scheduled in advance.

Other Things You Should Know:

Our interview process is more involved and thorough than you might think it will be. But don’t let that scare you. Our process helps to make sure we find you the best seat on this bus!

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