IT Project Manager/Customer Success Manager

We are seeking a highly motivated and results-driven individual to serve as our IT Project Manager/Relationship Manager. This role will be responsible for managing projects from conception to completion, ensuring client satisfaction, and driving project success. The successful candidate will have a passion for building and maintaining strong client relationships, analytical skills, and a background delivering successful projects.

Key Responsibilities:

• Project Management (30-40%):

• Plan and execute projects, managing resources, timelines, and customer.

• Develop and maintain project documentation, including schedules, plans, and reports.

• Monitor project progress, identify and mitigate risks, and ensure projects are delivered on time and within scope.

• Communicate project updates and status to stakeholders.

• Customer Relationship Management (60-70%):

• Establish and maintain positive client relationships, acting as the primary point of contact.

• Provide excellent customer service, addressing inquiries and concerns promptly and effectively. Typical inquiries include (but not limited to) billing questions, escalations, user reports, general guidance.

• Identify opportunities to improve customer experience and gather feedback to build and maintain strong relationships with key clients to ensure loyalty and satisfaction.

• Build and deliver periodic reviews to customers to give them an overview of what has been going on with their account over a given time span.

• This includes:

• Data Extraction - Pulling data from multiple application platforms that apply to the customer.

• Data Mining - Correcting data errors and analyzing the raw data to identify patterns to extract useful information for the customer.

• Information Delivery - Compiling the data extracted and mined into a meaningful report and present the report to the customer in a manner that tells a story about the account over a period of time, and outlines recommendations for strategic growth.

• Project Management Skills: Planning, organizing, executing, monitoring, and controlling projects.
• Customer Relationship Management Skills: Communication, active listening, empathy, problem-solving, negotiation, data mining.
• Communication Skills: Written and verbal communication, including stakeholder communication.
• Technical Skills: Proficiency in ticketing software (Connectwise or similar platforms), project management tools, data analysis, general knowledge of IT Infrastructure (servers, switches, Firewalls), Microsoft Suite, MSP Knowledge
• General Skills: Process driven, detailed oriented, motivated, customer-centric
• Prior experience working for a Managed Service Provider (MSP) is required.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Life insurance