Solution Outcome Manager @Advizex (Remote)
Core
Strategic business partner and primary relationship owner for a portfolio of managed services customers, ensuring measurable business outcomes through effective adoption of IT solutions.
Role type
Senior Account Management / Customer Success Manager (Managed Services)
Builds
Long-term customer partnerships, recurring revenue growth, and account profitability within the managed services sector.
Domain
IT Managed Services, Cloud, Cybersecurity, Infrastructure
Deliverable
client delivery
Required skills
Strategic relationship management, financial acumen, customer retention strategies, account profitability analysis, executive stakeholder engagement, technology roadmap planning, cross-functional collaboration, contract negotiation, upsell/cross-sell execution
Preferred skills
PSA/CRM platform expertise (ConnectWise, ServiceNow, Salesforce), ITIL service management principles, mid-market and enterprise customer support experience, recurring revenue optimization, gross margin management
Technologies
VMware, Nutanix, Hyper-V, VxRail, PowerFlex, Oracle, MS SQL, Postgres, SAN, NAS
Responsibilities
Conduct Quarterly Business Reviews (QBRs) and Annual Strategic Planning Reviews; monitor customer health and satisfaction metrics; identify and mitigate retention risks; manage escalations and coordinate cross-functional resolutions; analyze account profitability and develop improvement plans; collaborate on pricing reviews and contract renewals; identify upsell and cross-sell opportunities; facilitate strategic technology planning and digital transformation initiatives; act as the voice of the customer to align expectations with service delivery.
Seniority
Senior, hands-on IC with strategic account ownership