Technical Client Success Manager

iT1, a leading national technology solution provider headquartered in Tempe, AZ, is looking for a skilled and experienced Technical Client Success Manager to join our Consulting team. iT1 has been ranked as one of Arizona’s Best Places to Work for the past 11 years running in the Small Business category. This role is an exciting opportunity to continue your career in the IT consulting and managed services world. You will be exposed to many of the top technology offerings in the market and can work with some of the most talented engineers in the country.

The Technical Client Success Manager will be a critical point of contact between the iT1 organization and iT1’s Client, ensuring standards of service delivery are met. You will be the primary technical liaison between iT1 and the Client. You will be tasked with maintaining the Client’s overall level of satisfaction with all our services. This role will handle a set Client for their day-to-day service requests, as well as pricing and equipment selection for both major and minor projects. To be successful in this role, you will have a strong hands-on technical background in a Service Desk/Help Desk environment, project management experience, strong organizational skills, and the ability to communicate effectively. You will need to be able to ensure all assigned tasks are completed in adherence to iT1 standards.

Requirements

• Qualify and implement innovative solutions that meet client specifications.
• Hold weekly review meetings with group managers within the IT department.
• Take charge of client tickets being handled by iT1 and ensure appropriate solutions are delivered within SLA.
• Facilitate knowledge transfer sessions between teams to ensure smooth operations, and documentation is up to date.
• Attend regular client meetings to gain insights into their priorities and strategies.
• Manage the technical proposal process for the client, ensuring that all recommendations are accurate, well-defined, and comprehensive.
• Participate in high-severity incidents, ensuring the appropriate iT1 team members are engaged promptly and own any technical follow-ups needed by iT1.
• Participate in change management processes with the client IT and become a member of the CAB.
• Ensure clients are aligning with iT1's standard tools and solutions, or work with iT1 to adapt tools to best suit the customer depending on the situation.
• Foster relationships with technical vendors to enhance product knowledge and support capabilities within iT1 to best suit the client.
• Have a technical understanding of the client’s implementation of user equipment, servers, and network to be a resource for iT1 technical and response teams.
• Assist with the creation and help present quotes for client projects, services and products.
• Conduct research on emerging technologies and solutions using both internal and external resources to gain in-depth understanding of their nuances.

Job Qualification Requirements

• Bachelor’s Degree or 5+ years in a similar role
• Proficient in interpreting data, especially with CSM reports
• Fundamentals of Linux, Windows, and Mac operating systems
• Technical writing skills required
• System Administrator or relevant experience
• Cloud infrastructure knowledge
• Windows Server Operating Systems
• Mac OS/iOS experience - Preferred
• Linux Server Operating Systems - Preferred
• IT Troubleshooting
• Proven experience with infrastructure and data center environments, as well as alert and event monitoring practices
• Thorough understanding of IT Infrastructure Library (ITIL) best practices
• Hands-on experience configuring monitoring and alerting: Meraki, Fortigate, LogicMonitor, Connectwise
• Proficient in FreshService
• Basic knowledge and understanding of computer networking technologies including routing/switching, firewalls and TCP/IP for troubleshooting purposes.
• Strong organization, time management, and prioritizing skills

Soft Skills

• Communications: Communicates clearly verbally and written with all audiences; Demonstrates effective presentation skills, critical thinking, and problem-solving skills.
• Business Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically upholds organizational values.
• Teamwork: Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit.
• Time Management: Plans how to achieve key priorities daily/weekly; Reviews results of time plans weekly; Schedules time realistically; Balances personal and professional objectives.
• Relationship builder: Builds and fosters ongoing business relationships with iT1 and the client. Must be customer centric.
• Motivator: Leads by example with a positive achiever attitude resulting in an enjoyable client experience.
• Leadership: Takes initiative and empowers team members.
• Ability to take project and execute deliverables with limited support.
• Ability to work in flexible environment based on customer scheduling requirements.
• Thrives in a fast paced and changing environment with proven multitasking skills and focus on details and accuracy.

Preferred Certifications

• CompTia Certifications
• Microsoft Certifications
• Project management Certifications
• IT Infrastructure Certifications
• Cloud Certifications

Physical Demands

• Sit at a computer for 8 hours per day
• Keyboarding for 8 hours per day
• Near Vision (working with small objects or reading small print)
• Speaking (communicating information to clients/coworkers)
• Hearing Requirements (In person speech, telephone, other sounds)

Job Location

• Tempe, AZ, onsite/hybrid

Benefits

• Medical, dental, and vision benefits with highly subsidized premiums
• Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
• 401(k) Plan with employer match
• Onsite Fitness Center
• Onsite Monthly Massages