Job Details

Technical Client Success Manager, Hospitality - IT Managed Services

We are seeking a Technical Client Success Manager to serve as the primary point of contact and trusted advisor for our clients in the Hospitality IT Managed Services space. This role is critical to ensuring our clients receive exceptional service, achieve their business goals through technology, and maintain long-term, successful relationships with our organization.

Key Responsibilities:

• Serve as the main liaison between clients and internal technical teams.
• Drive client satisfaction, retention, and growth by delivering proactive account management and support.
• Understand clients' business objectives and align IT solutions accordingly.
• Coordinate service delivery, onboarding, and ongoing support with internal engineers and project teams.
• Monitor client environments and usage trends to recommend improvements or upgrades.
• Identify risks to client success and develop mitigation strategies.
• Manage regular business reviews and provide performance reporting (SLAs, KPIs, etc.).
• Collaborate with Sales and Technical teams to identify upsell/cross-sell opportunities.
• Advocate for the client internally while balancing business priorities.

Qualifications:

• 6-10 years of experience in a client success, technical account management, or IT service delivery role.
• Strong understanding of Managed Services offerings (e.g., infrastructure support, cloud services, cybersecurity, networking).
• Familiarity with ITIL framework and service management tools (e.g., Zendesk, NinjaOne, etc).
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple accounts and priorities effectively.
• Experience working with cross-functional teams (sales, engineering, support).
• Technical acumen and the ability to translate complex IT concepts into business value.

Preferred:

• Experience with MSP-specific tools.
• Familiarity with SLAs, KPIs, and other performance metrics in an MSP context.