Client Success Executive

THE OPPORTUNITY

At MYITCREW wedontjust serve clients we partner with them. As a Client Success Executiveyoullbe the strategic quarterback for your assigned accounts: the single point of accountability for relationship health business growth and technology alignment across the client lifecycle.

Your portfolio will focus on MYITCREWs Healthcare Skilled Nursing Facility accounts: complex multi-location operators where the depth of the relationship is everything. As we continue to grow our practice and expand our account management team in this vertical youll be joining at a moment when your work will directly shape how we serve and retain these clients. They dont want a vendor rep they want a strategic partner who understands their business earns their trust and helps them build a technology roadmap that supports their mission. That is the first and most important thing you will do in this role.

WHAT YOULL DO

Client Strategy & RelationshipManagement Primary Focus

• Serve as the single point of accountability for assigned clients proactive strategic and always a step ahead

• Own the client relationship at every level of the organization from the facilitys AdministratoritsDirector of Nursing to the corporate CFO. Lead recurring Strategic Business Reviews (SBRs) build annual IT roadmaps tied to each clients operational goals and develop the kind of trust that makes MYITCREW indispensable not just a vendor on contract.

• Anticipate client needs through data and relationship cues surfacing and resolving concerns before they escalate

• Build trusted relationships with senior decision-makers across the healthcare operator structure: COOs CFOsNursing Home AdministratorsDirectors of Nursing Regional Directors and corporate IT leads at both the facility and ownership group level

Revenue Growth & Expansion

• Identifyand close expansion opportunities: hardware refreshes infrastructure upgrades licensing and project work

• Quote and scope solutions in partnership with the Solutions Architect and TAM teams moving opportunities from finding to proposal to signed approval

• Translate technical findings into business conversations: connecting infrastructure recommendations to operational outcomes risk reduction and ROI

Lifecycle & Renewals

• Own the lifecycle calendar for each account warranties licensing renewals and contract timelines

• Present lifecycle and budget updates as part of proactive roadmap conversations not reactive fire drills

Escalation & Cross-Functional Execution

• Serve as the non-technical escalation point for service concerns facilitatinginternal resolution across Service TAM and Project teams

• Maintain clear communication with clients during escalations ensuring transparency and continuity

• Partner with the TAM and Projects teams to execute on client initiatives and keep delivery aligned to commitments

• Partner with the Solutions Architect on complex client scoping bringing technical depth into client conversations and ensuring recommendations are grounded in a sound achievable plan before they are presented

WHAT WERE LOOKING FOR

• 7 years in a senior account management client success or client executive role in managed services IT services or a related technology field

• Proventrack recordmanaging relationships with C-suite and VP-level buyers at complex multi-site organizations

• Ability to understand the business implications of technology what a failing environment costs an operator and what a well-designed one enables and articulate this clearly and without jargon to executive audiences

• Enough technical fluency to engage credibly with engineering teams shape how findings are framed for clients and lead the client conversation from there youdontbuild the solution but you understand why it matters

• Consultative confident communicator you ask good questions listen well and present recommendations with authority

• Organized and accountable: you manage a book of business with discipline and follow through on commitments

• Experience working with or within assisted living or skilled nursing facility (SNF) organizations isrequired you understand the operational pressures the regulatory environment and the decision-making structures that define this world. Background on the operations side of healthcare (rather than exclusively IT) is a meaningful plus and preferred

HOW WE MEASURE SUCCESS

This role has clear performance measured on:

• Expansion revenue: quoting activity pipeline and closed-won opportunities

• Client retention rate across your assigned portfolio

• SBR and cadence call completion are your clients engaged and on schedule

• Lifecycle execution: clients with current roadmaps renewals handled on time

• Client satisfaction scores tied to account-related interactions

WHY MYITCREW

• We fix problems permanently our root cause culture means clients trust us and that trust is the foundationyoullbuild on

• A proactive technical team generates real findings and real opportunities youllwalk in with material to work with

• Competitive compensation: Base salary range of $100000 $110000 annually depending on experience and addition this role is eligible for performance-based commissions/bonuses resulting in high on-target earnings (OTE).

• Health dental and vision benefits; PTO and paid holidays

• Leadership that is invested in making this role successful
  
  

InterestedWedlike to hear from you.