Senior Client Success Manager vCIO (MSP)

To help continue our rapid growth and solve our clients toughest problems we need an experienced and proven Client Success Manager to join the team. As a Client Success Manager you will be responsible for ensuring our clients thrive through the engagement(s) they have with KSMC doing whatever it takes to deliver value and success. This will include acquiring mastery of the clients business technologies and key resources across levels of the client organization. As a technology consulting firm it is extremely important that all Client Success Manager have experience on complex technology projects and understand the kinds of complexities that exist on system transitions data management projects and product services. Primarily the Client Success Manager will serve as the sole point of contact for their respective clients as both a trusted advisor and point of escalation when their most important initiatives call for it. Finally it will also include helping ensure effective collaboration across all teams involved in achieving these goals. 

Responsibilities

Manage delivery on a given project or client-site including:

• Understand the clients business intimately their organizational structure KPIs/OKRs strategies technical capital and human capital financial considerations etc.
• Act as a solution architect seek to understand their current technological landscape including relevant software hardware technical debt risk aversion velocity and proclivity towards change etc.
• Understand KSMCs scope of work and its intended outcomes and overarching purpose for the business
• Partner with the client by bringing them relevant useful suggestions around people processes and technology that complement the work we are already doing
• Participate meaningfully in our teams solution process regarding any of the following subjects and feel confident in your ability to represent in an ongoing way those ideas to senior leaders on behalf of the team:
  1. Data Management
  2. Infrastructure
  3. Architecture
  4. Data migration
  5. Product selection
  6. Solution Road Maps
  7. Privacy
  8. Security
  9. Implementation approach; agile versus waterfall delivery methodologies
  10. Procurement techniques
  11. M&O
• Support Project Managers on all escalation points around resourcing solution design and implementation budget timeline and cost
• Mentor coach and train others around our company on how to reflect these capabilities
• Provide check-ins around how all active projects are going on the account both formally and informally
• Bring solutions and ideas to the client or joining them in ideating about new exciting opportunities to innovate their business and services/products
• Be a confidential support to them on any challenging realities they face around people processes or technology with the intent of helping them overcome these challenges through creative techniques
• Stay attuned to the context surrounding the clients industry and market

Manage the internal portfolio finances including:

• Leading monthly meetings with the KSMC Finance team around accounting updates including the portfolio level roll up of projects deliverables and invoices
• Ensuring invoices are paid in contractually agreed time frames
• Forecasting net new projects for the account managing those ideas from inception through signed SOW and ensuring all proper parties are collaborated with through that process
• Providing clarity and recommendations managing any WIP in a given account

Perform Contract Management for the account including:

• Ensuring all active projects are aligned to contracts
• Creating and managing all contracts for services with assigned account(s) including managed service agreements (MSA) contracts renewals extensions and amendments

 Manage Client Capital including:

• Referral Capture
• White Paper and content management
• IP process proactive management

Client Need Forecasting:

• Product backlog enhancement ideation Solution/technology innovation cost savings integrations data products/services process products/services legislative consideration for the future and competition velocity/quality review
• Partnering with Sales to build a strategy around what ought to come next for the client and how we might provide services/products/partners to support them

Participation as key lead on all business development activity for specific client. Including:

• Extensions amendments and new scope development
• RFP process lead including RFI responses written responses Q&A orals competition assessment strategic partnerships (MBEWBEVBE) BAFO and any other area (focused on how we continue to win)
• Loss retrospective and lessons learned
• Contract vehicle identification
• Solution Excellence (pushing a partnership with sales to ensure the proposal is the best we can think of and aligned with what the client wants and needs)

Qualifications :

*We are considering candidates from the following cities: Indianapolis Ohio Chicago Washington DC Denver and San Francisco

• 5 years experience managing complex work portfolios strategic to an executive team
• Technical competency
• Ability to maintain high level of confidentiality
• Advanced knowledge and proficiency in Microsoft Excel PowerPoint Project Jira Smartsheet Azure DevOps Trello and/or other Project Management software
• Knowledge of Municipality State and Federal government work a plus
• Experience in consulting is a plus
• Excellent Communicator
• Professionalism
• Quick technical aptitude; can learn technology stacks/infrastructure/application dev/data quickly retain and add value

*Note: This role requires a significant amount of work in Indiana. We will consider applicants who are willing to travel or relocate for this opportunity.

Additional Information :

What you should know about KSMC:

• KSMC employees work hard. We solve big problems serve lots of clients and are generally engaged throughout the entire workday and beyond. 
• We compensate well and show our appreciation in lots of ways including Thursday Throwdowns quarterly employee events Community Day and family outings. 
• We have a great benefits package including a Self-Managed PTO Policy. 
• Our snack room is well stocked with healthy drinks and food to keep you going during your work day.
• Our comprehensive wellness program includes team recreation activities and wellness reimbursement. 
• KSMC values lifelong learning and encourages all team members to continue to grow through formal and informal paths that include an Educational Assistance Program.  
• We emphasize your career advancement and development and set aside intentional time twice a year to evaluate your progress and goal set together including your career growth track. 
• We pride ourselves in having the best talent in the industry and hope that youre up for the challenge! 

All qualified applicants will receive consideration for employment without regard to age color sex disability national origin race religion or veteran status. 

Equal Opportunity Employer 

We embrace AI across everything we do and that includes how you prepare for this interview. Feel free to use AI tools to research the role practice your responses and put your best foot forward. What matters to us is getting to know the real you how you think how you communicate and what you genuinely bring to the table. Our interviews are designed to go deeper than any polished answer so come curious and come as yourself without the support of an AI tool during our conversation.

Remote Work :

No

Employment Type :

Full-time