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Customer Success Specialist
2 months ago
Location: Remote
Reports To: Director of IT Service Delivery
Salary range: $100,000 - $120,000 with potential bonuses up to $20,000 distributed quarterly and annually.
Vaco is a well-established Managed Service Provider (MSP) with over 20 years of experience in delivering a wide array of IT solutions, including Managed IT Services, Security Solutions, and IT Consulting. We are committed to enhancing our service offerings and are currently seeking a skilled Customer Success Specialist to join our dynamic team. The ideal candidate will act as a trusted advisor to a diverse portfolio of clients, possessing a strong infrastructure technical background and the ability to convey complex technical concepts to non-technical stakeholders.
Key Responsibilities
• Serve as the primary liaison between clients and the technical teams, ensuring optimal satisfaction with IT services and operational requirements.
• Oversee and coordinate daily team activities, ensuring an equitable distribution of tasks among team members.
• Inspire, mentor, and develop team members to provide exceptional service to clients while meeting deadlines and expectations.
• Foster a collaborative environment by encouraging team contributions to processes and practices.
• Manage technology projects and deployments for our Managed Services clients and internal teams.
• Establish clear objectives, monitor progress, and cultivate a performance-driven culture focused on accountability.
• Generate reports on key Service Level Agreements (SLAs) and projects, presenting findings during client meetings.
• Contribute to the continuous improvement of the Managed Support function by sharing knowledge and expertise with fellow team leaders.
• Collaborate with clients to prioritize needs and budget considerations that inform decision-making and future technology strategies.
Qualifications
• Minimum of 1 year of experience in an MSP or consulting environment.
• At least 5 years of IT experience with Microsoft Technologies (O365, Windows Servers, server backups).
• Proficient in ticket management, device management reporting (RMM), and documentation management (knowledge base, asset inventory).
• Proven experience leading a technical team, assisting with task prioritization and problem-solving.
• Demonstrated experience as a project manager for client projects, including refresh initiatives (PCs, Servers) and new implementations (SD-WAN, telephony systems).
• Background as a trusted advisor, Virtual Chief Information Officer (vCIO), or customer success manager.
• Experience in planning, managing, and reporting on comprehensive budgets.
• Authorization to work in the United States is required.
• Availability to work in a hybrid model with some in-office presence.
Vaco values diversity and encourages individuals from all backgrounds, including women, people of color, LGBTQ+ individuals, and veterans, to apply.
EEO NoticeVaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, sex, religion, national origin, age, disability, veteran status, or any other protected characteristic.
Vaco is committed to the full inclusion of all qualified individuals. If reasonable accommodation is needed to participate in the job application or interview process, please reach out.
Privacy NoticeVaco respects your privacy and is committed to providing transparent notice of our policies.
Pay Transparency NoticeCompensation for this role depends on various factors, including individual skills, experience, and geographic considerations. The salary range mentioned above reflects the estimated base compensation for this position.
