Technical Customer Success Manager

Key Responsibilities

• Provide strategic technology advice and account management to a growing list of clients
• Provide strategic knowledge of business processes and operations to clients
• Present solutions for clients to improve their technology infrastructure
• Manage client relationships through personal contact
• - Lead IT discussions during Business Reviews on a scheduled basis
• Respond to requests, needs, and concerns as they arise
• Provide awareness of risk to the client's technology environment
• Update knowledge base in order to provide continuity among other company personnel
• Care for onboarding of new clients
• Coordinate onboarding of new clients
• Manage software licenses for clients
• Manage projects for clients as needed
• Act as a liaison between clients and our technical staff
• Advocate on behalf of the client’s best interest while also balancing WingSwept’s business interests
• Monitor internal and client services for any possible issues and facilitate issue resolution
• Support group sales efforts to expand the managed services client list
• Develop and maintain a comprehensive plan for forecasting client projects
• Build and maintain relationships with vendors and support partners
• Work collaboratively with the Information Security Committee in order to reduce risk to WingSwept and our clients
• Provide security awareness training to clients
• Prepare quotes and statements of work for hardware, labor, and services
• Review client invoices for accuracy

Minimum Qualifications

• High school diploma, at least two years of secondary education preferred
• Must be a US citizen
• Must be able to work a full-time 40-hour work week from our Garner office, which may include after-hours functions
• Previous experience as a system administrator/engineer or equivalent role at an MSP
• High business acumen and able to articulate and explain IT and business processes
• Firm understanding of the configuration of basic networking components and peripherals
• Expertise with networking topics such as routing, VLANs, QoS, VPN
• Expertise with Microsoft Windows Server, MS Exchange, or MS SQL
• Expertise with VDI technologies (Citrix XenApp, MS RDS, VMWare View, etc.)
• Expertise with virtualization technologies like vSphere and HyperV
• Expertise with cloud hosting providers (AWS, Azure, others)
• Experience with SonicWALL and / or Cisco firewalls and other appliances
• CompTIA Network+, Security+, Microsoft and other industry certifications
• CompTIA Network+, A+, Microsoft certifications
• Experience in project management

Extra Consideration

• Secondary education in business management and/or economics
• Experience with small business operations management or ownership
• Experience providing technical support and/or technical account management in a business environment
• Intricate knowledge/experience with PC and server hardware diagnostics, repair, and installation
• Fundamental understanding of business telecommunication systems
• Expertise with networking topics such as routing, VLANs, QoS, VPN
• Expertise with Microsoft Windows Server, MS Exchange, or MS SQL
• Expertise with VDI technologies (Citrix XenApp, MS RDS, VMWare View, etc.)
• Expertise with virtualization technologies like vSphere and HyperV
• Expertise with cloud hosting providers (AWS, Azure, others)
• Experience with SonicWALL and / or Cisco firewalls and other appliances
• CompTIA Network+, Security+, Microsoft and other industry certifications
• CompTIA Network+, A+, Microsoft certifications
• Experience in project management

Why WingSwept?

• Employee-owned company with a people-first culture
• A supportive team environment dedicated to quality service
• Competitive base salary + excellent benefits, including:
• Employee Stock Ownership Plan (ESOP)
• Profit sharing
• 401(k) with company match
• Health, dental, and vision insurance

Benefits

• Employee Stock Ownership Plan (ESOP)
• Profit sharing
• 401(k) with company match
• Health, dental, and vision insurance

About the Role

• WingSwept is an award-winning, employee-owned managed service provider seeking a dynamic professional with exceptional communication and relationship building skills to act as the primary liaison between WingSwept and our growing client base.
• The candidate should have a proven record of leveraging IT knowledge and business acumen to help guide and influence technology decision-making in a small or mid-sized organizational setting.
• The Customer Success Manager will support the diverse needs of our clients and serve as the primary point of contact for all business relations.
• The position will require working with clients to determine, understand, and anticipate needs and ensure day-to-day technical support is meeting expectations and strategic technology direction is aligned with the clients’ unique business needs.
• If you are capable of wearing a variety of hats, thrive in a fast-paced environment, and are experienced and comfortable holding conversations with C-level executives and SMB owners, you may be the Customer Success Manager that we are looking for.