The posting
This is an opportunity to join a fast-growing Managed Services Provider. The Solution Outcome Manager serves as the strategic business partner and primary relationship owner for an assigned portfolio of managed services customers. The Solution Outcome Manager is responsible for ensuring customers achieve measurable business outcomes through the effective adoption and utilization of managed IT solutions.
This role is accountable for customer satisfaction, retention, recurring revenue growth, and account profitability. The Solution Outcome Manager works closely with Service Delivery, Operations, Sales, and Executive Leadership to align technology solutions with customer business objectives while ensuring services are delivered efficiently, profitably, and at a high level of quality.
The ideal candidate combines business acumen, financial awareness, relationship management, and technology consulting expertise to drive long-term customer success and mutual business value.
· Competitive salary and performance-based bonuses
· Comprehensive health, dental, and vision insurance
· Retirement savings plan with company profit sharing
· Professional development opportunities
· Flexible work arrangements:
o Remote Position
o Ability to travel 25% of the time.
· Generous paid time off and holiday
· A career with a company where you will be challenged, respected, and valued.
· A career with a company where most people of 10+ years of tenure and have deep subject matter expertise.
Why Join Us?
- Opportunity to lead enterprise-wide digital transformation initiatives.
- Work with innovative cloud, networking, and security technologies.
- Collaborative and innovative environment with strong leadership support.
- Competitive compensation and benefits package.
- Customer Relationship Management
- Build and maintain strong relationships with executive stakeholders, business leaders, and IT decision-makers.
- Serve as the primary strategic point of contact for assigned customer accounts.
- Develop trusted advisor relationships through a deep understanding of each customer's business goals, challenges, and technology priorities.
- Conduct regular operations meetings, Quarterly Business Reviews (QBRs), and Annual Strategic Planning Reviews.
- Ensure customers understand and realize the full value of their managed services investment.
- Customer Success & Retention
- Monitor customer health, engagement, and satisfaction metrics.
- Identify and proactively mitigate risks that could impact customer satisfaction or retention.
- Manage escalations and coordinate cross-functional teams to ensure timely resolution of customer concerns.
- Maintain high customer retention and contract renewal rates.
- Develop and execute customer success plans aligned with business objectives and desired outcomes.
- Customer Profitability & Financial Performance
- Monitor the financial health and profitability of assigned customer accounts.
- Identify accounts operating outside target profitability thresholds and develop improvement plans.
- Partner with Service Delivery and Operations teams to address scope creep, excessive support consumption, and service inefficiencies.
- Recommend contract adjustments, service realignment, automation initiatives, and technology improvements that improve both customer outcomes and account profitability.
- Participate in pricing reviews, service packaging discussions, and contract renewals.
- Revenue Growth & Account Expansion
- Identify opportunities for additional managed services, professional services, and technology solutions.
- Collaborate with Account Executives and Sales teams to support upsell, cross-sell, and renewal opportunities.
- Support business case development and solution recommendations.
- Strategic Technology Planning
- Collaborate with customers to create and maintain technology roadmaps.
- Provide guidance on cybersecurity, cloud strategy, infrastructure modernization, compliance, business continuity, and digital transformation initiatives.
- Identify opportunities to improve operational efficiency, reduce business risk, and support growth objectives.
- Deliver business-focused recommendations based on industry trends, emerging technologies, and best practices.
- Facilitate strategic planning discussions that connect technology investments to measurable business outcomes.
- Customer Advocacy
- Act as the voice of the customer across the organization.
- Partner closely with: Managed Service Delivery, Professional Services, Sales and Account Management, Executive Leadership
o Drive alignment between customer expectations and service delivery capabilities.
o Foster long-term partnerships that strengthen customer loyalty and advocacy.
· Education: Bachelor's degree in Computer Science, Information Technology, Business, or a related field. Master's degree preferred.
· Experience:
- 8+ years of experience in Customer Success, Service Delivery, Account Management, Managed Services, or related customer-facing leadership roles.
- Prior hands-on technical experience in one or more of the following:
- Enterprise networking
- Cybersecurity
- Enterprise storage (SAN, NAS, software-defined storage)
- Virtualization (VMware, Nutanix, Hyper-V)
- Hyperconverged infrastructure (VxRail, Nutanix, PowerFlex)
- Database administration (Oracle, MS SQL, Postgres)
- Proven track record of driving customer retention, account growth, and profitability.
- Experience conducting executive business reviews, strategic planning sessions, and technology roadmap discussions.
- Strong analytical, financial, and business problem-solving skills.
- Excellent verbal, written, presentation, and interpersonal communication skills.
- Ability to manage multiple customer relationships and priorities simultaneously.
- Strong understanding of managed services delivery models, SLAs, recurring revenue businesses, and customer lifecycle management.
- Experience leading executive-level customer engagements and strategic business reviews.
o Demonstrated success driving customer retention, growth, customer satisfaction, and account profitability.
- 10+ years of experience in customer success, account management, managed services, or technology consulting.
- Experience managing a portfolio of customers with responsibility for recurring revenue, renewals, and account profitability.
- Familiarity with PSA and CRM platforms such as ConnectWise, Autotask, ServiceNow, Salesforce, HubSpot, or similar systems.
- Knowledge of ITIL service management principles.
- Experience supporting mid-market and enterprise customers.
- Deep understanding of Managed Services operational, financial, and customer success best practices, including KPI development, service delivery governance, customer health scoring, gross margin management, recurring revenue optimization, SLA performance, customer retention strategies, and continuous service improvement methodologies.
- Industry certifications such as ITIL, Microsoft, Cisco, CompTIA, Customer Success certifications, or related credentials.
- ITIL, AWS, Azure, Cisco, Microsoft, or other relevant certifications.
