Senior Client Success Manager (Hybrid in Indianapolis, IN)

Resultant is a modern consulting firm with a radically different approach to solving problems.

We don’t solve problems for our clients. We solve problems with them.

Through outcomes driven by data analytics, technology solutions, digital transformation, and beyond, our team works with clients in both the public and private sectors to solve their most complex challenges. We start by learning as much as we can about who they are, how they work, and what they’re striving for so we can feel their problems as our own. Partnering with our clients means their desired outcomes are always top of mind, their challenges and strengths guiding our efforts. We build client-focused relationships before we build unique solutions that blaze past expectations.

Originally founded in Indianapolis as KSM Consulting in 2008, Resultant now employs more than 450 team members who operate remotely and from offices around the United States including Indianapolis, Fort Wayne and Odon, Indiana; Columbus, Ohio; Lansing, Michigan; Denver, Colorado; Dallas, Texas; and Atlanta, Georgia.

We’re Resultant. Clients partner with us to see a difference. People join us to make one.

To help continue our rapid growth and solve our clients’ toughest problems, we need a Senior Client Success Manager to join the team. The Senior Client Success Manager will be responsible for overseeing a subset of clients as the primary Engagement Manager by providing strategic and tactical guidance, while adhering to defined client engagement standards. This position will provide guidance and oversight of technology systems ensuring the IT systems are managed, controlled, and optimized with client’s specific needs.  This is a non-telecommuting position including some off-shift hours, weekends and occasional travel. The selected candidate will directly report to the VP of Client Success.  This individual will act as the Resultant expert – ensuring client technology roadmaps are built and followed, that the work their team performs adheres to Resultant mission and values, and to support Resultant’s holistic approach to client service.   You will help to manage and deliver assigned operational and project commitments to clients, utilizing the entire client team as necessary and as assigned by the VP of Client Success. Primarily, you will serve as the sole point of contact for your respective clients ensuring quality delivery as both a trusted advisor and point of escalation when their most important initiatives call for it. 

**May be required to travel to local client sites periodically. Candidates must live in or around the Indianapolis, IN area.

Primary Responsibilities: 

• Understand the client’s business intimately, their organizational structure, KPIs/OKRs, strategies, technical capital, and human capital, financial considerations, etc. 
• Understand the client’s technological landscape including relevant software, hardware, technical debt, risk aversion, velocity and proclivity towards change, etc. 
• Develop technology roadmaps for organizations in the SMB, Mid-Market, Enterprise, and Private sectors 
• Participate meaningfully in our team’s solution process through clear and confident discussion of Resultant’s solution offerings across Data, Tech, and Digital Transformation
• Provide quality assurance and ensure operational excellence on all active projects both formally and informally 
• Be a confidential support to clients on any challenging realities they face around people, processes or technology, with the intent of helping them overcome these challenges through creative techniques 
• Lead sales calls, write proposals, and close opportunities for new work and expansion of existing clients 
• Ability to act independently and lead projects based on program requirements 
• Provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them
• Track client opportunities and maintain opportunities within our CRM 
• Coordinate, or act as, a point of escalation for the client service team 
• Work collaboratively with teams of smart, thoughtful people, to best meet the needs of our clients

Preferred Skills and Qualifications: 

• Previous consulting experience in IT Managed Services (highly preferred)
• Experience holding relationships with C-Suite 
• Previous experience within a multi-disciplined, cross-functional technical organization with matrixes reporting relationship 
• Bachelor's Degree in Computer Science, Engineering or Business Administration or equivalent work experience 
• IT Related Certifications preferred

Some of the skills we are expecting are: 

• Strong analytical skills and a demonstrated ability to troubleshoot problems
• Excellent communication and customer service skills, both written and oral
• Ability to explain just about anything technical to anyone, regardless of their background
• Experience working in a dynamic IT environment 
• Experience (5+ years) leading client engagements 
• Experience leading IT projects and/or staff 
• Knowledge of project management in relation to the delivery of IT services 
• Ability to develop and maintain Standard Operating Procedures (SOP) 
• Experience working with proposals for new business 
• Demonstrated ability working in a teaming/collaborative environment 
• Must live in the Indianapolis, IN area
• Must be legally authorized to work in the United States for any employer without sponsorship

Some of the technical skills we are expecting: 

• Servers: Active Directory, Domain, SSL Certificate, Backups, Antivirus 
• Cloud: Azure, Office 365, AWS, Google 
• Network: Firewalls, Switches, Wireless, Voice, DHCP, TCP/IP, DNS, Routing 
• Computers: Computer deployment, printer deployment 
• Applications and Products: Office 365, Common Line of Business Apps, Barracuda, Fortinet, Cisco, HP 
• Experience with Windows Server and Desktop operating systems
• Experience with anti-virus and antispam products 
• Experience with identity management solutions 
• Experience with creating documentation and reports using MS Word, Excel and PowerPoint 
• Experience working and communicating with hardware and software vendors for maintenance/repair/upgrade/license management
• Knowledge of Server Virtualization
• Knowledge of Operating Systems life cycle management and configuration management
• Knowledge of the creation and administration of Group Policies and Active Directory Domain Services 
• Knowledge of Domain Name Services
• Knowledge of configuration management tools and software deployment 

What you should know about us: 

• We are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes. 
• We are team players, deeply dedicated to the mission of the organization, and to helping everyone around us be successful. 
• We compensate well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals. 
• Our leaders work hard, serving as shining examples of what it means to live out our values. They are servant leaders, helping their teams to be successful in all possible ways. 
• We have a great benefits package including unlimited vacation, significant 401k contributions, and several opportunities to develop yourself. 
• We pride ourselves in having the best talent in the industry and hope that you're up for the challenge! 

What our team members say about us:

• "I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like this."
• "I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team."
• "The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me."

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