Role description
Client Success Strategist
PLUS INCClient Success Strategist
Department: IT Services
Reports To: Director of IT Services
Location: Greenville, SC (On‑site with possible hybrid flexibility)
About The Role
The Client Success Strategist (CSS) is the "Experience Architect" for our managed clients. Unlike a salesperson, the CSS lives within the IT Department to ensure that the services we deliver actually solve the business problems the client has. You are the bridge between the technical helpdesk and the client’s boardroom, ensuring high service adoption, client retention, and technical alignment.
Key Responsibilities
The “CSM” Approach
- Onboarding Orchestration: Act as the "concierge" during the first 90 days of a new client relationship, ensuring the transition from sales to operations is seamless.
- Service Health Monitoring: Regularly review ticket trends and "noise" for your accounts. If a client has recurring issues, you coordinate with Lead Tech to find a permanent fix before the client gets frustrated.
- Strategic Business Reviews: Lead strategic meetings to review ticket trends, security posture, and budget planning.
- Regular Contract Reviews: Review customer contracts for accuracy, compliance, and regular increases to ensure profitability.
- Adoption Training: Ensure clients are using the tools they pay for (e.g., maximizing Microsoft 365 features, using the client portal, or following MFA protocols).
- Risk Mitigation: Identify "at-risk" accounts early and develop save-plans to ensure long-term loyalty.
- Lifecycle Management: Manage renewals and identify opportunities for project upgrades (e.g., cloud migrations, security enhancements) that benefit the client’s efficiency.
- Oversee equipment orders, ensuring accuracy and timely fulfillment.
- Partner with the inventory team to track and manage IT hardware and materials.
- Oversee license management, ensuring proper allocation, renewals, and cost optimization.
- Develop, update, and maintain Standard Operating Procedures (SOPs) for IT solutions, service delivery, and sales processes.
IT Support & Training
- Coordinate with internal technical teams for escalations and project work.
- Deliver training on existing and new products and services to internal teams and customers.
- Stay informed on emerging technologies, tools, and best practices to help keep our IT offerings competitive.
- Participate in R&D efforts related to new services, tools, and innovation opportunities in the MSP space.
Sales Enablement & Marketing Support
- Support the sales team with documentation, proposals, materials, and product knowledge for MSP services.
- Assist with sales of MSP services and products, identifying upsell and cross‑sell opportunities.
- Develop and maintain IT‑focused customer content, including newsletters and marketing campaigns.
- Coordinate with the marketing team to craft messaging, case studies, and digital content that highlight services.
Cross-Functional & Administrative Responsibilities
- Maintain and enhance CRM, PSA, and business systems used by the team.
- Work collaboratively across sales, operations, inventory, finance, and marketing departments.
- Support process improvement efforts to enhance operational efficiency and customer experience.
- Assist with reporting, data analysis, and the development of leadership dashboards.
Qualifications
- The "Translator" Skill: You must be able to sit in a room with a Senior Engineer and a CEO and make sure both feel understood.
- MSP Background: 2+ years in an MSP environment is required to understand the pace and the "vCIO" logic.
- Empathy & Persistence: You are the "Internal Advocate." If a client is unhappy, you don't hide; you dive in to fix the process.
- No Sales Quota: You are measured on Retention (Net Revenue Retention) and Client Satisfaction (CSAT), not on new "logos" or cold calls.
Technical & Soft Skills
- Proficiency with PSA/RMM tools (ConnectWise).
- Financial literacy (understanding CAPEX vs. OPEX) to assist clients with budgeting.
- Empathy: The ability to stay calm when a client is frustrated and turn a negative experience into a loyalty-building moment.
Why This Role Matters
This is a high‑impact position designed to help Plus Inc. expand and strengthen its IT Services division. By supporting clients, sales, operations and innovation, this role will be central to building a scalable, efficient, and customer‑focused MSP delivery model.