Myriad360 - Solution Outcome Management Leader @Advizex (Remote)
Requirements
• Education: Bachelor's degree in Computer Science, Information Technology, Business, or a related field. Master's degree preferred. • Education • 10+ years of experience in Customer Success, Service Delivery, Account Management, Managed Services, or related customer-facing leadership roles. • 5+ years of people leadership experience managing Customer Success Managers or other customer-facing teams. • Proven experience building, scaling, or transforming a Customer Success practice. • Prior hands-on technical experience in one or more of the following: • Enterprise networking • Enterprise storage (SAN, NAS, software-defined storage) • Virtualization (VMware, Nutanix, Hyper-V) • Hyperconverged infrastructure (VxRail, Nutanix, PowerFlex) • Database administration (Oracle, MS SQL, Postgres) • 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. • Demonstrated success driving customer retention, growth, customer satisfaction, and account profitability. • Preferred: • Experience working for a Managed Service Provider (MSP), technology services company, or IT consulting organization. • ITIL, AWS, Azure, Cisco, Microsoft, or other relevant certifications. • Experience with Customer Success platforms such as Gainsight, ChurnZero, Totango, or similar. • Familiarity with PSA and ITSM platforms such as ServiceNow, ConnectWise, Autotask, HaloPSA, or similar. • Experience managing enterprise and mid-market customer portfolios. • As an Advizex employee, you will be eligible for the following benefits and perks: • Company-subsidized medical benefits • Dental and vision coverage offered • Flexible Work Arrangements • Retirement Savings Plans • Paid Long Term Disability • Basic Life Insurance offered
Responsibilities
• Customer Success Leadership • Build, develop, and lead a high-performing team of 5 to 10 Solution Outcome Managers supporting managed services customers. • high-performing team of 5 to 10 Solution Outcome Managers • Establish the operating model, processes, and KPIs for the Solution Outcome Management organization. • operating model, processes, and KPIs • Create scalable customer lifecycle programs focused on onboarding, adoption, value realization, renewal, and expansion. • onboarding, adoption, value realization, renewal, and expansion • Customer Retention & Growth • Own customer retention, customer health, and account profitability. • retention, customer health, and account profitability • Develop executive-level relationships with key customer stakeholders. • executive-level relationships • Identify and mitigate customer risk through proactive engagement and health monitoring. • mitigate customer risk • Partner with Sales and Account Management teams to uncover growth opportunities and support upsell and cross-sell initiatives. • support upsell and cross-sell initiatives • Practice Development • Design and implement playbooks, customer health scoring models, and success plans. • playbooks, customer health scoring models, and success plans • Develop customer segmentation and engagement strategies. • segmentation and engagement strategies • Establish operational metrics, reporting, and dashboards to measure customer outcomes and team performance. • operational metrics, reporting, and dashboards • Build scalable processes that support organizational growth. • scalable processes • Lead business reviews, service reviews, and executive stakeholder meetings. • business reviews, service reviews, and executive stakeholder meetings • Cross-Functional Leadership • Act as the voice of the customer across the organization. • voice of the customer across • Managed Service Delivery • Sales and Account Management • Executive Leadership • Drive alignment between customer expectations and service delivery capabilities.
Benefits
• Dental and vision coverage offered • Flexible Work Arrangements • Retirement Savings Plans • Paid Long Term Disability • Basic Life Insurance offered
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