Technical Customer Success Manager

Wing Swept 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 Wing Swept 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.

This position works from our Garner, NC office with occasional visits to client sites. This is a full time position, with excellent benefits, including stock ownership (ESOP), profit sharing and a fully‑vested 401(k) with matching contributions.

• 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
• Coordinate onboarding of new clients
• Become involved in the quoting & procurement process for new and existing 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 Wing Swept’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 Wing Swept 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

• Each Wing Swept employee is expected to adhere to our core values of being Honest, Eager, Accountable, Respectful, and a Team Player in all their interactions.
• 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
• Deep and proven knowledge/experience with server and network diagnostics, design, and installation
• Expertise with networking topics such as routing, VLANs, QoS, VPN
• Firm understanding of the configuration of basic networking components and peripherals
• Exceptional computer and system administration skills on Microsoft based clients and servers
• Able to learn new environments and technologies quickly
• Excellent verbal and written communication skills for interactions with customers on a daily basis
• Must have a great attitude and desire to go the extra mile for customers
• Strong analytical and problem‑solving skills
• Must be highly organized, attentive to detail, and flexible, with the ability to effectively prioritize tasks and balance the needs of multiple clients
• Must have a background check and drug test
• Must…