Managed Services Customer Success

Kraft Kennedy is a leading technology and management consulting firm specializing in managed services, IT infrastructure, cybersecurity, and advisory solutions for professional services organizations. As a Managed Services Account Manager, you will play a pivotal role in ensuring client satisfaction and fostering long‑term relationships across a portfolio of accounts. You will serve as the primary non‑technical point of contact, collaborating closely with clients and internal teams to deliver exceptional service and drive strategic growth.

You must live in one of these locations to be considered for this remote position: (Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, Nevada, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, Virginia, DC, Kentucky, Pennsylvania, Ohio or Washington.)

Key responsibilities include:

• Serve as the non‑technical point of contact for an assigned group of Managed Services accounts and develop a trusted relationship with both external and internal client teams.
• Ensure that accounts are satisfied with Kraft Kennedy's level of service, communicating feedback raised by the client to Kraft Kennedy management, while ensuring any concerns are resolved in an effective and timely manner.
• Proactively interface with accounts on a regular basis to ensure their needs are being met via ad‑hoc check‑ins and routine status meetings.
• Develop and maintain agenda/meeting notes for ongoing status meetings, while working with the internal team to prioritize follow‑up items and communicate updates.
• Work with the technical team to explore improvements for the client’s technologies, bringing those recommendations to the attention of the client and the internal sales team.
• Coordinate the preparation, scheduling and execution of Quarterly Business Reviews and Annual Strategic Planning Meetings.
• Drive relationship growth through scheduled in‑person meetings at client locations.
• Assist with the management of onboarding new clients and contacts.
• Develop a thorough understanding of any new and ongoing initiatives and manage the facilitation across client accounts.
• Develop overall proficiency in internal systems and operating procedures.
• Work with Procurement to ensure hardware/software renewals are processed in a timely manner.
• Develop a proficient understanding of Agreements and billing procedures for each client.
• Review client invoices for accuracy and respond to any billing‑related issues that arise.

Qualifications:

• Bachelor’s degree preferred.
• Demonstrated success in the development of client relationships.
• Enjoy working with customers and external audiences.
• High energy and drive with good negotiation skills.
• Proficient with general office applications (MS Office, etc.).
• Strong organizational, presentation, and customer service skills.
• Strong written communication skills.
• Interpersonal skills such as active listening and customer‑care.
• Ability to multi‑task and adapt to changes quickly.
• Typing skills to ensure quick and accurate data entry.
• Self‑motivated with the ability to work in a fast‑moving environment.
• Ability to travel periodically to client locations.

The base pay for this position ranges from $40,000 to $55,000. The actual salary offer will take into account a wide range of factors including the individual’s qualifications, experience, and location. In addition, certain positions are eligible for bonuses or commissions.

• Family‑oriented team environment with strong emphasis on work‑life balance.
• Medical, dental, HSA, life and long‑term disability insurance.
• 401(k) with company match.
• Phone reimbursement.
• Holidays/vacation/sick days.
• Cutting‑edge training on the latest technologies.
• Employee referral bonus program.