Client Success Lead (Hybrid in Indianapolis, IN)

Company Description

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 in 2008, Resultant now employs more than 400 team members who operate from offices around the United States including Indianapolis and Fort Wayne, 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.

Job Description

To help continue our rapid growth and solve our clients’ toughest problems, we need a Client Success Lead to join the team. The Client Success Lead will be responsible for overseeing a subset of clients as the primary Engagement Manager while also performing escalated technical work for the clients you manage. This position will report to a Technology Manager of one of our support teams. 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 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. 

May be required to travel to local client sites once a month. Candidates local to the state of IN preferred.  

Primary Responsibilities: 

• Develop technology roadmaps for organizations in the SMB, Mid-Market, Enterprise, Public, and Private sectors 
• Lead sales calls, write proposals, and close opportunities for new work and expansion of existing clients 
• Analyze and resolve issues related to the network, infrastructure, and tools 
• Perform successful root cause analysis for complex problem resolution 

• Perform analysis and assessment of server performance and storage capacity and planning for future needs 
• Maintain system documentation 
• Ability to act independently and lead projects based on program requirements 
• Help to design and architect solutions based on customer requirements and coordination with vendors on hardware and software implementation, problems, patches, and upgrades. 
• Provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them. 

• Manage the integrity and security of clients’ data, servers, devices, and software to support database servers, application servers, and storage systems. 
• Track client opportunities and maintain opportunities within our CRM 
• Coordinate, or act as, a point of technical escalation for the client service team 
• Work collaboratively with teams of smart, thoughtful people, to best meet the needs of our clients. 
• Support Primary Engagement Managers across high Mid-Market organizations 

Qualifications

Some of the soft skills we are expecting are: 

• You should possess strong analytical skills and a demonstrated ability to troubleshoot problems. 
• You should possess excellent communication and customer service skills, both written and oral. 
• You should be able to explain just about anything technical to anyone, regardless of their background. 
• MCSA or equivalent certification. 
• You should be able to lift up to 50 lbs. 
• You should have experience (1-2 years) as a System Administrator  

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 leading IT projects and/or staff 
• Experience with Windows Server and Desktop