Customer Success Project Manager

PFlex and Customer Success Project Manager

FLSA Status: Exempt

Full-Time

Location: Livermore, CA (Onsite)

WHO WE ARE:

MGT is a leading provider of technology and advisory solutions serving state, local, and education government agencies (SLED) across the United States. Through client partnerships, MGT’s nearly 1,200 employees impact communities for good by managing and securing critical networks, solving complex human capital and fiscal problems, elevating education systems, and advancing equity as a performance imperative. MGT partners with thousands of agencies as a trusted advisor, delivering solutions that improve technology, operational, and economic performance to help communities thrive.

Founded in 1975, MGT has broadened its solutions portfolio to tackle the most mission-critical problems at the top of the public agency leadership agenda. With a strong track record of organic and inorganic growth, MGT continues to attract exceptional talent and empower them to exceed client expectations. Learn more about our culture from our employees.

Celebrating its 50th year in 2025, the firm attracts exceptional talent and empowers them to exceed client expectations as they navigate the dynamic demands of the clients we serve. Hear more about MGT’s culture in the words of our employees.

WHAT YOU’LL DO:

The PFlex and Customer Success Project Manager is responsible for leading and overseeing the successful delivery of service requests and projects in areas such as physical security, structured cabling, and IT infrastructure directly tied to Premium Flex Contracts, Post Project Warranty, and RMA Support. This role serves as the primary point of contact between MGT and the customer through the service request lifecycle, ensuring client satisfaction, technical accuracy, and timely execution. Engages internally with presales, PMO, managed services, and our renewals team to develop customer success material and hold annual or bi-annual Customer Success Reviews.

In this role, you will be responsible for:

Service Request Intake

• Respond to all incoming calls and emails to the Premium Flex Service Queue.

• Triage service requests by opening tickets and entering appropriate information into the system.

• Determine service level entitlement (new, existing PFlex, Project Warranty, RMA Support).

Service Request Delivery

• Provide overall direction for service requests and projects tied to Premium Flex Contracts, ensuring alignment with scope, timelines, and quality standards.

• Assess if requests require transition to Account Management for full project build-out.

• Define project scope, objectives, risks, and implementation strategies.

• Implement project management best practices for scheduling and coordination.

• Coordinate service contracts related to RMAs with Materials Manager and PMO Administrator/Coordinator.

• Report ticket status daily and follow up with customers and engineers as needed.

• Develop and maintain service/loaner inventory.

• Coordinate scheduling of service requests with customers and engineers.

• Confirm service request completion and close tickets.

Service Request and Contract Monitoring

• Build and close customer contracts, providing basic analysis for future Customer Success reviews.

• Review completed service requests for time accuracy.

Customer Success

• Collaborate with internal teams to compile comprehensive reports of active/completed services and build road maps for renewals and upcoming service needs.

• Schedule and host annual and bi-annual customer success reviews for all PFlex and West Region multi-project/services accounts.

WHAT YOU’LL BRING:

• Trade School, bachelor’s degree, or equivalent experience required.

• Three (3) or more years of project management experience in IT, physical security, or related fields.

• Strong verbal and written communication skills.

• Proven customer service and relationship management experience.

• Excellent organizational, time management, and multitasking abilities.

• Proficient in risk identification, mitigation planning, and issue resolution.

• Skilled in using project management and productivity software (e.g., Salesforce, SharePoint, Microsoft Office).

• Strong analytical, problem-solving, and decision-making