IT Partner Success Specialist

Job Title: Partner Success Specialist (PSS) / Technical Account Manager

Department: IT

Reports To: Director of IT Solutions

FLSA Status: Exempt (subject to position classification review)

Salary Range: $45,000.00 - $65,000.00 per year

Benefits: Benefit Eligible

Kelley Create is a dynamic and innovative business technology company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.

Summary:

The Partner Success Specialist (PSS) / Technical Account Manager is responsible for developing, maintaining, and strengthening strategic business relationships with Kelley Create's contracted managed IT customers, referred to as our Partners.

The PSS serves as a trusted technology advisor and primary relationship manager, working closely with business owners, executive leadership, and key decision-makers to align technology solutions with each Partner's business objectives.

This position focuses on delivering exceptional customer service, maintaining customer satisfaction and retention, identifying opportunities for technological improvements, and growing monthly recurring revenue (MRR) through strategic account management.

The PSS works collaboratively with the Virtual Chief Information Officer (vCIO), technical support teams, sales, and professional services to develop technological roadmaps, conduct strategic business reviews, manage customer escalations, and ensure the successful delivery of technology solutions.

Additionally, the PSS serves as the team quarterback within the assigned Customer Support Team, coordinating priorities, facilitating communication, and ensuring that customer needs are addressed efficiently and professionally.

Essential Duties and Responsibilities:

• Develop and maintain trusted professional relationships with assigned managed IT customers, business owners, executive leadership, and key decision-makers.
• Assist vCIO staff with scheduling, preparing, and conducting Strategic Business Reviews (SBRs) and Quarterly Business Reviews (QBRs).
• Demonstrate the value of Kelley Create's products and services through performance metrics, service reporting, and reviews of completed technology initiatives.
• Provide strategic technology advice and recommendations based on each customer's business objectives, operational requirements, and technology needs.
• Develop, maintain, and regularly update individualized technology roadmaps for assigned customers.
• Collaborate with customers to establish and maintain annual technology budgets.
• Identify and recommend technology projects that improve productivity, operational efficiency, security, and regulatory compliance.
• Educate customers on emerging technology trends, cybersecurity risks, industry developments, and technology solutions relevant to their business.
• Review customer business goals and identify opportunities to align technology investments with long-term objectives.
• Support and coordinate change management initiatives to help customers successfully adopt new technologies and processes.
• Coordinate customer training, including cybersecurity awareness, disaster recovery planning, risk assessments, and product education.
• Serve as an escalation point for customer service concerns and technical issues, ensuring timely communication and resolution.
• Monitor customer support tickets, quality assurance activities, and recurring service trends to identify opportunities for improvement.
• Maintain accurate customer records, technology roadmaps, strategic plans, and account documentation.
• Maintain and grow monthly recurring revenue (MRR) within assigned customer accounts.
• Identify and develop opportunities to expand the use of Kelley Create's managed IT products, services, and technology solutions.
• Recommend hardware, software, licensing, cybersecurity, and professional services solutions that align with customer business objectives.
• Promote product stack adoption to improve customer performance, reliability, security, and service delivery.
• Identify opportunities for upselling and cross-selling products and services that provide measurable business value.
• Prepare and coordinate customer proposals, quotes, and technology recommendations.
• Manage customer contract renewals, service expansions, and account growth opportunities.
• Collaborate with the sales team to support customer retention and revenue objectives.
• Coordinate with Net New Sales to ensure a smooth transition of newly acquired managed IT customers to their assigned Customer Support Team.
• Maintain accurate sales opportunities, account activities, and revenue forecasts within company systems.
• Meet established account retention, revenue growth, and sales performance objectives.
• Lead or facilitate daily team huddles to review customer needs, outstanding issues, and operational priorities.
• Communicate important customer updates, business developments, and technology initiatives to appropriate internal teams.
• Act as the primary liaison between customers, technical support personnel, service delivery teams, and management.
• Coordinate with department managers to address conflicting priorities, resource needs, and service challenges.
• Collaborate with the Professional Services and Project teams to develop Statements of Work (SOWs), project proposals, and implementation plans.
• Monitor open customer issues, project activities, and outstanding action items to ensure timely follow-up and resolution.
• Utilize company systems and established processes to generate reports, obtain quotes, prepare purchase agreements, and maintain customer documentation.
• Support internal teams by providing relevant information about customer business requirements, technology strategies, and service expectations.
• Promote accountability, teamwork, and consistent communication to deliver an exceptional customer experience.

Other Duties and Responsibilities of the Job

• Participate in customer meetings, strategic planning sessions, and technology discussions as appropriate.
• Support the onboarding and transition of new managed IT customers.
• Coordinate customer communications related to service changes, technology upgrades, and project implementations.
• Assist with identifying and resolving customer concerns before they become significant service issues.
• Stay informed about current technology trends, products, cybersecurity practices, and industry best practices.
• Participate in ongoing professional development, technical training, and certification opportunities.
• Collaborate with internal departments to improve customer service processes and operational efficiency.
• Represent Kelley Create professionally during customer visits, vendor meetings, training sessions, and industry events.
• Perform additional duties and responsibilities as assigned by management.

Competencies

To perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position.

• Customer Focus: Demonstrates a strong commitment to understanding customer needs, addressing concerns, and delivering exceptional service. Builds lasting customer relationships through responsiveness, accountability, and professionalism.
• Communication Skills: Communicates clearly and effectively with customers, executives, vendors, and internal team members. Translates complex technical information into understandable business recommendations.
• Strategic Thinking: Evaluates customer business objectives and identifies technology solutions that support long-term growth, operational efficiency, and organizational success.
• Problem-Solving Skills: Identifies customer challenges, evaluates available solutions, and makes sound decisions to resolve issues efficiently while balancing customer and company needs.
• Time Management: Effectively prioritizes multiple customer accounts, service issues, sales opportunities, and internal responsibilities while meeting established deadlines.
• Leadership and Teamwork: Demonstrates the ability to coordinate team activities, encourage collaboration, and maintain accountability for customer service outcomes.
• Sales and Business Development: Identifies revenue opportunities, communicates product and service value, and supports customer retention and account growth.
• Adaptability: Adjusts effectively to changing customer needs, emerging technologies, and evolving business priorities while maintaining a professional and solutions-oriented approach.
• Accountability: Takes ownership of assigned responsibilities, follows through on commitments, and consistently works toward achieving individual and team objectives.

Skills and Abilities

• Strong background in technical account management, managed IT services, or customer relationship management.
• Ability to establish and maintain professional relationships with business owners, executives, and technical personnel.
• Ability to achieve trusted advisor status with customers and key business decision-makers.
• Strong understanding of current IT technologies, infrastructure, hardware, software, networking, and cybersecurity solutions.
• Ability to translate technical concepts into practical business recommendations.
• Demonstrated ability to identify sales opportunities and support account growth.
• Strong customer service, interpersonal, and relationship-building skills.
• Excellent verbal and written communication skills.
• Ability to prepare and deliver professional presentations, technology recommendations, and business reviews.
• Strong organizational skills with the ability to manage multiple accounts, projects, and competing priorities.
• Ability to work independently with minimal supervision while contributing effectively within a team environment.
• Ability to make timely decisions that support customer satisfaction and company objectives.
• Experience coordinating technical teams and managing customer escalations.
• Ability to review technical reports, service metrics, and customer account performance.
• Familiarity with managed IT service delivery processes, ticketing systems, and customer relationship management software.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Ability to work occasional evenings or after-hours commitments based on customer and business needs.

Key Performance Indicators (KPIs)

• Customer satisfaction, retention, and direct customer feedback.
• Completion of scheduled Strategic Business Reviews and Quarterly Business Reviews.
• Accuracy and timely maintenance of customer technology roadmaps and budgets.
• Monthly recurring revenue (MRR) retention and growth.
• Achievement of assigned sales and account growth objectives.
• Customer adoption of recommended technology products and services.
• Timely resolution and appropriate escalation of customer service issues.
• Completion of customer onboarding and account transition requirements.
• Effectiveness of team coordination, communication, and follow-up.
• Compliance with Kelley Create's key behavioral standards and service expectations.

Experience Requirements

• Experience managing, engineering, or delivering technical support, hardware, software, and user support services within a business environment supporting 20 or more users.
• Previous experience in managed IT services, technical account management, IT consulting, or a related customer-facing technical role.
• Demonstrated experience communicating with executive leadership and nontechnical decision-makers regarding technology solutions and business needs.
• Experience developing and maintaining customer relationships, identifying business opportunities, and supporting customer retention.
• Experience coordinating technical resources, managing competing priorities, and resolving customer service concerns.
• Familiarity with IT infrastructure, networking, cybersecurity, cloud services, and business technology solutions.
• Previous experience supporting technology sales, contract renewals, or recurring revenue growth is preferred.

Education/Certification Requirements

• An associate's or bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field is preferred.
• Equivalent combinations of relevant education, professional training, and experience will be considered.
• One or more of the following industry certifications are preferred:
• CompTIA certifications, including A+, Network+, or Security+
• Microsoft Certified Professional (MCP) or current Microsoft role-based certifications
• Cisco or Meraki certifications
• Continued professional development and technical training are encouraged.
• Must possess reliable transportation and the ability to travel to customer locations as required.

Physical Requirements Essential to Perform the Duties of the Job

• Frequently communicates with co-workers, customers, and vendors in person, over the telephone, and through electronic communication systems.
• Frequently operates a computer and related office equipment to prepare reports, maintain customer records, and perform account management responsibilities.
• Frequently sits and/or stands for extended periods while performing administrative and customer-facing responsibilities.
• Frequently uses hands and fingers for typing, documentation, and operating computer equipment.
• Frequently views computer monitors and electronic documents to perform job responsibilities.
• Occasionally travels to customer locations, company offices, vendor meetings, and training events.
• Occasionally operates a motor vehicle when traveling to customer sites or business-related activities.
• Occasionally walks, bends, stoops, or reaches while performing work-related activities.
• Occasionally lifts or moves office supplies and technology equipment weighing up to 25 pounds.

While performing the duties of this job, the employee is regularly required to sit, stand, communicate, and use computer equipment for extended periods. The employee must be able to read and respond to documents in both electronic and hard-copy formats. The position may require travel to customer locations and occasional work outside standard business hours.

Competitive Benefits Package Includes

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending Account Options
• Supplemental Insurance
• 401(k) with Company Contribution
• Profit Sharing Upon Goal Attainment
• Paid Time Off
• Paid Holidays
• Ongoing Training and Professional Development Opportunities

Benefits are subject to applicable plan documents, eligibility requirements, and company policies.

Must have reliable transportation and successfully complete applicable pre-employment screening requirements.

Equal Opportunity Employer

Kelley Create is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law.