{"id":3790696,"url":"https://alion.io/job/kelley-create-it-partner-success-specialist","title":"IT Partner Success Specialist","company":{"id":2296839,"name":"Kelley Create","domain":"kelleycreate.com","url":"https://alion.io/company/kelleycreate","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"A","score":88,"open_postings":22,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Medford, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":45000,"max":65000,"currency":"USD","period":"year","gross":null,"usd_annual":65000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-11-05T06:11:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-14T19:50:10Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":8},"description":"Job Title: Partner Success Specialist (PSS) / Technical Account Manager\nDepartment: IT\nReports To: Director of IT Solutions \nFLSA Status: Exempt (subject to position classification review)\nSalary Range: $45,000.00 - $65,000.00 per year\nBenefits: Benefit Eligible\nKelley 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.\nSummary:\nThe 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.\nThe 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.\nThis 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.\nThe 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.\nAdditionally, 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.\nEssential Duties and Responsibilities:\nDevelop and maintain trusted professional relationships with assigned managed IT customers, business owners, executive leadership, and key decision-makers.\nAssist vCIO staff with scheduling, preparing, and conducting Strategic Business Reviews (SBRs) and Quarterly Business Reviews (QBRs).\nDemonstrate the value of Kelley Create's products and services through performance metrics, service reporting, and reviews of completed technology initiatives.\nProvide strategic technology advice and recommendations based on each customer's business objectives, operational requirements, and technology needs.\nDevelop, maintain, and regularly update individualized technology roadmaps for assigned customers.\nCollaborate with customers to establish and maintain annual technology budgets.\nIdentify and recommend technology projects that improve productivity, operational efficiency, security, and regulatory compliance.\nEducate customers on emerging technology trends, cybersecurity risks, industry developments, and technology solutions relevant to their business.\nReview customer business goals and identify opportunities to align technology investments with long-term objectives.\nSupport and coordinate change management initiatives to help customers successfully adopt new technologies and processes.\nCoordinate customer training, including cybersecurity awareness, disaster recovery planning, risk assessments, and product education.\nServe as an escalation point for customer service concerns and technical issues, ensuring timely communication and resolution.\nMonitor customer support tickets, quality assurance activities, and recurring service trends to identify opportunities for improvement.\nMaintain accurate customer records, technology roadmaps, strategic plans, and account documentation.\nMaintain and grow monthly recurring revenue (MRR) within assigned customer accounts.\nIdentify and develop opportunities to expand the use of Kelley Create's managed IT products, services, and technology solutions.\nRecommend hardware, software, licensing, cybersecurity, and professional services solutions that align with customer business objectives.\nPromote product stack adoption to improve customer performance, reliability, security, and service delivery.\nIdentify opportunities for upselling and cross-selling products and services that provide measurable business value.\nPrepare and coordinate customer proposals, quotes, and technology recommendations.\nManage customer contract renewals, service expansions, and account growth opportunities.\nCollaborate with the sales team to support customer retention and revenue objectives.\nCoordinate with Net New Sales to ensure a smooth transition of newly acquired managed IT customers to their assigned Customer Support Team.\nMaintain accurate sales opportunities, account activities, and revenue forecasts within company systems.\nMeet established account retention, revenue growth, and sales performance objectives.\nLead or facilitate daily team huddles to review customer needs, outstanding issues, and operational priorities.\nCommunicate important customer updates, business developments, and technology initiatives to appropriate internal teams.\nAct as the primary liaison between customers, technical support personnel, service delivery teams, and management.\nCoordinate with department managers to address conflicting priorities, resource needs, and service challenges.\nCollaborate with the Professional Services and Project teams to develop Statements of Work (SOWs), project proposals, and implementation plans.\nMonitor open customer issues, project activities, and outstanding action items to ensure timely follow-up and resolution.\nUtilize company systems and established processes to generate reports, obtain quotes, prepare purchase agreements, and maintain customer documentation.\nSupport internal teams by providing relevant information about customer business requirements, technology strategies, and service expectations.\nPromote accountability, teamwork, and consistent communication to deliver an exceptional customer experience.\nOther Duties and Responsibilities of the Job\nParticipate in customer meetings, strategic planning sessions, and technology discussions as appropriate.\nSupport the onboarding and transition of new managed IT customers.\nCoordinate customer communications related to service changes, technology upgrades, and project implementations.\nAssist with identifying and resolving customer concerns before they become significant service issues.\nStay informed about current technology trends, products, cybersecurity practices, and industry best practices.\nParticipate in ongoing professional development, technical training, and certification opportunities.\nCollaborate with internal departments to improve customer service processes and operational efficiency.\nRepresent Kelley Create professionally during customer visits, vendor meetings, training sessions, and industry events.\nPerform additional duties and responsibilities as assigned by management.\nCompetencies\nTo perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position.\nCustomer Focus: Demonstrates a strong commitment to understanding customer needs, addressing concerns, and delivering exceptional service. Builds lasting customer relationships through responsiveness, accountability, and professionalism.\nCommunication Skills: Communicates clearly and effectively with customers, executives, vendors, and internal team members. Translates complex technical information into understandable business recommendations.\nStrategic Thinking: Evaluates customer business objectives and identifies technology solutions that support long-term growth, operational efficiency, and organizational success.\nProblem-Solving Skills: Identifies customer challenges, evaluates available solutions, and makes sound decisions to resolve issues efficiently while balancing customer and company needs.\nTime Management: Effectively prioritizes multiple customer accounts, service issues, sales opportunities, and internal responsibilities while meeting established deadlines.\nLeadership and Teamwork: Demonstrates the ability to coordinate team activities, encourage collaboration, and maintain accountability for customer service outcomes.\nSales and Business Development: Identifies revenue opportunities, communicates product and service value, and supports customer retention and account growth.\nAdaptability: Adjusts effectively to changing customer needs, emerging technologies, and evolving business priorities while maintaining a professional and solutions-oriented approach.\nAccountability: Takes ownership of assigned responsibilities, follows through on commitments, and consistently works toward achieving individual and team objectives.\nSkills and Abilities\nStrong background in technical account management, managed IT services, or customer relationship management.\nAbility to establish and maintain professional relationships with business owners, executives, and technical personnel.\nAbility to achieve trusted advisor status with customers and key business decision-makers.\nStrong understanding of current IT technologies, infrastructure, hardware, software, networking, and cybersecurity solutions.\nAbility to translate technical concepts into practical business recommendations.\nDemonstrated ability to identify sales opportunities and support account growth.\nStrong customer service, interpersonal, and relationship-building skills.\nExcellent verbal and written communication skills.\nAbility to prepare and deliver professional presentations, technology recommendations, and business reviews.\nStrong organizational skills with the ability to manage multiple accounts, projects, and competing priorities.\nAbility to work independently with minimal supervision while contributing effectively within a team environment.\nAbility to make timely decisions that support customer satisfaction and company objectives.\nExperience coordinating technical teams and managing customer escalations.\nAbility to review technical reports, service metrics, and customer account performance.\nFamiliarity with managed IT service delivery processes, ticketing systems, and customer relationship management software.\nProficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.\nAbility to work occasional evenings or after-hours commitments based on customer and business needs.\n Key Performance Indicators (KPIs)\nCustomer satisfaction, retention, and direct customer feedback.\nCompletion of scheduled Strategic Business Reviews and Quarterly Business Reviews.\nAccuracy and timely maintenance of customer technology roadmaps and budgets.\nMonthly recurring revenue (MRR) retention and growth.\nAchievement of assigned sales and account growth objectives.\nCustomer adoption of recommended technology products and services.\nTimely resolution and appropriate escalation of customer service issues.\nCompletion of customer onboarding and account transition requirements.\nEffectiveness of team coordination, communication, and follow-up.\nCompliance with Kelley Create's key behavioral standards and service expectations.\nExperience Requirements\nExperience managing, engineering, or delivering technical support, hardware, software, and user support services within a business environment supporting 20 or more users.\nPrevious experience in managed IT services, technical account management, IT consulting, or a related customer-facing technical role.\nDemonstrated experience communicating with executive leadership and nontechnical decision-makers regarding technology solutions and business needs.\nExperience developing and maintaining customer relationships, identifying business opportunities, and supporting customer retention.\nExperience coordinating technical resources, managing competing priorities, and resolving customer service concerns.\nFamiliarity with IT infrastructure, networking, cybersecurity, cloud services, and business technology solutions.\nPrevious experience...","description_format":"text","description_chars":15126,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Health insurance","Life insurance","Professional 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