Description About Sourcepass Since Sourcepass was founded in 2020, we’ve been transforming how businesses experience IT. As a national managed service provider (MSP), we deliver far more than tech support. We help companies align their technology with their business goals, reduce risk, and unlock new levels of efficiency. Whether it’s a fast-growing startup or an established enterprise, Sourcepass provides the expertise, scalability, and human touch to help our clients thrive in a digital-first world. Sourcepass is owned and operated by technology, security, and managed services experts who are passionate about delivering an IT experience that clients love.
POSITION SUMMARY
The Client Success Manager is responsible for driving long-term client satisfaction, retention, and strategic partnership growth for Sourcepass’s key customer accounts. This role serves as the primary advocate and relationship owner for assigned clients by coordinating service delivery, onboarding initiatives, escalations, and strategic technology discussions, resulting in exceptional client experiences, strong operational alignment, and increased customer loyalty.
RESPONSIBILITIES
- Build and maintain trusted relationships with key client stakeholders to ensure a high level of customer satisfaction and long-term partnership success.
- Serve as the primary client advocate and strategic point of contact for assigned accounts, coordinating internal resources to address client needs, concerns, and opportunities.
- Lead onboarding activities for new clients, including coordination of communication, training, expectations, documentation, and transition management to ensure a seamless client experience.
- Drive proactive client engagement initiatives including quarterly business reviews (QBRs), tactical review meetings, satisfaction surveys, and strategic planning discussions.
- Manage and coordinate client escalations across multiple internal departments to ensure timely resolution and effective communication throughout the process.
- Support account growth and retention by identifying opportunities for additional services, technology improvements, and strategic recommendations aligned to client goals.
- Assist clients with vendor relationship coordination, including Microsoft-related services, licensing discussions, and third-party technology providers.
- Collaborate with Engineering, Service Delivery, Operations, and Sales teams to develop client solutions, project scopes, and service recommendations.
- Support opportunity management activities by coordinating quotes, proposals, renewals, and open opportunities with client stakeholders and internal teams.
- Monitor overall client health and proactively identify risks, concerns, or indicators of at-risk accounts for leadership awareness and action.
- Maintain accurate account documentation, CRM records, client communications, and reporting related to account activity and engagement.
SUCCESS METRICS / EXPERIENCE?
- High levels of customer satisfaction, retention, and engagement across assigned strategic accounts.
- Successful onboarding experiences for new clients with clear communication, strong coordination, and smooth operational transitions.
- Timely and effective resolution of client concerns, escalations, and service-related issues.
- Consistent execution of proactive client engagement activities including QBRs, strategic reviews, and account planning discussions. 5-7 strategic outlined meetings with key customer per month.
- Strong collaboration with internal departments resulting in positive client outcomes and operational efficiency.
- Identification and progression of account growth opportunities and strategic recommendations.
- Accurate and organized maintenance of records, client documentation, and account reporting.
- Positive feedback from clients and internal stakeholders regarding professionalism, responsiveness, and relationship management capabilities.
Requirements
MINIMUM QUALIFICATIONS
- Bachelor’s degree in Business, Information Technology, Communications, or equivalent professional experience.
- 3+ years of experience in client success, account management, customer service, or a client-facing technology support role.
- Strong relationship management, communication, and customer service skills.
- Experience coordinating cross-functional teams and managing multiple client priorities in a fast-paced environment.
- Familiarity with Microsoft 365 products and cloud-based collaboration technologies.
- Strong organizational, presentation, and written communication abilities.
- Ability to analyze client needs, identify solutions, and coordinate appropriate internal resources.
- Strong problem-solving skills with the ability to manage escalations and high-priority client concerns professionally.
- Proficiency with CRM or PSA platforms, Microsoft Office Suite, and collaboration tools.
PREFERRED QUALIFICATIONS
Nice-to-have skills or experience that would strengthen performance
- Experience within Managed Services, IT Services, or technology consulting environments.
- Professional certifications such as:
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals
- Microsoft Certified: Azure Fundamentals
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Experience leading client onboarding initiatives or customer transition processes.
- Familiarity with Microsoft licensing, cloud solutions, cybersecurity discussions, or managed IT service delivery models.
- Experience participating in executive-level client reviews, account planning, or strategic business discussions.
- Experience using PSA, CRM, or ticketing platforms such as Halo, ConnectWise, Salesforce, HubSpot, or similar systems.
CORE COMPETENCIES (Applies to All Roles)
- Strong communication skills (written and verbal)
- Ability to collaborate across teams and functions
- Ownership mindset and accountability for outcomes
- Strong problem-solving and critical thinking skills
- Ability to manage priorities in a fast-paced environment
- Adaptability and willingness to learn
- Attention to detail and quality
OPERATIONAL REQUIREMENTS
- Up to 15–25% travel may be required for client meetings, onsite visits, or company events.
- Occasional work outside standard business hours may be required to support client needs or escalations.
- Ability to work effectively in hybrid, remote, and client-facing environments.
- Prolonged periods of sitting and computer-based work.
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- Sourcepass participates in the E-Verify program. As required by federal law, employees must complete an Employment Eligibility Verification (Form I-9) upon hire. Through the E-Verify program, Sourcepass will verify the identity and employment eligibility of all individuals hired to work in the United States. Sourcepass is also proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. We can’t wait to see what unique perspectives you’ll bring to our team! #ZR
