About The Role
This is an opportunity to join a fast-growing Managed Services Provider. The Solution Outcome Manager serves as the strategic business partner and primary relationship owner for an assigned portfolio of managed services customers. The Solution Outcome Manager is responsible for ensuring customers achieve measurable business outcomes through the effective adoption and utilization of managed IT solutions.
This role is accountable for customer satisfaction, retention, recurring revenue growth, and account profitability. The Solution Outcome Manager works closely with Service Delivery, Operations, Sales, and Executive Leadership to align technology solutions with customer business objectives while ensuring services are delivered efficiently, profitably, and at a high level of quality.
The ideal candidate combines business acumen, financial awareness, relationship management, and technology consulting expertise to drive long-term customer success and mutual business value.
Must be based in the United States.
Key Responsibilities
- Customer Relationship Management
- Build and maintain strong relationships with executive stakeholders, business leaders, and IT decision-makers.
- Serve as the primary strategic point of contact for assigned customer accounts.
- Develop trusted advisor relationships through a deep understanding of each customer's business goals, challenges, and technology priorities.
- Conduct regular operations meetings, Quarterly Business Reviews (QBRs), and Annual Strategic Planning Reviews.
- Ensure customers understand and realize the full value of their managed services investment.
- Customer Success & Retention
- Monitor customer health, engagement, and satisfaction metrics.
- Identify and proactively mitigate risks that could impact customer satisfaction or retention.
- Manage escalations and coordinate cross-functional teams to ensure timely resolution of customer concerns.
- Maintain high customer retention and contract renewal rates.
- Develop and execute customer success plans aligned with business objectives and desired outcomes.
- Customer Profitability & Financial Performance
- Monitor the financial health and profitability of assigned customer accounts.
- Identify accounts operating outside target profitability thresholds and develop improvement plans.
- Partner with Service Delivery and Operations teams to address scope creep, excessive support consumption, and service inefficiencies.
- Recommend contract adjustments, service realignment, automation initiatives, and technology improvements that improve both customer outcomes and account profitability.
- Participate in pricing reviews, service packaging discussions, and contract renewals.
- Revenue Growth & Account Expansion
- Identify opportunities for additional managed services, professional services, and technology solutions.
- Collaborate with Account Executives and Sales teams to support upsell, cross-sell, and renewal opportunities.
- Support business case development and solution recommendations.
- Strategic Technology Planning
- Collaborate with customers to create and maintain technology roadmaps.
- Provide guidance on cybersecurity, cloud strategy, infrastructure modernization, compliance, business continuity, and digital transformation initiatives.
- Identify opportunities to improve operational efficiency, reduce business risk, and support growth objectives.
- Deliver business-focused recommendations based on industry trends, emerging technologies, and best practices.
- Facilitate strategic planning discussions that connect technology investments to measurable business outcomes.
- Customer Advocacy
- Act as the voice of the customer across the organization.
- Partner closely with: Managed Service Delivery, Professional Services, Sales and Account Management, Executive Leadership
- Drive alignment between customer expectations and service delivery capabilities.
- Foster long-term partnerships that strengthen customer loyalty and advocacy.
- Complete ongoing security awareness training and comply with company policies to the requirements section
- Identify and escalate security risks to the appropriate Executive Leadership Team member and actively contribute to remediation efforts
- Other duties as assigned
Required Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, Business, or a related field. Master's degree preferred.
- Experience:
- 8+ years of experience in Customer Success, Service Delivery, Account Management, Managed Services, or related customer-facing leadership roles.
- Prior hands-on technical experience in one or more of the following:
- Enterprise networking
- Cybersecurity
- Enterprise storage (SAN, NAS, software-defined storage)
- Virtualization (VMware, Nutanix, Hyper-V)
- Hyperconverged infrastructure (VxRail, Nutanix, PowerFlex)
- Database administration (Oracle, MS SQL, Postgres)
- Proven track record of driving customer retention, account growth, and profitability.
- Experience conducting executive business reviews, strategic planning sessions, and technology roadmap discussions.
- Strong analytical, financial, and business problem-solving skills.
- Excellent verbal, written, presentation, and interpersonal communication skills.
- Ability to manage multiple customer relationships and priorities simultaneously.
- Strong understanding of managed services delivery models, SLAs, recurring revenue businesses, and customer lifecycle management.
- Experience leading executive-level customer engagements and strategic business reviews.
- Demonstrated success driving customer retention, growth, customer satisfaction, and account profitability.
- Preferred Experience:
- 10+ years of experience in customer success, account management, managed services, or technology consulting.
- Experience managing a portfolio of customers with responsibility for recurring revenue, renewals, and account profitability.
- Familiarity with PSA and CRM platforms such as ConnectWise, Autotask, ServiceNow, Salesforce, HubSpot, or similar systems.
- Knowledge of ITIL service management principles.
- Experience supporting mid-market and enterprise customers.
- Deep understanding of Managed Services operational, financial, and customer success best practices, including KPI development, service delivery governance, customer health scoring, gross margin management, recurring revenue optimization, SLA performance, customer retention strategies, and continuous service improvement methodologies.
- Industry certifications such as ITIL, Microsoft, Cisco, CompTIA, Customer Success certifications, or related credentials.
- ITIL, AWS, Azure, Cisco, Microsoft, or other relevant certifications.
Some of Our Benefits
- Unlimited Paid Time Off (PTO)
- Incentive compensation plans for all employees
- Company-funded 401k contributions
- Zero-cost employer-covered health insurance
- Annual BYOD (Bring Your Own Device) reimbursement up to $500
- Paid Parental Leave
- Transparent, candid culture with 1:1 coaching, performance reviews, and a consistent feedback loop
- Quirky, diverse, respectful, high-performing coworkers you’ll want to achieve greatness with!
Pursuant to Pay Transparency Laws, the base salary range for this position is $110,000- $130,000, plus opportunities for profit-sharing bonus and/or commission. Compensation may vary by geography.
Myriad360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
