About Us:
AlphaKOR was founded in 1995 and specializes in simplifying information technology to help our customers succeed. We combine these technologies into a managed service to provide our customers with the equivalent of a Fortune 500 IT Department to help drive, accelerate, protect, and future proof their businesses. Our guiding philosophies dictate a balance between creating the ultimate experiences for our customers, our teammates and ourselves. As a multi-award-winning company, we have a proven track record of success through merging the worlds of people, processes, and technology.
Position Overview
We are seeking an experienced and client-focused Client Success Manager to serve as the trusted advisor and primary operational point of contact for a portfolio of managed services clients. This role combines relationship management, strategic technology planning, service delivery oversight, and cybersecurity guidance to help clients maximize the value of their technology investments.
The ideal candidate has a strong background in managed IT services, account management, or technology consulting and is passionate about building long-term client partnerships while aligning technology initiatives with business goals.
Key Responsibilities
Client Relationship Management
- Serve as the primary operational contact for assigned client accounts.
- Develop and maintain strong relationships with key stakeholders, executives, and decision-makers.
- Gain a deep understanding of client business objectives, operational priorities, and challenges.
- Ensure clients remain informed, supported, and confident in the services provided.
- Manage client expectations regarding service delivery, project timelines, and scope.
Strategic Technology Planning
- Develop and maintain technology roadmaps aligned with client business objectives.
- Assist clients with IT budgeting, lifecycle management, and long-term technology planning.
- Identify opportunities for infrastructure modernization, operational improvements, and cybersecurity enhancements.
- Provide strategic technology recommendations that support growth, efficiency, and risk reduction.
- Act as a trusted advisor on technology investments and digital transformation initiatives.
Service Delivery Management
- Monitor service requests, projects, and ongoing support activities for assigned accounts.
- Ensure consistent service delivery and adherence to service level agreements (SLAs).
- Identify recurring issues, operational risks, and opportunities for service improvement.
- Collaborate with technical teams to drive successful client outcomes.
- Proactively manage escalations and client concerns to maintain high levels of satisfaction.
Cybersecurity & Risk Management
- Support cybersecurity planning, risk mitigation, and security maturity initiatives.
- Understand and assist clients with compliance requirements, including PIPEDA, HIPAA, and industry best practices.
- Promote cybersecurity awareness and client education programs.
- Support disaster recovery, business continuity, and operational resilience planning.
- Help clients identify and address technology and security risks before they become business issues.
Communication & Cross-Functional Collaboration
- Translate complex technical concepts into clear, business-focused recommendations.
- Coordinate with Technical Services, Operations, Sales, and Leadership teams to ensure alignment.
- Maintain visibility into client priorities, commitments, and deliverables.
- Participate in client business reviews, strategic planning sessions, and operational meetings.
- Maintain accurate documentation, action plans, and account records.
Qualifications
Required
- 4–7+ years of experience in client success, account management, technology consulting, managed services, or a related field.
- Strong understanding of IT infrastructure, managed services, cloud technologies, and cybersecurity fundamentals.
- Experience working directly with executive leadership and business stakeholders.
- Exceptional communication, presentation, and relationship management skills.
- Ability to balance strategic planning with day-to-day operational execution.
- Strong analytical, organizational, and problem-solving abilities.
- High level of professionalism, accountability, and attention to detail.
Preferred
- Experience working within a Managed Service Provider (MSP) environment.
- Knowledge of cybersecurity frameworks, compliance requirements, and risk management practices.
- Experience developing technology roadmaps and IT budget recommendations.
If you are interested in capitalizing on this exciting opportunity with one of Southwestern Ontario's leading technology companies, please submit your resume for consideration.
AlphaKOR Group welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.
