Customer Success & Technology Liaison.
Customer Success & Technology Liaison.
Category:
IT - Other
Employement Type:
Full Time
Industry:
Salary:
$60,000.00 Annual
Date Published:
04-Jun-2025
Customer Success & Technology Liaison
Representing a Reputable MSP in the Greater Toronto Area
Hollingsgate is working with a highly respected Managed Service Provider (MSP) in the GTA that is looking to hire a Customer Success & Technology Liaison
to join their growing team. This hybrid role is a unique blend of client relationship management and hands-on technical coordination—ideal for someone who thrives in the field, enjoys working with people, and has a foundational understanding of IT systems.
Position Summary
As the Customer Success & Technology Liaison, you’ll be the trusted point of contact for assigned clients, responsible for maintaining strong, ongoing relationships. You'll regularly check in with customers—both remotely and in person—to ensure satisfaction, gather feedback, and help resolve or escalate issues. Your role bridges client success with technical operations, ensuring that the MSP’s service delivery continues to exceed expectations.
This isn’t a traditional help desk job—while you’ll need basic IT support skills (Tier 1–1.5), most of your focus will be on relationship-building, coordinating with internal teams, and supporting technology alignment efforts.
Key Responsibilities
Client Engagement & Retention
- Conduct regular check-in calls and in-person meetings with clients to gauge satisfaction, gather feedback, and address service concerns
- Build trust with end users and decision-makers through proactive communication and personalized support
- Track and monitor satisfaction metrics (CSAT, NPS, etc.) to identify early signs of churn and intervene where necessary
On-Site Presence (2–3 Days/Week)
- Visit client offices regularly to provide a friendly, visible presence and strengthen partnerships
- Assist with minor technical support needs on-site (e.g., workstation issues, printer/connectivity troubleshooting)
- Ensure clients know their concerns are heard and that they have a reliable point of contact
Technical Support & Escalation
- Provide Tier 1–1.5 level support during site visits for basic IT issues
- Properly document, triage, and escalate more complex issues to the appropriate technical teams
- Clearly communicate next steps and issue statuses to clients in non-technical language
Technology Alignment & Coordination
- Work closely with Remote Technical Alignment Managers and other internal stakeholders to gather data during site visits
- Help maintain accurate asset inventories and identify misalignments or recurring issues
- Support company-wide initiatives to standardize client environments
Cross-Functional Collaboration
- Act as the voice of the client within internal teams (Service Desk, Projects, Support)
- Collaborate to improve service delivery, reduce friction, and enhance the overall client experience
Qualifications
- Diploma, degree, or equivalent experience in Information Technology or a related field
- Hands-on IT support experience at a Tier 1 (Level 1–1.5) level
- Strong communication and interpersonal skills—able to build trust and explain technical info in plain English
- Detail-oriented and highly organized; able to track service trends and follow through on client needs
- Proactive mindset with a strong sense of ownership over the client experience
- Valid driver’s license and comfort with regular local travel (2–3 days/week to client sites)
Perks & Compensation
- Salary: $60,000/year
- Work Arrangement: Hybrid (remote + on-site visits)
- Travel Reimbursement: Mileage covered for all work-related travel
- Health & Dental Benefits: Full medical, dental, and vision coverage
- Paid Time Off: Vacation, holidays, and personal days
- Career Growth: Opportunities to move into TAM, Account Management, or vCIO roles
- Learning & Development: Access to certifications, training, and exposure to a broad range of technologies
- Supportive Team Environment: Work with passionate IT professionals in a collaborative, people-first culture
If you’re someone who loves building relationships, understands IT fundamentals, and enjoys being out in the field—this could be your next great move.
To apply or learn more, reach out to Walter at Hollingsgate.