Technical Manager Jobs in Waltham, MA

Company Overview
SG Computers is a dynamic IT service provider specializing in cloud solutions and Microsoft technologies. As a trusted partner, we excel in Office 365 implementations, Compliance as a Service, delivering tailored IT services to our clients, empowering their digital transformation journey.

What You’ll Do

We’re hiring a Technical Customer Success Manager (CSM) to own client relationships and ensure customers successfully adopt and gain value from our services.

This is a client-facing MSP role that blends account management, technical understanding, and service delivery oversight.

This is a hands-on MSP client success role — candidates must be comfortable working directly with technical teams, tickets, and service delivery.

This is not a SaaS-only Customer Success role.

Key Responsibilities

• Own a portfolio of MSP clients and serve as the primary point of contact
• Drive customer satisfaction, retention, and renewals
• Translate technical services (Microsoft 365, Azure, security) into clear business value
• Coordinate with Service Desk, VCIO and Projects teams to ensure delivery excellence
• Monitor ticket trends, escalations, and SLA performance
• Identify risks, gaps, and improvement opportunities across client environments
• Support onboarding and ongoing adoption of SG standards and best practices
• Identify and support expansion opportunities (cybersecurity, cloud, compliance initiatives)

What You NeedRequired Experience

• 3–7+ years in one or more of the following:
• Customer Success Manager (CSM)
• Technical Account Manager (TAM)
• MSP Account Manager / Client Success role
• Experience working in a Managed Service Provider (MSP) environment is required

Technical Knowledge

• Microsoft 365 (Exchange, Teams, SharePoint)
• Azure / Entra ID
• Endpoint management (Intune)
• IT infrastructure fundamentals (networking, identity, endpoints)
• Security basics (MFA, backups, endpoint protection)

Core Skills

• Strong communication — able to translate technical topics into business terms
• High ownership mindset — accountable for client outcomes
• Organized and detail-oriented (tickets, CRM, documentation)
• Ability to manage multiple clients and priorities simultaneously

Nice to Have

• Experience with CMMC / NIST / regulated environments
• ITIL or Microsoft certifications
• Prior MSP technical background (Service Desk, Systems, or TAM experience)

Pay: $70,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Paid time off
• Vision insurance

Work Location: In person