Solution Outcome Manager (Remote)

About this role

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 .