|
Requisition Number: 100753 Client Services Manager II Location: You will have the flexibility to work fully remote. Salary: $100,000 USD Annually Insight at a Glance
- 14,000+ engaged teammates globally
- #20on Fortune's World'sBest Workplaces list
- $9.2 billion in revenue
- Received 35+ industry and partner awards in the past year
- $1.4M+ total charitable contributions in 2023 by Insight globally
Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions. About the role The XaaS Client Services Manager (XaaS CSM) represents the client engagement practice within Insight's Managed Services organization, with a specialized focus on XaaS (Anything as a Service) offerings. This role provides a high level of program management and governance over operational delivery, ensuring unified and effective client experience across all XaaS engagements. As CSM, you will:
- Lead delivery of XaaS service entitlements across assigned client portfolios.
- Govern and track client service health, including:
- Service delivery performance metrics
- Usage tracking and forecasting
- Billing governance and validation
- Incident response and resolution
- Renewal and expansion planning
- Ensure OEM-specific requirements and deliverables are met across all XaaS programs.
- Act as Program Manager, overseeing multiple workstreams
- Primary point of contact and client advocate for all XaaS clients, ensuring customer satisfaction and alignment with contractual expectations.
- Foster strong client relationships to drive long-term client retention and expansion of XaaS services.
- Engage upon SOW/CFA signature to drive smooth XaaS service onboarding.
- Oversee the installation and transition workstreams, including:
- Rack space, network connectivity, and cabling requirements
- Coordination of OEM, Insight PS, and MS implementation teams
- Client training on XaaS service portals and billing tools
- Lead Roll-Out Completion Meetings
Governance and Oversight
- Lead delivery of XaaS service entitlements across assigned client portfolios.
- Govern and track client service health, including:
- Service delivery performance metrics
- Usage tracking and forecasting
- Billing governance and validation
- Incident response and resolution
- Renewal and expansion planning
- Ensure OEM-specific requirements and deliverables are met across all XaaS programs.
- Act as Program Manager, overseeing multiple workstreams, including:
- OEM-specific service transitions
- Insight PS, MS, and OEM implementation teams
- Client stakeholders and executive sponsors
- Track and document evolving OEM XaaS program requirements to ensure continued compliance and process improvements.
Client Engagement & Relationship Management
- Primary point of contact and client advocate for all XaaS clients, ensuring customer satisfaction and alignment with contractual expectations.
- Foster strong client relationships to drive long-term client retention and expansion of XaaS services.
- Lead monthly client calls, including:
- Usage and consumption reviews
- Capacity and performance discussions
- Maintenance and incident response planning
- Billing validation and governance
- Ensure client understanding of XaaS service models, including:
- How to access and navigate OEM portals (e.g., Pure1, NetApp Keystone AIQ, HPE GreenLake and Dell portals)
- How to submit and track support tickets via ServiceNow
- Educate clients on service tier distinctions, ensuring awareness of Essentials vs. Advanced service levels, particularly around monitoring, patching, and proactive support.
Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career. What we're looking for
- Experience working with public sector clients and managing US-based support requirements.
- Background in customer journey mapping, Voice-of-Customer programs, and service-level governance.
- Experience supporting OEM partner programs and evolving XaaS business models.
- 7+ years of IT service delivery experience, with at least 3+ years in Managed Services program management.
- Deep expertise in XaaS models, including HPE GreenLake, Dell APEX, NetApp Keystone, Cisco+ Hybrid Cloud, and Pure Evergreen//One.
- Experience managing multiple, complex service workstreams within a Managed Services environment.
- Strong program management skills, with the ability to track multiple OEM-specific service requirements and changes.
- High-level understanding of IT infrastructure, cloud services, and OEM service portals (technical background preferred but not required).
- Excellent customer engagement and communication skills, with experience leading client meetings and escalations.
What you can expect We're legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:
- Freedom to work from another location-even an international destination-for up to 30 consecutive calendar days per year.
Join us today, your ambITious journey starts here. Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
At Insight, we celebrate diversity of skills and experience so even if you don't feel like your skills are a perfect match - we still want to hear from you! The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here. Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law. Posting Notes:Chandler||Arizona (US-AZ)||United States (US)||IT Infrastructure & Support|| None||Remote||
|
Insight
Apr 25, 2025