Blue Mantis

Manage customer relationships, drive operational excellence, and improve customer satisfaction metrics. | Minimum 3 years experience with Managed Service Providers and Customer Success roles, BI report experience, and process improvement skills. | IT Customer Success Manager - Remote US Only Department: Blue Mantis Employment Type: Full Time Location: Remote Compensation: $70,000 - $82,000 / year Description The Customer Success Manager (CSM) plays a pivotal role in delivering exceptional Customer Experience for Blue Mantis customers, especially for our Managed Services offerings. The CSM helps ensure a smooth end-to-end journey of Blue Mantis services, that fosters high degrees of partnership and advocacy. The CSM champions outcome-focused relationships, promotes operational maturity across Blue Mantis and its service partners, and leverages the full breadth of the company’s capabilities to meet evolving customer needs. This position involves operational engagement with clients, driving creative problem-solving, collaboration and is a dynamic, highly influential role that is valued by both customers and Blue Mantis. The CSM is responsible for driving high levels of Net Promoter Score (NPS) and maximizing Net Retention among customers. These metrics will help support the future growth of the customers with Blue Mantis. The CSM is also responsible for prioritization, escalation management and the resolution of contract and operational issues for their assigned customers. This role requires a calm, clear-headed approach, and demonstrates a high-level of emotional intelligence while interacting with Customers and internal stakeholders. Key Responsibilities Prioritizes Customer Service and Experience above all other duties. Collaborate effectively with subject matter experts to drive efficiency and standardization. Schedules and manages Customer Success meetings with the assigned customers and stakeholders, ensuring accurate KPI and other reports are reviewed. Serves as liaison between Sales, Solution Architects, and Technical Support teams for a seamless customer experience. Handles escalations from customers, team members, and partners regarding delivery and quality issues. Engages customers to understand emerging and evolving requirements, and coordinates solutions with stakeholders for new or expanded services. Prepares KPI and status reports, offering recommendations to improve IT Operations and Managed Cloud environments. Utilizes experience and leadership skills to motivate teammates to deliver high quality results in a fast-paced work environment. Maintains relevant knowledge of Cloud, Security, and Digital trends. Reviews business processes and works with support and operations teams to identify process improvement opportunities. Skills, Knowledge & Expertise Qualifications Required Minimum three years of prior experience with Managed Service Providers Minimum three years of prior experience with Customer Success Management or Service Delivery Management roles, or equivalent. Portal Experience with Business Intelligence reports (preferably Microsoft Power BI and ServiceNow) Experience working with Clients on business solutions during steady state and during escalated issues. Previous experience optimizing workflows and implementing process improvement. Superior business problem-solving skills and judgement Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers. Ability to prioritize and manage competing demands. BS Degree in Business or a Technology related field preferred. Work Environment: Occasional travel (approximately 25%) Remote position; some office visits required. No physical requirements Job Benefits Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.

Manage customer relationships, drive operational excellence, and coordinate solutions to ensure high customer satisfaction and retention. | Minimum three years of experience with Managed Service Providers and Customer Success roles, with BI report experience and process improvement skills. | IT Customer Success Manager - Canada Only Department: Blue Mantis Employment Type: Full Time Location: Remote Compensation: $100,000 - $114,000 / year Description The Customer Success Manager (CSM) plays a pivotal role in delivering exceptional Customer Experience for Blue Mantis customers, especially for our Managed Services offerings. The CSM helps ensure a smooth end-to-end journey of Blue Mantis services, that fosters high degrees of partnership and advocacy. The CSM champions outcome-focused relationships, promotes operational maturity across Blue Mantis and its service partners, and leverages the full breadth of the company’s capabilities to meet evolving customer needs. This position involves operational engagement with clients, driving creative problem-solving, collaboration and is a dynamic, highly influential role that is valued by both customers and Blue Mantis. The CSM is responsible for driving high levels of Net Promoter Score (NPS) and maximizing Net Retention among customers. These metrics will help support the future growth of the customers with Blue Mantis. The CSM is also responsible for prioritization, escalation management and the resolution of contract and operational issues for their assigned customers. This role requires a calm, clear-headed approach, and demonstrates a high-level of emotional intelligence while interacting with Customers and internal stakeholders. Key Responsibilities Prioritizes Customer Service and Experience above all other duties. Collaborate effectively with subject matter experts to drive efficiency and standardization. Schedules and manages Customer Success meetings with the assigned customers and stakeholders, ensuring accurate KPI and other reports are reviewed. Serves as liaison between Sales, Solution Architects, and Technical Support teams for a seamless customer experience. Handles escalations from customers, team members, and partners regarding delivery and quality issues. Engages customers to understand emerging and evolving requirements, and coordinates solutions with stakeholders for new or expanded services. Prepares KPI and status reports, offering recommendations to improve IT Operations and Managed Cloud environments. Utilizes experience and leadership skills to motivate teammates to deliver high quality results in a fast-paced work environment. Maintains relevant knowledge of Cloud, Security, and Digital trends. Reviews business processes and works with support and operations teams to identify process improvement opportunities. Skills, Knowledge & Expertise Qualifications Required Minimum three years of prior experience with Managed Service Providers Minimum three years of prior experience with Customer Success Management or Service Delivery Management roles, or equivalent. Portal Experience with Business Intelligence reports (preferably Microsoft Power BI and ServiceNow) Experience working with Clients on business solutions during steady state and during escalated issues. Previous experience optimizing workflows and implementing process improvement. Superior business problem-solving skills and judgement Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers. Ability to prioritize and manage competing demands. BS Degree in Business or a Technology related field preferred. Work Environment: Occasional travel (approximately 25%) Remote position; some office visits required. No physical requirements Job Benefits Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.

Lead client success management to drive high client satisfaction and retention, manage escalations, optimize workflows, and collaborate with internal teams to deliver operational excellence. | Requires 5+ years in MSP/CSP and client success leadership, strong BI reporting skills, experience with cloud/security, and ability to manage client relationships and operational issues. | Description The Director of Client Success Management ensures an excellent experience for Clients of Blue Mantis Services offerings (with an initial focus on our Managed Services clients.) This leader understands that Clients have choice and that a smooth end-to-end journey with Blue Mantis leads to high degrees of partnership and advocacy. The Client Success Manager role provides proactive and embedded operational engagement with our clients, delivers creative problem solving and problem prevention, advocates for strong Client outcome-focused relationships, drives operational maturity within Blue Mantis and delivery teams, and engages the full capabilities of the Blue Mantis portfolio to address Client needs as they emerge and evolve. This is a dynamic and highly influential role, valued by Clients and Blue Mantis. The Director of Client Success Management is responsible for driving high levels of Net Promoter Score (NPS) and Net Retention of long-term contract-based Clients. NPS targets will match top-tier provider results, and Net Retention will ensure that Blue Mantis contract-based Clients grow with us in a programmatic and intentional way. The Director of Client Success Management is responsible for prioritization, escalation management, contract and operational issue resolution, as well as coaching and guiding direct reports. This leader is calm, clear-headed, and demonstrates a high-level of emotional intelligence while interacting with Clients and internal stakeholders. Key Responsibilities Essential responsibilities of the role, but are not limited to: • Client Service and Client Experience excellence above any other responsibility. • Partners heavily with peer group delivery leadership on service optimization and client needs • Builds systems and teams of scale for a growing organization • Builds a strong working knowledge of Blue Mantis service offerings models for delivery • Maintains relevant working knowledge of Cloud, Security, and Digital trends. • Engages with subject matter experts in a credible and helpful way, driving efficiencies, improvements, and standardization where possible. • Establishes and manages Client Success Management meeting cadence with assigned Clients and stakeholders, ensuring accurate and meaningful KPI reports are reviewed and understood. • Acts as a liaison among sales, Solution Architects, technical support teams to ensure a cohesive experience for our Clients. • Is an escalation point for Clients, Blue Mantis team members, and partners with respect to delivery issues and overall quality. • Engages with Clients to understand emerging and evolving requirements and then coordinates with appropriate Blue Mantis stakeholders and subject matter experts to propose solutions related to new or expanded service requests. • Generates relevant KPI and status reports and provides recommendations on how Clients can optimize their IT Operations and Managed Cloud environments. • Uses experience and leadership skills to motivate teammates to deliver high quality results in a fast-paced work environment • Creates, updates and maintains training documentation and knowledgebase articles to increase first level resolution of his or her team. • Analyzes business processes and collaborates with sales, technical support and operations to identify opportunities to streamline processes Skills, Knowledge & Expertise • Minimum five years’ prior experience with MSP and / or CSP. • Minimum 5 years of prior experience with Client Success Management in a leadership role, or equivalent. • Power user of Business Intelligence reports (preferably Microsoft PowerBI and ServiceNow) • Experience working with Clients on business solutions during steady state and during escalated issues • Previous experience optimizing workflows and implementing process improvement • Superior technical and business problem-solving skills and judgement • Demonstrated teaming skills working collaboratively with peer leaders across the company • Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and Clients at all technical levels • Ability to prioritize and manage competing demands • AWS, Azure, and Security certifications or accreditations preferred • BS Degree in Business or a Technology related field preferred Notable Working Conditions/Environment • Occasional travel (approximately <25%) • Office-based position; remote possible • No physical requirements Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners. About Blue Mantis Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm, Abry Partners.

The Senior Network Engineer will be responsible for managing, troubleshooting, and optimizing network technologies to ensure reliability, security, and performance. This includes incident response, proactive maintenance, and collaboration with cross-functional teams. | Candidates should have a minimum of 7-10 years of experience in network engineering, particularly in enterprise-scale environments. Technical expertise in various network technologies and certifications such as CCNP or PCNSE are preferred. | Senior Network Engineer - Toronto Canada Department: Blue Mantis Employment Type: Full Time Location: Remote Description At Blue Mantis, we specialize in designing, implementing, and managing secure, high-performance digital operating environments for leading companies nationwide. With deep expertise in security and cloud technologies, we deliver end-to-end infrastructure solutions that empower businesses to achieve their objectives and excel in the digitally driven economy. We are seeking a highly skilled and experienced Senior Network Engineer to join our dynamic team in supporting our customers. The ideal candidate will be part of a team responsible for supporting a large, complex customer environment. This role requires expertise in managing, troubleshooting, and optimizing a range of network technologies, including Cisco and Nexus switches, Meraki, Palo Alto, and Check Point firewalls, physical and virtual F5 load balancers, and Cisco SANs. The Senior Network Engineer will play a critical role in ensuring network reliability, security, and performance while contributing to documentation and process improvement initiatives. If you thrive under pressure and excel at managing complex technical challenges, this is your opportunity to make an impact. Key Responsibilities Incident Response and Troubleshooting: Quickly assess and resolve network-related incidents, ensuring minimal disruption to operations. Conduct root cause analysis (RCA) and implement preventive measures to avoid recurrence. Proactive Network Maintenance: Perform firmware updates, patches, and upgrades across all network devices. Monitor network health and performance, identifying and addressing potential issues proactively. Documentation and Process Improvement: Create and maintain detailed documentation, including Standard Operating Procedures (SOPs) and technical diagrams. Develop runbooks to streamline troubleshooting and resolution processes. Communication and Collaboration: Provide timely updates and clear communication to stakeholders during incidents and maintenance activities. Collaborate with cross-functional teams to ensure seamless integration of network services. On-Call Support: Participate in an on-call rotation to provide 24/7 network support when needed. Skills, Knowledge & Expertise Technical Skills: Switching and Routing: Expertise in Cisco and Nexus switches, with a solid understanding of VLANs, trunking, spanning tree, and Layer 3 routing protocols (BGP, OSPF, EIGRP). Firewalls: Hands-on experience with Palo Alto and Check Point firewalls, including policy configuration, troubleshooting, high availability and optimization. Wireless and Cloud Networking: Experience with Meraki networks and cloud-based management. Load Balancing: Proficiency with physical and virtual F5 load balancers, including configuration and troubleshooting. Monitoring and Automation: Familiarity with network monitoring tools (SolarWinds) and automation techniques using scripting (Python, Ansible, or similar). Soft Skills: Exceptional analytical and problem-solving abilities. Strong verbal and written communication skills to provide clear updates and create comprehensive documentation. Ability to work independently and as part of a team in a fast-paced, high-pressure environment. Experience: Minimum 7–10 years of experience in network engineering roles, with a focus on enterprise-scale environments. Proven track record in incident management, RCA, and delivering network solutions under tight deadlines. Experience with firmware updates, patch management, and hardware lifecycle management. Certifications (Preferred): Cisco Certified Network Professional (CCNP) or higher. Palo Alto Networks Certified Network Security Engineer (PCNSE). Check Point Certified Security Expert (CCSE). F5 Certified Administrator or similar. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time we have no interest in onboarding any new staffing partners.