MSP Project Manager

Black Birch Group is seeking a highly organized and results-driven Project Manager to lead the operational execution of the Client Success team.

This role serves as the operational backbone of the department, ensuring that client-related activities, projects, follow-ups, and internal processes are properly organized, documented, tracked, and completed on time.

The ideal candidate combines strong project management, client success, IT services, and operational coordination experience with the ability to drive accountability, improve processes, and keep cross-functional teams aligned.

Coordinate the team responsible for building and maintaining trusted client relationships.

• Serve as a primary point of contact between the Client Success team and company leadership.
  
• Lead and manage Strategic Business Reviews (SBRs) for Client Success teams.
  
• Coordinate follow-ups and deliverables across Operations, Projects, and Sales.
  
• Monitor client health reporting and ensure potential risks are identified and escalated appropriately.
  
• Track client renewals and support service awareness across the team.
  
• Maintain accurate and up-to-date documentation within the CRM.
  
• Monitor project activities, deadlines, outstanding tasks, and client requests.
  
• Promote accountability and timely completion of team deliverables.
  
• Identify operational bottlenecks and opportunities for process improvement and standardization.
  

Qualifications

• Previous experience within the IT services industry.
  
• Experience managing Strategic Business Reviews (SBRs), customer reviews, or similar client-facing business reviews.
  
• Strong communication, organizational, and documentation skills.
  
• Strong project coordination and follow-up capabilities.
  
• Ability to self-manage and remain accountable in a remote work environment.
  
• Experience navigating challenging team dynamics and professional conversations.
  
• Hands-on experience using CRM platforms.
  
• Reporting and data analysis experience is preferred.
  
• Strong attention to detail with the ability to manage multiple priorities and deadlines.
  

Key Performance Indicators

Success in this position will be measured through:

• Timely completion of projects and effective support of Client Success teams in fulfilling client requests.
  
• Team productivity and operational performance.
  
• Quote turnaround time and follow-up effectiveness.
  
• Process standardization and operational efficiency.
  
• Accuracy of opportunity and inventory management.
  
• Internal stakeholder satisfaction.
  
• Client retention and support effectiveness.
  
• Reduction of missed tasks, delays, and operational bottlenecks.
  

What We're Looking For

We are looking for someone who brings structure to fast-moving environments. The right candidate is proactive, accountable, detail-oriented, client-focused, and comfortable coordinating multiple teams and priorities simultaneously.

This role is ideal for a professional who enjoys turning moving pieces into clear action plans, keeping teams accountable, and ensuring both internal stakeholders and clients receive consistent, reliable support.