Client Success Architect

JiLaSoan Technologies is a trusted technology partner dedicated to helping organizations meet their business objectives through the right technology solutions. The company is known for being quick, responsive, and capable of addressing a wide range of technology needs, from infrastructure to software and integrations. JiLaSoan Technologies focuses on aligning technology strategy with organizational goals to drive efficiency and growth. Team members collaborate closely with clients to design and implement solutions that are practical, scalable, and results-oriented. Role Description Summary:

As a Client Success Architect (CSA), you will serve as an advanced technical and client facing resource responsible for resolving more complex support issues, implementing technical solutions, and providing deeper expertise across client environments. Building on Client Success Technician (CST) responsibilities, you will independently analyze, diagnose, and remediate escalated issues across servers, networks, cloud platforms, and security systems. You will also lead network implementations and infrastructure migrations from planning through cutover, delivering a superior client experience through professionalism, accuracy, and efficiency.

You take a proactive role in identifying systemic issues, recommending improvements, assisting with project implementation, and mentoring CSTs. You serve as the primary point of contact for our clients to create and own their technology strategy and support roadmap.

• Serve as the escalation point for Client Success Technicians, owning and resolving complex technical issues across workstations, servers, networks, cloud environments, and security systems.
• Troubleshoot advanced issues involving Active Directory, Azure AD, Microsoft 365, VPN, VoIP, firewalls, switches, and backup systems.
• Diagnose and resolve recurring or systemic technical problems, document root causes, and implement preventive solutions.
• Handle escalated remote access, authentication, and connectivity issues.
• Advocate process improvements and tools that increase team efficiency and quality.

· Primary point of contact with retainer clients to map out technology strategy and support roadmap. Develop deep understanding of client environments, including infrastructure, integrations, workflows, and long-term technology goals.

· Assess current environment and needs based on the onboarding checklist. Create a path to success with necessary timeline and support infrastructure. Own and manage timeline, projects and SOPs for your assigned clients.

· Clearly identify and communicate deliverables required from the client and vendors to achieve. Organize meetings with the appropriate parties to ensure alignment. 

· Plan and execute maintenance windows, patching, upgrades, and migrations.

· Proactively monitor and maintain client systems, addressing alerts and performance concerns before they impact operations. Communicate key account metrics in quarterly business reviews to clients (e.g. savings from recommendations, security incidents avoided, cases resolved by type, etc.)

· Support cybersecurity initiatives including MFA rollout, policy enforcement, security configurations, and endpoint management.

· Manage activities for the client within the agreed upon financial framework (e.g. retainer hours or quote). Actual costs upon completion would be +/- 5% of the original or revised SOW agreed with the client in writing.

· Key metrics include 60% billable time , < 5% reopened cases and CSat >4.0/5.0.

• Lead project-based work including server deployments, network upgrades, workstation rollouts, Office 365 migrations, and hardware refreshes.
• Design and implement client network infrastructure, including firewalls, switching, wireless, VLAN segmentation, site-to-site VPN, and SD-WAN.
• Plan and execute network migrations and cutovers (e.g. firewall and switch replacements, ISP transitions, IP re-addressing, office relocations) with documented rollback plans and minimal client downtime.
• Lead server and cloud migrations, including on-premises to Azure, file servers to SharePoint/OneDrive, and Microsoft 365 tenant-to-tenant moves.
• Prepare quotes and proposals for project work that accurately reflect the cost, assumptions and ROI scenarios with a clear recommendation for the client
• Install, configure, and troubleshoot advanced systems including Windows Server roles, virtualization platforms, and backup solutions.
• Assist with client onboarding by implementing technical components, setting up accounts and systems, and ensuring a smooth transition.

• Manage assigned work through completion; ensure SLAs are consistently met.
• Provide clear, consistent communication to clients throughout the lifecycle.
• Help maintain SOPs, documentation, diagrams, and client environment records.
• Enter detailed time entries and documentation for every service case handled.

• 2-year Technical Degree or bachelor’s degree in information systems, Computer Science, or related technical field or appropriate industry certifications.
• 5+ years of IT support experience , preferably within MSP or technical services organization.
• 3+ years of hands-on network implementation and migration experience , including planning, executing, and validating cutovers in production environments.
• Systems administrator experience preferred , including day-to-day management of Windows Server, Active Directory, virtualization, and patching in production environments.
• Demonstrated progression from Client Success Technicians responsibilities to more advanced technical problem-solving.

• Strong knowledge and hands-on experience with:
• Active Directory administration (users, groups, GPOs)
• Azure AD / Entra ID and Microsoft 365 administration
• Server OS: Windows Server 2012–2019+
• Desktop OS: Windows 11, macOS
• Network fundamentals, including switching, VLANs, firewalls, and VPN
• Remote access and authentication troubleshooting
• Support for laptops, desktops, printers, mobile devices, and conferencing
• Networking implementation and migration expertise, including:
• Firewall deployment and configuration (e.g. Fortinet, SonicWall, Meraki, Palo Alto)
• Switching and routing: VLANs, trunking, inter-VLAN routing, and static/dynamic routing
• Wireless network design, site surveys, and cloud-managed Wi-Fi
• Site-to-site and client VPN, SD-WAN, and multi-site connectivity
• Core network services: DNS, DHCP, IP addressing/subnetting, and NAT
• Migration planning and cutover execution, including pre/post validation testing and rollback plans
• Network documentation: topology diagrams, IP schemes, and configuration backups
• Experience with:
• VoIP systems and QoS concepts
• Backup solutions and endpoint management tools
• Virtualization platforms (Hyper-V, VMware)
• Basic scripting (PowerShell preferred) is a plus

• Manage multiple priorities and own each problem through resolution.
• Ability to solve and analyze complex problems in methodical manner.
• Professional verbal and written communication skills.
• Proven ability to de-escalate tense situations calmly and professionally
• Fosters culture of open communication where feedback is welcomed, actionable, and delivered with respect. Posture of servant leadership that reflects “we” over “me”.
• Commitment to excellent client experiences.
• Work independently, prioritize tasks, and contribute to a collaborative team environment.
• Mentor Level 1 staff and guide them in technical growth.

• Reliable transportation for onsite client visits.
• Ability to work from the Raleigh, NC office.
• Availability for occasional after-hours work or maintenance or urgent client issue