Harbor IT

Account Executive

• New Logo Acquisition: Drive outbound sales activity to generate, qualify, and close net-new customers within defined territory.
• Pipeline Development: Build and maintain a healthy sales pipeline through cold calling, email campaigns, social selling, networking, events, and partner channels.
• Full Sales Cycle Ownership: Lead discovery, solution positioning, proposal development, negotiation, and contract execution.
• Executive Engagement: Cultivate relationships with multiple decision-makers including C-suite leaders and technical stakeholders.
• Cross-Functional Collaboration: Partner with Solution Architects, Technical Leads, and Pre-Sales teams to build differentiated, outcome-driven solutions.
• CRM & Forecasting: Maintain accurate pipeline data, activity tracking, and forecasts using CRM and sales enablement tools.
• Business Development: Represent Harbor IT at industry events and foster relationships with strategic partners, carriers, and vendors to enhance market presence.
• Territory Brand Leadership: Build a personal and corporate brand within your market as the trusted advisor for managed services and cybersecurity.
• Quota Performance: Consistently meet or exceed new business revenue targets and activity KPIs.
• Market Intelligence: Monitor competitive landscape, customer needs, and industry trends to refine strategies and uncover opportunities.
• Proposal Creation: Develop compelling presentations, business cases, and SOWs with high clarity and minimal oversight.
• High-Performance Culture: Engage and thrive in a high-performance sales culture, consistently demonstrating competitiveness, resilience, and accountability.

Account Executive – Net New Logo Sales

Manager

• Own the client service experience: Manage the relationship and service quality for an assigned group of clients.
• Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives.
• Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily.
• Support onboarding of new clients by coordinating service handover from projects to operational support.
• Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations.
• Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements.
• Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction.
• Manage client communications during major incidents, planned maintenance, and other impactful events.
• Directly manage POD tech support staff: own scheduling, workload distribution, capacity planning, and day-to-day performance.
• Conduct regular 1:1s, performance reviews, and accountability conversations.
• Have authority to escalate performance issues up to and including termination recommendations.
• Build and maintain service delivery SOPs, escalation playbooks, ticket handling standards, and onboarding documentation for the POD.
• Own PSA hygiene for the POD: enforce ticket quality standards (notes, categorization, resolution documentation), time entry accuracy and timeliness, and correct work type classification.
• Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments.
• Provide feedback and ideas to improve MSP service offerings and delivery methods.
• Own the financial inputs of POD service delivery: drive tech support staff utilization rates, enforce 95%+ time entry accuracy, manage agreement utilization, identify out-of-scope billing opportunities, and ensure contract compliance.
• Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them.

Service Delivery Manager

Data Engineer

• Architect and productionize a scalable data warehouse or lakehouse environment that serves as the company’s definitive system of record.
• Lead the end-to-end integration of primary source systems, including CRM, financial, HR, and marketing data, into a unified platform.
• Define and gain cross-functional alignment on standardized business metrics such as ARR, CAC, churn, and headcount costs.
• Automate 90% or more of recurring executive and departmental reporting to replace manual processes with real-time, self-service dashboards.
• Establish and enforce rigorous data governance standards, including 99% pipeline reliability, comprehensive documentation, and strict access controls.
• Partner with leadership across Finance, Marketing, and Operations to translate ambiguous business questions into actionable data products and insights.
• Develop a long-term strategic roadmap for the data function, including future hiring plans and the sequencing of specialized engineering and analyst roles.
• Drive the adoption of the data platform as the primary engine for recurring business reviews and high-stakes organizational decisions.

Senior Director – Data Platform, Analytics

Customer Success Manager

• Deliver exceptionally responsive service by ensuring customer inquiries and comments receive a response within 8 hours.
• Drive swift issue resolution by ensuring customer tickets are fully resolved within a 16-hour timeframe.
• Maintain a high standard of customer excellence, consistently achieving a satisfaction rating of 90% or higher on post-interaction surveys.
• Proactively identify and generate monthly expansion opportunities to support account growth and increased solution adoption.
• Contribute to organizational knowledge and process predictability by producing or updating at least one high-quality process document or training resource each month.
• Cultivate customer advocacy and social proof by securing three or more positive customer reviews per quarter.
• Execute routine account hygiene and administrative tasks with high precision to ensure seamless internal operations and data integrity.
• Serve as a reliable partner for large and complex accounts, providing the authoritative guidance and subject mastery needed to navigate their specific requirements.

Customer Success Coordinator

• Own and drive customer retention and revenue growth by achieving annual and quarterly gross and net retention targets
• Build and sustain a high-performing department through effective recruiting, onboarding, and performance management
• Develop and deliver strategic plans to enhance the overall customer experience, including the creation of a robust feedback loop for Product and Operations teams
• Conduct consistent coaching and professional development, including weekly one-on-one meetings and the facilitation of individual growth plans for all direct reports
• Ensure process predictability and operational excellence by equipping staff with clear policies, procedures, and training resources
• Drive continuous innovation by leveraging technology tools and enablement materials to improve employee efficiency and reduce operational waste
• Lead team alignment and communication through daily huddles and weekly meetings held to established organizational standards
• Execute rigorous performance appraisals and quarterly goal-setting that align individual outcomes with the departmental mission

Manager, Customer Success

• Maintain a gross retention rate of 90% or higher for assigned accounts
• Identify and address at-risk customers through proactive engagement and personalized strategies
• Conduct regular check-ins and business reviews to assess satisfaction and ensure alignment with customer goals
• Achieve a strong net retention rate by identifying opportunities for upselling and cross-selling
• Collaborate closely with the Account Management team to execute revenue growth initiatives
• Maintain strong CSAT score by delivering exceptional support and strategic guidance
• Handle escalations with expert-level problem-solving and retention strategies

Account Manager

• Own and manage a diverse partner portfolio
• Establish and maintain a robust referral pipeline
• Drive partner activation through playbooks and training assets
• Cultivate high levels of partner satisfaction and engagement
• Collaborate with internal teams for seamless reporting and invoicing
• Identify and capitalize on new referral opportunities
• Monitor and analyze partner performance trends
• Lead professional presentations and enablement training sessions

Channel Account Manager

• Generate 1,300,000 in annual recurring revenue (ARR) through a disciplined and scientific approach to the sales process.
• Execute a high-volume sales strategy by generating deals and maintaining pipeline coverage
• Conduct urgent outreach and qualification of target contacts, including cold prospects and current clients, to build a robust opportunity funnel.
• Lead prospective clients through a comprehensive buying journey, including discovery, customized pitches, and win-win contract negotiations.
• Ensure elite levels of responsiveness by completing a minimum of six contact attempts for every assigned lead within defined follow-up windows.
• Maintain meticulous CRM records, ensuring all deal details, influencer associations, and qualification notes are accurate and up to date.
• Provide high-accuracy ARR forecasting every two weeks, consistently targeting a precision rate above 90 percent.
• Act as a market intelligence hub by gathering and reporting feedback on changing industry requirements to the product and partnerships teams.

Operations

• Drive the overarching program strategy for large scale network deployment and core production environment initiatives.
• Maintain program frameworks, schedules, communication cadences, and governance structures.
• Facilitate alignment across engineering, construction, operations, and client teams.
• Guide planning and execution for network, wireless, cybersecurity, and special systems deployments on major construction programs.
• Monitor program wide progress and proactively surface risks, blockers, and deviations from plan.
• Prepare program dashboards, status reports, executive briefings, and communications.

Delivery Operations Manager

Financial Planning and Analysis

• Own end-to-end annual budgeting and monthly forecasting, ensuring accuracy and executive-ready outputs.
• Build and maintain scalable, driver-based models across revenue, margin, headcount, and cash flow.
• Produce board- and sponsor-ready reporting with consistent KPIs, clear narratives, and zero material errors.
• Establish and maintain a trusted SaaS/ARR reporting framework, including NRR, cohort analysis, CAC/LTV, and unit economics.
• Evaluate and implement scalable FP&A planning platforms to streamline workflows and shorten planning cycles.
• Deliver scenario planning and sensitivity analyses to support pricing, GTM investments, headcount, and capital allocation.
• Lead M&A diligence and integration modeling, including quality of earnings and transaction readiness.
• Build and develop FP&A talent to scale the function while maintaining high performance and retention.

Director of FP&A

Controller

• Own the full accounting and financial reporting function
• Lead the migration from QuickBooks to NetSuite
• Build and scale accounting infrastructure
• Establish and maintain month-end and quarter-end close processes
• Drive technical accounting for complex revenue recognition matters
• Serve as the finance lead for sale process readiness
• Partner with external auditors
• Develop and mentor a high-performing accounting team

IT Support

• Serve as a Tier 2 escalation for Help Desk I technicians, resolving advanced hardware, software, and network issues.
• Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations.
• Troubleshoot Windows 10/11 OS issues, user profile corruption, printer/network connectivity, and MFA-related problems.
• Manage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able.
• Document technical processes and knowledge base articles for internal use.
• Collaborate with infrastructure and project teams to assist with deployments and server upgrades.
• Perform proactive system monitoring and maintenance to ensure uptime and performance.
• Communicate technical solutions clearly to clients and team members.

Help Desk II

Software Engineer

• Drive roadmap delivery predictability by ensuring quarterly commitments are met through disciplined planning and execution.
• Maintain world-class service reliability for owned systems, targeting 99.95% uptime and proactive incident management.
• Foster operational excellence by establishing rigorous postmortem processes and continuously improving the mean time to restore services.
• Oversee engineering quality and throughput by implementing standards that minimize defect escape rates and optimize deployment frequency.
• Build and sustain a high-density talent environment, through active coaching and effective hiring.
• Manage the engineering budget and resources with precision, ensuring headcount plans and infrastructure spend align with organizational goals.
• Establish a robust code review and documentation ecosystem that ensures high standards, architectural clarity, and rapid knowledge sharing.
• Cultivate deep cross-functional partnerships with Product, Operations, and Finance to align priorities and resolve complex trade-offs.

Director of Engineering

Customer Support

• Provide excellent Customer Support by addressing inquiries and concerns promptly, completely, and effectively.
• Provide consistently accurate and complete information.
• Speak warmly and empathetically to clients while maintaining realistic expectations.
• Navigate client conflict by addressing it head-on in a professional, pleasant manner.
• Convey a desire to collaborate and find a mutual solution.
• Articulate solutions confidently, politely, and empathetically.
• Consistently alerts clients to Service Gaps to recommend additional products and services during the course of conversation.
• “Tees up” conversations for Account Management about complex offerings.
• Speak with conviction about our services and persuade clients to retain services that will benefit their organization.