Client Manager

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries.  Learn more about us at https://www.charterts.com

JOB OVERVIEW

As a Client Manager, you are the primary advocate and trusted advisor for a set of clients within CTS. Clients will often contact you to purchase new technology equipment, to escalate a service request, or to discuss a new technology initiative within their organization. Sometimes they’ll just be looking to you as an expert to answer a question they have about IT.

You’re responsible for keeping the pulse of your clients and bringing in the right resources from within CTS to get your clients the answers they need. Above all, you are managing the relationship with each of your clients and are working to ensure their experience with CTS is an excellent one.

RESPONSIBILITIES

• Develop strong relationships with key client contacts and identify clients who may be at risk.
• Monitor client health via monthly internal reviews to ensure all clients are happy, profitable, and carrying minimal technology risks.
• Complete recurring tactical check-in calls with clients to review their health and open issues.
• Complete recurring and one-off training events (such as Lunch & Learns) with clients on core technologies such as Microsoft 365, Google Workspace, and Smart Boards.
• Advocate for clients by answering questions and ensuring issues are escalated properly across all departments in CTS. This includes ownership of the Potential At Risk Client (PARC) Process.
• Work with assigned Strategic Advisor to develop Strategic Assessments and 1-3 Year IT Budgets.
• Regularly consult with your clients to provide them with solutions to meet their technology requirements and develop and present technical proposals.
• Own the overall opportunity pipeline, ensuring that we meet our NRR forecast each quarter.
• Address client questions with regards to ongoing invoicing.
• Occasionally manage Projects for clients based on available capacity and client requirements.
• Occasionally participate in discussions with Prospects as a resource to New Sales Team.
• Work with client contacts to develop referrals for new business.

QUALIFICATIONS | SKILLS

• 6+ Years of work experience, ideally within a technology services business.
• RECOMMENDED: Relevant experience in an IT role such as IT Support, Engineering, or as a Technical Account Manager at a Managed Services Provider.
• Understanding of core network infrastructure concepts, such as switches, wireless, firewall, and WAN connectivity.
• Experience administering, implementing, or consulting with clients regarding Google Workspace and Microsoft 365, as well as other cloud services.
• Project Management Certifications (CAPM, PMP) are a plus!
• Strong written and oral communication skills.
• Ability to occasionally manage multiple projects with competing deadlines and associated teams.
• Ability to handle multiple tasks with a clear sense of ownership and priority.
• Strong Microsoft Office or Google Apps skills, especially Excel / Sheets.
• Self-motivated, able to move and adapt to rapidly changing priorities & client needs.

HOURS AND LOCATION

The hours for this position are typically 9 AM to 5:30 PM EST, with some occasional after-hours work required based on client requests. This position is hybrid based out of Brooklyn, NY. Local travel throughout NYC (5 boroughs) and occasional regional travel is expected. It is acceptable to work from home when not at client locations, with the expectation of working in our Brooklyn office at least 1 day per week.