Client Technology Manager

Position Overview

The Client Technology Manager is responsible for building strong, long-term relationships with our clients and ensuring they receive an exceptional level of service from our team.

This position serves as the primary relationship owner and advocate for assigned clients. The Client Technology Manager works to understand each client’s business, technology environment, priorities, and concerns while coordinating internally to make sure those needs are being addressed.

This is not a traditional sales position. While identifying opportunities to improve a client’s technology environment is part of the role, the primary objective is client success, satisfaction, retention, and technology alignment.

The ideal candidate is personable, highly organized, customer-service focused, and technically knowledgeable enough to confidently discuss business technology with clients without needing to be the engineer responsible for implementing it.

Key ResponsibilitiesClient Relationship Management

• Serve as the primary relationship contact for assigned clients.
• Develop strong relationships with client leadership, decision-makers, and key users.
• Regularly communicate with clients to understand their needs, priorities, concerns, and upcoming business changes.
• Ensure clients feel informed, supported, and confident in the services being provided.
• Proactively identify areas of dissatisfaction or concern before they become larger issues.
• Advocate internally on behalf of clients and ensure commitments are followed through.
• Serve as an escalation point for client concerns before escalation to company ownership or executive leadership.

Client Success & Service Quality

• Monitor the overall health and satisfaction of assigned client accounts.
• Work closely with service delivery, engineering, help desk, and project teams to ensure client expectations are being met.
• Follow up on significant service issues, recurring problems, or client concerns.
• Help coordinate resolution when a client's experience does not meet expectations.
• Review service trends and identify recurring issues that may require process, technology, or communication improvements.
• Maintain visibility into open projects, major tickets, technology initiatives, and other items important to each client.

Technology Alignment & Planning

• Develop an understanding of each client's technology environment, business objectives, and operational challenges.
• Help clients understand technology recommendations in practical business terms.
• Participate in regular technology reviews, business reviews, and planning meetings.
• Identify aging equipment, cybersecurity risks, licensing needs, infrastructure concerns, and other technology gaps.
• Work with technical staff to develop recommendations and technology roadmaps.
• Help clients plan and budget for future technology investments.
• Coordinate internally to ensure recommended initiatives move from discussion through proposal and implementation.

Account Growth

• Identify opportunities where additional products, services, projects, or technology improvements would benefit the client.
• Work with internal technical and sales resources to develop appropriate solutions and proposals.
• Maintain a consultative approach focused on solving client problems rather than simply selling additional services.
• Assist with contract renewals, service expansions, and changes to client agreements.
• Help ensure account growth is driven by strong relationships and genuine client needs.

Client Meetings & Business Reviews

• Conduct regular client check-ins and scheduled business reviews.
• Prepare meeting agendas, technology updates, recommendations, and follow-up items.
• Document client priorities, concerns, opportunities, and commitments.
• Assign and track internal follow-up items to ensure commitments made during meetings are completed.
• Communicate technology initiatives in clear, non-technical language when appropriate.

Qualifications

• 3+ years of experience in account management, customer success, IT services, managed services, technology consulting, or a related field preferred.
• Experience working for a Managed Service Provider (MSP) or IT services organization is strongly preferred.
• Strong customer service and relationship-building skills.
• Comfortable communicating with executives, business owners, managers, and technical employees.
• General understanding of business technology, including areas such as:
• Microsoft 365
• Cloud services
• Cybersecurity
• Networking
• Endpoint management
• Hardware lifecycle planning
• Backup and disaster recovery
• IT projects and infrastructure
• Ability to understand technical concepts and translate them into business-focused conversations.
• Strong organizational and follow-through skills.
• Ability to manage multiple clients, priorities, meetings, and action items simultaneously.
• Strong written and verbal communication skills.
• Comfortable addressing difficult conversations and resolving client concerns.
• Ability to work collaboratively with technical teams while remaining an advocate for the client.

What Success Looks Like

A successful Client Technology Manager develops relationships where clients view them as a trusted advisor and advocate rather than simply an account representative.

Success in this role includes:

• Clients are happy with the service they receive.
• Client concerns are identified and resolved early.
• Client retention remains strong.
• Clients understand their technology environment and future technology needs.
• Technology recommendations align with client business objectives.
• Business reviews result in clear and actionable technology plans.
• Internal teams understand client priorities and expectations.
• Projects and technology initiatives receive appropriate follow-up.
• Ownership and executive leadership are involved only when an issue truly requires executive escalation.
• Account growth occurs naturally as client needs are identified and addressed.

Compensation

The salary for this position is commenserate with the current market and accounting for experience, technical knowledge, account-management background, and familiarity with the Managed Service Provider industry.

Additional performance-based compensation may be available based on client retention, client satisfaction, account health, technology planning, and appropriate growth within assigned accounts.

Ideal Candidate

The ideal candidate sits comfortably between the business and technical sides of IT.

They do not need to be the engineer configuring a firewall or troubleshooting a server, but they should understand technology well enough to recognize client needs, ask intelligent questions, communicate effectively with technical staff, and confidently guide conversations with clients.

Most importantly, this person should genuinely enjoy taking care of clients. They should be someone who notices when something is falling through the cracks, takes ownership of getting it resolved, and builds relationships that make clients feel like they have someone inside our organization looking out for them.

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person