What are the responsibilities and job description for the Client Manager position at CTS?
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.
COMPENSATION
The salary range for this position is $80,000 to $110,000 annually.
BENEFITS
- Competitive compensation
- Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Employee Assistance Program (EAP)
- Retirement Plan (401(k)) with company match
- Commuter Benefits
- Short-Term Disability Insurance fully paid by the company
- Long-Term Disability Insurance fully paid by the company
- Life and AD&D Insurance, with optional Supplemental Life Insurance
- Paid Time Off, including Paid Parental Leave
- 10 Holidays
- 2 Floating Holidays
- Please note that the availability and specifics of benefits may vary depending on your country of residence.
THE HIRING PROCESS
We will try to make it as fast as possible! :-) We use Greenhouse to help us schedule the meetings so emails will come from jobs@charterts.com.
Once you are successfully approved on one step, you will be moved to the following one.
[*] Steps 4, 5 and 6 may not occur or be set up differently, depending on the position. We will let you know at the beginning of your process with us!
- Application review
- First interview with our team, in a 30 minutes phone call
- Interview with the Hiring Manager, from 30 to 45 minutes online video call
- [*] Case Study or a Technical Exercise to be presented to our team in a Panel Interview (with 2 or more of our team members), usually for 1 hour
- [*] Team Interview, a conversation with future colleagues, from 45 minutes to 1 hour
- [*] Executive Interview with one of our Leaders, from 30 to 45 minutes
- An offer is extended
- Welcome to CTS!! \o/
CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.
CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
Salary : $80,000 - $110,000
