Senior Technical Account Manager

Senior 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.

Job Overview

As a Senior 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

1. Develop strong relationships with key client contacts and identify clients who may be at risk.
2. Monitor client health via monthly internal reviews to ensure all clients are happy, profitable, and carrying minimal technology risks.
3. Complete recurring tactical check-in calls with clients to review their health and open issues.
4. 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.
5. 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.
6. Complete Strategic Assessments and 1-3 Year IT Budgets.
7. Regularly consult with your clients to provide them with solutions to meet their technology requirements and develop/present technical proposals working in tandem with our Solutions team.
8. Own the overall opportunity pipeline, ensuring that we meet our NRR forecast each quarter.
9. Address client questions with regards to ongoing invoicing.
10. Occasionally manage Projects for clients based on available capacity and client requirements.
11. Occasionally participate in discussions with Prospects as a resource to New Sales Team.
12. 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.

Work Schedule & 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 role is $100,000 to $120,000 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

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States. Learn more at (information available in English and Spanish).

The Interview Process

We aim to move fast. You'll receive scheduling emails from View email address on click.appcast.io through Greenhouse. Depending on the role, some steps may be adjusted or added - we'll let you know upfront!

1. Screening call with a member of our HR team (30 minutes) 2. Technical interview with the Hiring Manager (45 minutes) 3. Panel interview with the Hiring Manager and Department Director (60 minutes) 4. (If applicable) Executive interview

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 View email address on click.appcast.io once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.