IT CUSTOMER vCIO - SARATOGA SPRINGS (HYBRID)

IT CUSTOMER vCIO – SARATOGA SPRINGS (HYBRID)

We are seeking a strategic, technically grounded advisor to serve as our IT Customer vCIO , acting as the virtual chief information officer for our managed services clients. This role blends account management with technology consulting, balancing forward-looking work, such as helping clients plan and execute their technology strategy, with hands-on attention to the issues that need immediate care, such as high-profile support requests and customer satisfaction concerns. The best fit is someone with real-world technical experience, a sharp sense for business and strategy, and the communication skills to make technology make sense to any audience. This position is hybrid, based in Saratoga Springs, NY.

RESPONSIBILITIES:

• Own the relationship with your assigned accounts, working with everyday contacts as well as business owners, executives, and decision makers.
• Help bring new managed services customers on board.
• Take ownership of elevated service escalations and any customer satisfaction issues, and see them through to resolution.
• Lead the regular business review process for managed clients.
• Know the company's technology standards and solutions well, and work with engineering to draft proposals for out-of-scope project work.
• Take in client purchasing requests, help build simple bills of materials, bring in engineering for the more complex ones, and work with procurement to make sure hardware and licensing quotes are accurate.
• Deliver quotes and proposals to customers and own the whole sales cycle that follows.
• Create, maintain, and present business-focused IT strategy plans and roadmaps, explaining in plain language how technology and configuration choices affect a client's operations, business, and risk.
• Show clients how to get the most value from their managed services.
• Keep clients informed about industry trends and new service offerings.
• Help clients plan and manage technology budgets, both quarterly and annually.
• Maintain a high-level but thorough understanding of each client's business, key performance metrics, operations, contacts, technology partners, and applications.
• Help onboard, train, and mentor technology alignment resources on company systems and processes.
• Support audit escalations.
• Oversee alignment activities on your accounts to make sure the process is happening completely, on schedule, and to company standards, without taking on direct management of those team members.
• Encourage clients to take part in customer feedback efforts, including referrals, serving as a reference, and participating in case studies.
• Train the support center on client-specific operations and IT processes where it makes sense.
• Join client project calls as needed.
• Help clients with invoice questions.

REQUIRED QUALIFICATIONS:

• A bachelor's degree in information technology, or equivalent experience in the field.
• 10 or more years in an IT role involving hands-on technical work, including consultative experience.
• Proven ability to consult with customers and help them make decisions.
• Strong customer service and relationship management skills.
• Ability to defuse, mediate, and resolve customer satisfaction issues.
• A clear understanding of current and emerging technology trends.
• Strong ability to connect technologies and configurations in a customer's environment to their impact on the business.
• Strong time and stress management skills, with the ability to juggle many client requests and deliverables of varying priority.

Location:  Saratoga Springs, NY (hybrid), in the office 3 to 4 days per week.

Travel:  Regular travel to customer sites for quarterly business review strategy meetings.

Status:  Full-time, 40 hours per week, with additional hours as customer and department needs require.

Salary:  100K to 125K.

Fusco Personnel takes great pride in successfully matching talent and culture for our valued clients.  We accomplish this through the hard work and expertise of our exemplary specialty recruiters and staff.

Whether you are contemplating your next career move, or you are seeking the key players to bring your business to the next level – consider contacting our experts.

Fusco Personnel is a NYS Certified Women Business Enterprise (WBE) and an Affirmative Action/Equal Opportunity, Race/Gender/Veterans/Disability Employer