Position Summary

The Client Technology Manager (CTM) position is a high impact hands-on leadership role, responsible for delivering our IT managed services to a portfolio of client accounts with the support of a dedicated technical team. The successful CTM will manage customer relationships, expectations, and liaise to internal communities and stakeholders to ensure customer success. In this dynamic customer-facing, process- oriented role, you will participate in safeguarding our revenue, retaining our clients, growing our accounts, and spearheading projects to modernize client infrastructure.

In this role, you may be dedicated to one of our flagship clients or support multiple clients.

Position Responsibilities

• Oversee technology services for a portfolio of ECI clients.

• Maintain strong client relationship, serve as trusted strategic advisor leveraging scheduled, ad-hoc, and C-Level strategic meetings.

• Develop and maintain a deep functional knowledge of customer’s goals, technical challenges, business objectives, critical infrastructure, and proactively mitigate risk within the environment.

• Provide client-based feedback to ECI management on new needs not currently addressed within the ECI Platform with a focus on continuous improvements and enhancements.

• Assist with client facing budget forecasting, financial cost analysis reports and documentation.

• Engage with client compliance team members to provide security recommendations which cover both business and regulatory needs.

• Enable clients using latest technology trends surrounding Information Security and Cloud Services (IaaS/SaaS)

• Drive customer satisfaction through support case evaluation, task management and recurring client engagement.

• Collaborate cross-functionally to ensure successful delivery of project implementations, migrations, and upgrades, which include mail system migrations, cloud site migrations, new office constructions and new technology deployments.

• Hands-on support of client configurations as they pertain to in-house proprietary standards and best practices.

• Participate in vendor due-diligence exercises, security reviews, data integrity & availability services.

• Manage a team of Field Service Engineers and Senior Systems Engineers in supporting the client portfolios and their distributed workforce.

• Be accountable for client technical escalations and subsequent resolutions. Serve as a main point of contact and act as an escalation point to engineers.

• Other duties as assigned.

Position Requirements

• Bachelor’s degree in information technology or related field, or 5+ years comparable experience in technology related, customer-facing role.

• 2+ years of experience in a people management capacity
  

  • Experience in technical projectmanagement as appliedto data/infrastructure migrations, relocations, major system upgrades, and new site deployments.
  • Advanced knowledgeof Microsoft Operating Systems such as Windows Serverand Windows 10/11
  • Administration experience with Public Cloud platforms with focus in Microsoft 365 and Azure
  • Extensive experience in administration of e-mail platforms and security integrations such as Exchange Online, Google Workspace,Proofpoint Essentials, and Mimecast
  • Experience in virtualization administration on platforms such as VMwarevSphere and Hyper-V
  • Hands on experience in deployment and management of routing, switching, wireless, and security appliance technologies usingvendors such as Cisco, Palo Alto Networks, and Meraki
  • Proficient in incident responsemanagement during securityevents and high-priority escalations, as well as disaster recovery and businesscontinuity activations
  • Exceptional writtenand oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building and managing expectations.
  • Highly self-motivated and directed, in a fast-paced team environment.
  • Sharp attention to detail with proven analytical and critical thinkingskills
  • Effective time management and excellent prioritization skills

  Preferred Experience

  • Experience with Managed ServiceProviders (MSP) preferred.
  • Amazon Web Services (AWS) or GoogleCloud Platform (GCP) administration experience preferred.
  • Financial ServicesIndustry experience a plus
  • Certifications in cloud services,network management or cyber-security, such as CCNA, CISSP, Azure Fundamentals and VCP a plus but notrequired.

  Working Conditions

  • Ability to work in an independent environment with moderatesupervision.
  • Ability to work undera moderate noise level (i.e., working on an open floor with printers, telephones, and computers)
  • Ability to travel for business and work beyondnormal business hourswhen necessary.
  • Ability to be flexibleand successfully respondto multiple work pressures.
  • Sitting for extended periodsof time
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools,and to handle other computercomponents.
  • Lifting and transporting of moderately heavyobjects, such as computers and peripherals