Client Services Manager

This is a fully remote position, open to applicants in Alabama, +43 more locations.

📋 Description

• Manage the client relationship from the point of qualified lead transfer until the agreement is signed.

• Conduct discovery and proposal discussions with business owners and executives.

• Guide new clients through the onboarding process, kickoff coordination, and 30/60/90-day follow-ups.

• Assess service compatibility across fully managed IT, co-managed IT, and AI and automation offerings.

• Collaborate with Client Technology Specialists to define solutions.

• Organize closing meetings and negotiations with the leadership of Strategic AI Services.

• Record commercial details and next steps in the CRM system.

• Identify and cultivate expansion opportunities in areas such as security, compliance, AI, automation, and project initiatives.

• Act as the primary relationship owner for executive sponsors and operational contacts.

• Manage escalations until resolution and monitor client health, satisfaction, and service trends.

• Lead strategic business reviews and create technology roadmaps and IT budgets.

• Convert platform insights, asset risks, and service trends into actionable business recommendations.

• Facilitate discussions on AI readiness and track potential use cases.

• Handle agreement renewals, modifications, and client communications.

• Create and enhance engagement playbooks, value propositions, and standards for client experience.

• Generate referrals, testimonials, and case studies.

⛳️ Requirements

• Minimum of 5 years in client-facing roles within a managed services provider (MSP) or technology services organization.

• At least 3 years in account management, client success, vCIO, or consultative sales.

• Practical experience with AI assistants such as ChatGPT, Claude, or Microsoft Copilot.

• Capability to discuss AI adoption with business leaders.

• Experience in supporting co-managed IT clients and collaborating with internal IT stakeholders.

• Demonstrated track record of closing qualified business opportunities and increasing recurring revenue.

• Experience with discovery, proposal presentations, and finalizing agreements.

• Proficient in leading client onboarding, strategic business reviews, technology roadmaps, and IT budget discussions.

• Working knowledge of Microsoft 365, MFA, EDR, backup, and encryption technologies.

• Familiarity with HIPAA, CMMC, PCI, or cyber-insurance requirements.

• Bachelor’s degree in business, information systems, or a related field, or equivalent experience.

• Practical experience with CRM and PSA tools like HubSpot, Salesforce, or ConnectWise.

• Strong executive-level communication skills.

• Comfortable conducting remote client meetings.

• ITIL 4 Foundation, MS-900, AI-900, CompTIA Security+, or a customer success/vCIO certification.

🏝️ Benefits

• Comprehensive employee benefits.

• Initiatives for growth and learning.

• Company-led innovation initiatives.

• Inclusive hiring practices.

• Opportunities for career paths and professional development.