Client Technology Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main technical point of contact and client liaison, managing the complete technical partnership between DYOPATH and designated customers.

• Conduct thorough assessments of client environments during onboarding to guarantee a full understanding of infrastructure, systems, and associated risks.

• Create strategic technology recommendations that enhance IT maturity and align with long-term business goals.

• Offer expert advice on technologies and managed services that enable clients to achieve a competitive edge.

• Work collaboratively with various DYOPATH departments to handle service requests, escalations, billing issues, and relationship matters.

• Closely partner with Account Management and Solution Engineering to define opportunities and engage in technical discovery and planning discussions.

• Oversee service levels through continuous collaboration, feedback, and the identification of training or improvement needs.

• Perform regular risk assessments to assist clients in identifying, prioritizing, and mitigating technology risks.

• Manage escalations and quality incidents, including root cause analysis and corrective action planning.

• Serve as the primary technical contact during significant incident and problem management events.

• Ensure DYOPATH delivers on promised value, metrics, and outcomes, while ensuring customer perceptions align with performance data.

• Address complaints proactively and monitor all processes related to client satisfaction and expectations.

• Maintain a systematic schedule of onsite visits, remote check-ins, and internal alignment meetings with DYOPATH stakeholders.

⛳️ Requirements

• Bachelor’s degree in business, Information Technology, or a related field.

• At least 3 years of experience in an MSP operational role.

• A minimum of 3 years in a client-facing technical position.

• Equivalent combinations of education and experience may be taken into account.

• Strong, comprehensive technical foundation in IT infrastructure, Networking, Project management, and Microsoft technologies (Windows Server, Active Directory, Exchange, Azure, Microsoft 365).

• Experience supporting clients under managed services agreements.

• Capability to convey technical concepts in clear, non-technical business language.

• Business insight to offer strategic technology consulting.

• Exceptional communication, organization, and time management skills.

• An ownership mindset with a strong drive to meet performance objectives.

• Results-oriented and service-driven approach.

• Professional demeanor, sound judgment, and confidence in client interactions.

• PMP and/or ITIL certifications are preferred.

🏝️ Benefits

• Medical, Dental & Vision Coverage.

• Life Insurance.

• 401(k) with company match.

• “You Pick a Day” paid holiday.

• FSA & HSA options.

• Pet Insurance (because pets are family!).

• …and much more!