Senior Client Manager

CTS; New York (NY); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

401(k) with company match

EAP

Job summary

CTS delivers comprehensive IT solutions to mission-driven organizations. The Senior Client Manager role focuses on owning client relationships, guiding technology initiatives, and coordinating CTS resources to ensure exceptional service.

You will be the trusted advisor driving health, profitability, and strategic IT planning for your clients. You will monitor client health, lead trainings on Microsoft 365 and Google Workspace, and collaborate with Solutions and Sales teams to secure renewals and

Qualifications

• 6+ years of work experience in technology services or similar environments.
• Experience as IT support, engineering, or Technical Account Manager preferred.
• Knowledge of network concepts (switches, wireless, firewall, WAN).
• Experience advising on Google Workspace and Microsoft 365 and cloud services.
• PM certifications (CAPM, PMP) are a plus.
• Strong written and verbal communication skills.
• Able to manage multiple projects with competing deadlines.

Responsibilities

• Build and nurture strong client relationships and identify at-risk accounts.
• Monitor client health via monthly reviews and ensure profitability.
• Conduct regular client check-ins to review health and issues.
• Lead training events on core technologies (Microsoft 365, Google Workspace).
• Advocate for clients and coordinate cross-department escalation of issues.
• Perform strategic assessments and 1-3 year IT budgeting for clients.
• Provide technical proposals with the Solutions team; own opportunity pipeline.
• Address invoicing questions and manage project delivery when needed.
• Support new sales by engaging with prospects as a resource.
• Develop referrals for new business with client contacts.

Skills

Client relationship management

Project coordination

Cloud services (G Suite, 365)

IT infrastructure knowledge

Communication skills

Microsoft Office/Google Apps

Multi-project handling

Self-motivation

Negotiation & budgeting

Training & coaching

Tools

Google Workspace

Microsoft 365

Excel/Sheets

Job description

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. Learn more about us at https://www.charterts.com

JOB OVERV I EW

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 elevate 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

• Develop strong relationships with key client contacts and identify clients who may be at risk.
• Monitor client health via monthly internal reviews to ensure all clients are happy, profitable, and carrying minimal technology risks.
• Complete recurring tactical check-in calls with clients to review their health and open issues.
• 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.
• 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.
• Complete Strategic Assessments and 1-3 Year IT Budgets.
• 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.
• Own the overall opportunity pipeline, ensuring that we meet our NRR forecast each quarter.
• Address client questions with regards to ongoing invoicing.
• Occasionally manage Projects for clients based on available capacity and client requirements.
• Occasionally participate in discussions with Prospects as a resource to New Sales Team.
• 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
• 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
• 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 www.e-verify.gov (information available in English and Spanish).

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 [e-mail] once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in CTS’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.