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About the Role
The Client Technology Manager (CTM) is a high-impact, hands-on leadership role responsible for delivering IT managed services to a portfolio of client accounts. This role involves managing customer relationships, expectations, and liaising with internal stakeholders to ensure customer success. The CTM will safeguard revenue, retain clients, grow accounts, and spearhead projects to modernize client infrastructure.
Responsibilities
- Oversee technology services for a portfolio of ECI clients.
- Maintain strong client relationships and serve as a trusted strategic advisor.
- Develop and maintain deep functional knowledge of customer goals, technical challenges, and business objectives.
- Provide client-based feedback to ECI management for continuous improvements.
- Assist with client-facing budget forecasting and financial cost analysis.
- Engage with client compliance teams to provide security recommendations.
- Enable clients using latest technology trends in Information Security and Cloud Services.
- Drive customer satisfaction through support case evaluation and client engagement.
- Collaborate cross-functionally to ensure successful delivery of project implementations, migrations, and upgrades.
- Provide hands-on support of client configurations according to ECI standards.
- Participate in vendor due-diligence, security reviews, and data integrity services.
- Manage a team of Field Service Engineers and Senior Systems Engineers.
- Be accountable for client technical escalations and resolutions.
- Serve as a main point of contact and escalation point to engineers.
Requirements
- Bachelor’s degree in information technology or related field, or 5+ years comparable experience in a technology-related, customer-facing role.
- 2+ years of experience in a people management capacity.
- Experience in technical project management for data/infrastructure migrations, relocations, system upgrades, and new site deployments.
- Advanced knowledge of Microsoft Operating Systems (Windows Server, Windows 11).
- Administration experience with Public Cloud platforms (Microsoft 365, Azure).
- Extensive experience in administration of e-mail platforms and security integrations (Exchange Online, Google Workspace, Proofpoint Essentials, Mimecast).
- Experience in virtualization administration (VMware vSphere, Hyper-V).
- Hands-on experience in deployment and management of routing, switching, wireless, and security appliance technologies (Cisco, Palo Alto Networks, Meraki).
- Proficient in incident response management, disaster recovery, and business continuity.
- Exceptional written and 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 thinking skills.
- Effective time management and excellent prioritization skills.
Skills
- Managed Services
- Cybersecurity
- Business Transformation
- IT Managed Services
- Customer Relationship Management
- Technical Project Management
- Information Security
- Cloud Services (IaaS/SaaS)
- Microsoft 365
- Azure
- Exchange Online
- Google Workspace
- Proofpoint Essentials
- Mimecast
- VMware vSphere
- Hyper-V
- Cisco
- Palo Alto Networks
- Meraki
- Incident Response
- Disaster Recovery
- Business Continuity
Location
- Remote
Work Type
- Full-time
Experience Level
- 5+ years comparable experience in technology related, customer-facing role
- 2+ years of experience in a people management capacity
Education Level
- Bachelor’s degree in information technology or related field
Salary/Compensations
- $140-$160k
Benefits
- Competitive compensation package
About the Company
- ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations.
- ECI provides stability, security, and improved business performance, enabling clients to focus on running their businesses.
- Over 1,000 customers worldwide with over $3 trillion of assets under management trust ECI.
- ECI's culture is focused on connection with clients, technology, and each other.
- ECI believes success is driven by passion and purpose, with a commitment to empowering employees.