IT Technical Account Manager - NYC

Job Description: IT Technical Account Manager (Client Manager)

Charter Technology Solutions is actively seeking a Technical Account Manager (internally referred to as a Client Manager) to join the Client Strategy team. We are a Managed Services Provider (MSP) primarily focused on providing best-in-class IT solutions to the K-12 education sector and the fast-growing Charter School movement in New York City and beyond. CTS is headquartered in Brooklyn, NY with 70+ employees across the US.  Learn more about us at https://www.charterts.com 

The Client Manager is responsible for managing approximately 10-15 clients as the primary technical contact & relationship manager. You will be responsible for designing the strategic technology roadmap, providing IT advisory services and growing relationships with your clients - in conjunction with a support system of Strategic Advisors with various categories of expertise.

WHAT YOU WILL DO:

• Develop a 3-year strategic technology plan for each client.
• Provide regular technology reviews for each client.
• Regularly consult with your clients to provide them solutions to meet their technology requirements.
• Escalate client issues and/or concerns effectively, as needed.
• Manage client satisfaction & expectations, facilitating CTS services effectively and efficiently.
• Provide and/or facilitate high-level product & services training to clients directly.
• Work in tandem with our Strategic Advisors & Solutions Engineers to develop technical proposals for clients.
• Present technical proposals to clients and manage a pipeline of future project opportunities for clients.
• Ensure client profitability, via both recurring and non-recurring services.

WHO YOU ARE:

• REQUIRED: 6+ years of relevant experience in an IT role such as IT Support or Engineering either within an internal IT organization or at a Managed Services Provider.
• PREFERRED: 2+ years experience as a Technical Account Manager, Client Success Manager or vCIO at a Managed Services Provider.
• Deep understanding of core network infrastructure (switches, wireless, firewall, and WAN connectivity), servers, and cloud infrastructure. Preferred experience with Cisco, Juniper, Google Workspace, Microsoft 365 and Education Technologies (EdTech).
• Strong written and oral communication skills.
• Ability to manage multiple simultaneous client requests 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.

HOURS AND LOCATION

This is a hybrid position 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 AND BENEFITS

We award our employees based on market and merit with competitive base pay, paid vacation, sick/personal days, and holidays. The company offers employees fully paid medical, dental, and vision plans. Professional development reimbursement for relevant training/learning opportunities will be provided. The salary range for this position is $75,000 to $96,000 annually.