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Role Description

The Client Technology Manager (CTM) at xxxx is a person accountable for the overall client experience of the accounts assigned to them. CTM is responsible for understanding, managing, and overseeing all the technology configuration and strategy with the key decision makers within the client s organization. CTM is the client champion with key knowledge about customer s people, process, and technology and is the primary escalation point for all matters related to service delivery. CTM will partner with Business Development Manager to create a growth strategy and identify ways to grow xxxx business within their accounts.

RELEVANCY to xxxx Mission and Vision

As an CTM, you will have a great impact to xxxx Vision and Mission. Your activities and contributions will have a direct impact on xxxx and its clients. Through you day to day activities, your objective is to:

Create xxxx Ambassadorship Client is promoter of xxxx and its services

Generate Customer Loyalty Client is renewing all the services with xxxx

Generate Growth within Customer Account Client is growing their spend with xxxx by expansion of services



o Semi Annual relationship score (NPS > 7) for all clients

o IT Governance Attainment - 100% completion of all proactive activities

o Clients are referenceable clients (50% of more clients agree to be references)

o Clients are renewing their contracts (95% renewal rate - $)

o Entitlements All devices and users are associated to service entitlements


o Clients are increasing their spend with xxxx (Annual X% growth in Monthly Recurring Revenue)

o Account plans are created and completed for all ALL clients

Expected Activities

Create an Account Plan for clients using the account planning framework

Managed and keep client data current in key systems SalesForce, Box, ITGlue

Meet regularly (in-person) with client on agreed cadence to:

o Review xxxx overall service delivery (Account review templates)

o Monitor and ensure all the scheduled reporting is being delivered on agreed cadence (Success Criteria Reporting, IT Governance Activities)

o Understand current challenges and planned projects where xxxx can add value

o Discuss and pitch new service features and/or services

For all clients, collaborate with Business Development Manager on new opportunities and contract renewals

Perform review and reconciliation of

o Service Entitlements

o Monthly invoices

o Key processes & procedures

o Watch-list cases

Follow-up and be the single point of escalation for client on Escalated issues

o Follow-up on all case survey feedbacks where feedback is < 8

o Follow-up on all cases escalated to xxxx -escalations for the accounts you are managing

Educate and keep client and internal xxxx teams updated on client feedback/discussions

o Send an email with Meeting Notes after every call/meeting with client; bcc to SalesForce

o Post customer feedback on client s chatter page

o For urgent and timely activities that needs to be done in < 7 days, add client to CodeRed list and update the CodeRed list with all the activities that need to be completed within 7 days

o For clients that are at risk of leaving xxxx add them to At Risk list and complete the At Risk client worksheet


To act as the primary technical interface between the client and xxxx

To have an in-depth working knowledge of the client s technology and business workflows and configurations.

To build and maintain excellent relationships with the wider Account Teams

To build and maintain collaborative relationships with key third party vendors

A Day in a Life of CTM

Review all open cases and follow-up on all critical/high priority cases

Review client feedback (Case Surveys) and follow-up on any scores < 7

Review sentiment trends and identify corrective actions

Monitor and respond to escalations from client

Follow-up with client on urgent/time sensitive activities

Follow-up on any delayed pro-active activities

Follow-up on long running open cases

Associate new devices/users to appropriate Entitlements in SalesForce

A WEEK in a Life of CTM

Host and run the weekly service review meeting (if required)

Update code red list and associated action items

Review case trends and identify and create problems cases

Update Account 411 (if required)

Review open projects (if any) and follow-up with PM on current status

Perform a once a week virtual check-in with client contact

On-site visit with at-least 3-4 clients (within driving/commute distance)

A Month in a Life of CTM

On-site visit with client (within driving/commute distance)

Host and run the monthly service review meeting

Analyze and report on IT Governance activities

Update account plan, account team in SalesForce

Create and schedule ad-hoc activities

Review monthly invoice

At-Risk Planning

Review and identify ways to improve Client Profitability

Perform pro-active activities like

o Update VIP users

o Infrastructure Review

o Vulnerability and Patch Status Review

Required Skills/Experience

Bachelors or Master s Degree

Strong people and project management skills.

Strong and effective oral and written communication skills.

Understands the business domain, customer positioning and prevailing technologies.

best candidate will also have (although not required)

Prior experience as Technology Engineer

Prior experience working at a Managed Service Provider

Engaging at all levels within an organization right to C level

Knowledge of the Hedge Fund and PE business


Analytical Skills

o Collects and researches data

o Designs workflows and procedures

o Identifies data relationships and dependencies

o Synthesizes complex or diverse information

Business Ethics

o Inspires the trust of others

o Keeps commitments

o Treats people with respect

o Upholds organizational values

o Works with integrity and ethically


o Exhibits good listening and comprehension

o Expresses ideas and thoughts in written form

o Expresses ideas and thoughts verbally

o Keeps others adequately informed

o Comfortable presenting and/or speaking to a large group

o Selects and uses appropriate communication methods

Customer Service

o Exceptional customer focus and bias for action

o Displays courtesy and sensitivity

o Manages difficult or emotional customer situations

o Meets commitments

o Responds promptly to customer needs

o Solicits customer feedback to improve service

Job Knowledge

o Competent in required job skills and knowledge

o Displays understanding of how job relates to others

o Exhibits ability to learn and apply new skills

o Keeps abreast of current developments

o Requires minimal supervision

o Uses resources effectively

Problem Solving

o Develops alternative solutions

o Gathers and analyzes information skillfully

o Identifies problems in a timely manner

o Resolves problems in early stages

o Works well in group problem solving situations


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability

Ability to read, analyzes, and interpret common technical journals, and legal documents such as contracts. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.


Bachelor s degree (B.A.) from four-year College, or University, and/or training or equivalent combination or education and 5+ years experience in the financial services vertical.

Computer skills

Power point, Excel

Technical skills

Technical knowledge, both of current technology and emerging trends

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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