vCIO Client Service Manager

LOCATIONS:

  • Jacksonville, Fl

CompassMSP is an award-winning enterprise technology solutions provider for the SMB market. We offer a broad portfolio of secure IT services including managed IT, cyber security, hosted VOIP, cloud solutions, and Professional Services. We are rapidly expanding and have garnered top industry recognition for our thought leadership and growth.

 

For more information, please visit: https://www.compassmsp.com/

Position Summary

The role of the vCIO Client Service Manager is targeted at CompassMSPs most strategic clients where we are gaining mutual benefit by performing as their CIO (IT Business Partner). They are the highest level resource, and for the accounts they are assigned are accountable to build a trusted advisor relationship using IT to:

  • Differentiate their business (optimize their revenue and profits)
  • Mitigate business risks
  • Maximize business value from their technology spend

The vCIO leverages experience and consultative skills to be a trusted advisor to the key influencers and decision-makers for their client. The client will rely on the vCIO to make credible recommendations as well as see to it that those recommendations are correctly implemented. The client and nature of our relationship will drive the ideal subject matter expertise required.

The individual who holds this position will be responsible for attaining maximum client satisfaction and identifying additional opportunities to improve the client experience with CompassMSP. This individual is responsible for ensuring the customer is getting the required service levels and the service is mapped to customer expectations. Also responsible for margin achievement and is the key IT business relationship owner for the client who is empowered, both internally and externally to ensure customer satisfaction.

Responsibilities

Responsibilities in this position include, but are not limited to:

Client Management

  • Manage the overall client relationship for all operational and business issues across CompassMSP
  • Ensure that all CompassMSP offerings are understood within each client with whom we are engaged
  • Improve client service, perception, and satisfaction
  • Understand and exceed the expectations of the client
  • Maintain professional relationship and regular communication with appropriate client executives
  • Present a consistent interface between the client and the various service operations or projects managed within CompassMSP
  • Help with NPS Score evaluation for each client on an annual basis
  • Coordinate and ensure all client agreement renewals
  • Act as an escalation point for all service related issues that could impact the relationship with the client. Successfully resolve escalated delivery issues as recorded by the client
  • Lead business reviews with clients and internal stakeholders

IT Strategy & Architecture

  • Manage the overall client relationship for all operational and business issues across CompassMSP
  • Ensure that all CompassMSP offerings are understood within each client with whom we are engaged
  • Improve client service, perception, and satisfaction
  • Understand and exceed the expectations of the client
  • Maintain professional relationship and regular communication with appropriate client executives
  • Present a consistent interface between the client and the various service operations or projects managed within CompassMSP

Desired Qualifications, Skills, and Experience:

The successful candidate will possess the following qualifications and skills:

  • Associates Degree or a minimum 3+ years account management or equivalent experience
  • Must possess a high degree of intelligence, competence, maturity, adaptability, resilience, integrity and initiative with excellent attention to detail
  • The person will require an understanding of customer service, customer service measurement
  • A strong grasp of IT technology and Operational support
  • Contract management experience
  • Excellent business awareness and solid analytical skills
  • Excellent interpersonal and leadership skills
  • Ability to multi-task and prioritize with great attention to detail
  • Proficient in leading team efforts

Key Performance Indicators:

Client Satisfaction : NPS Score, CSAT Scores, Attrition

Client Growth: MRR Growth, PS Revenue

Client Profitability: Client Margin

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