Client Services Manager

ABOUT MAINSTAY 

Mainstay Technologies is a mission-driven, fast growing company that provides IT and Information Security services to organizations throughout New Hampshire and Northern Massachusetts. We care deeply about our clients and about our company—our culture is one of our strongest assets.  We believe in “conscious capitalism”—a business model that balances all stakeholders and seeks to provide ever-increasing value to our clients, team members, community, vendors, and the environment.  Our mission is to always give more than we get by creating value and having a positive impact at every turn. 

We are in an exciting and evolving industry with significant opportunities ahead. We love what we do, and we are growing! In New Hampshire, we’ve been recognized as one of the Best Companies to Work For and Coolest Companies for Young Professionals. Demonstrating the excellence of our team, Mainstay has also won “Best of Business” for Managed IT Services, the Torch Award for Marketplace Ethics, and we’ve made the Inc. 5000 List for fastest growing companies several times. 

Our clients typically have a staff of 15-300 happy professionals and look to us for technology and security leadership, guidance, and service delivery. We provide the service of a full IT department and a full Information Security/Compliance department.

ABOUT THE POSITION  

Do you thrive at developing relationships by providing exceptional value? Mainstay Technologies is looking for a compassionate, confident, and experienced professional with excellent interpersonal skills to fill the role of Client Services Manager (CSM). As a trusted partner, you’re responsible for building strong relationships with existing and new clients by bridging the technical team to their business. As a dedicated CSM, you lead the relationship with the client’s primary contact by understanding their unique needs and aligning services. This role is critical to ensuring a smooth service delivery process by facilitating issue resolution, proposal acceptance and onboarding, and agreement renewals.

Adhering to Mainstay’s quality standards, the CSM strives to have a positive impact by enabling the success of our client’s organization through exceptional IT and information security services. Success in this highly visible role means being comfortable speaking with large groups while having confidence gained from the technical knowledge required to guide internal teams.

WHAT YOU WILL BE DOING

• Managing the client planning process by responding to the workplan process, preparing for internal meetings, leading client meetings, and conducting follow-up
• Ensuring proposals and agreements are delivered, followed up on, and successfully accepted
• Acting as a resource for the team, providing client insights, clarifications, and situational shepherding
• Proactively communicating with clients, soliciting feedback, checking in on business, and further build relationships
• Managing client-impacting service delivery incidents by facilitating root cause identification and owning all client communications
• Acting as the bridge between clients and internal Mainstay teams, advocating for clients throughout the company and responding to questions on specific clients
• Leading Client IT Committee meetings
• Building relationships with decision makers and executives by understanding business needs and prospective
• Building trust and maintain lines of communication where issues can be easily escalated
• Identifying and maintain knowledge of the client’s business requirements for compliance, risk tolerance, uptime, and performance
• Identifying opportunities where client’s perceptions can be challenged and additional Mainstay products that would benefit the client can be introduced

QUALITIES YOU SHOULD HAVE

One of the most important attributes to have is genuine care and passion for the success of other people. We don't just care about industry leading technology, or top-notch service, but we are genuinely passionate about the success of our team and our clients.

• A high level of compassion for both the team and client, genuinely caring about people
• Deep technical knowledge of all the products we provide including Microsoft 365, security layers, hardware devices, cloud architectures, etc.
• Strong interpersonal skills with the ability to listen well, read people, build relationships, resolve conflict, collaborate on solutions, and train in new concepts
• Ability to lead meetings effectively and drive towards outcomes
• High ability to persuade and sell the appropriate solutions, utilizing the Challenger sales framework
• Public speaking skills, comfortable presenting to a variety of audiences and training small groups
• Deal maturely with the pressures of the job and take ownership over outcomes
• Understanding of the needs of both the team and the clients, advocating for the appropriate side
• Ability to make quick connections, identify the unspoken truths, identify gaps, and look long-term

TECHNICAL QUALIFICATIONS & SKILLS REQUIRED

• Minimum of five years of professional experience, preferably in an IT environment
• Previous experience managing client relationships
• Previous experience managing and deescalating conflict

LOCATION SPECIFICS  

With New Hampshire offices in Belmont and Manchester, this position can choose to work out of either office. This role can work remotely but may need to travel to either office. Preferred applicants are local to the area or may already be intentionally relocating. 

SALARY & BENEFITS

As a full-time role, we offer a full benefits package, including 75% of medical costs covered for the entire family. Benefits also include: 401(k) with 3% match, training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs), laptop, smartphone, charitable program, 3 weeks of starting PTO, and long-term sabbatical benefit.