Client Experience Manager

Full-Time | Hybrid

The Client Experience Manager (CXM) will understand how to drive client engagement, retention, and ongoing relationship management with assigned clients. The CXM must effectively propose, present, and sell service and product offerings to meet clients’ identified needs and drive a vision of standardization across client environments. The CXM will also provide relevant sales across departments as a part of their role. This position is designed around a primarily remote work environment with occasional time spent in our Owings Mills Office location.

The CXM will work collaboratively across KiteTech to develop and maintain successful service delivery and client retention. The CXM must be a strategic thinker with technical credibility regarding IT Managed Services. The CXM must be highly organized and able to thrive in a high volume, fast-paced, and process-oriented environment where every day can look a little bit different than the previous. Their written and oral interpersonal skills must be strong, and they need to be a self-starter who can execute on key commitments.

Essential Duties and Responsibilities:

Sales Functions:

Support the Sales process by creating proposals and performing Inside sales-related tasks.
Maintain in-depth knowledge of the service and product offerings of Kite Technology Group.
Oversee sales opportunities and each client’s IT roadmap.
Maintain working knowledge of product availability when preparing quotes.
Manage manufacturer and vendor relationships and contracts.
Participate in Phone Queue for call overflow.
Participate in equipment shipping and receiving as needed.

Client Experience Functions:

Own the overall relationship with assigned clients. Be responsible for total client experience for assigned accounts, including managing service delivery issues.
Provide oversight of the new client onboarding process by working with the onboarding project manager.
Become the trusted advisor for clients on how to best leverage KiteTech services and resources.
Schedule, conduct, and document regular periodic business reviews (PBRs). PBRs will include discussing service performance, addressing client issues, communicating technology roadmap/annual IT budget, reviewing/presenting proposals and quotes, and conferring industry news/trends. PBRs will generally be conducted remotely, though on-site PBRs will be occasionally required to maintain relationships with key clients.
Ensure that renewals/annual rate adjustments are handled in a professional and timely fashion.
Manage sales opportunities and pipeline for assigned clients.
As necessary, escalate client issues as needed for technical, relational, or security purposes.
Perform ad hoc client account management including handling unexpected client concerns escalated by other departments or management. The CXM will work with the client to help them understand the status and action plans associated with resolution. CXM will also be accountable for ongoing follow-up to ensure client satisfaction and retention.
Validate and provide planned automated client reports to keep primary contacts and key decision makers informed of KiteTech activities and the status of their IT systems and how they align with business objectives.
Document all work as activities or service tickets within Kite’s internal ticketing system.

Knowledge, Skills, and/or Abilities Required:

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.

Proficient with general Office applications.
Ability to pass Sales and Administrative level standardized Microsoft Certifications.
Excellent Interpersonal skills such as telephony/Teams Meeting skills, communication skills, active listening, and customer care.
Self-motivated with the ability to work in a fast-moving environment and means to adapt to changes quickly.
Strong organizational, presentation, and customer service skills.
Process driven and attentive to detail.
Coachable, able to implement feedback, and dedicated to consistent self-improvement and knowledge seeking within the MSP space.
Have demonstrative sales skills. Assertive, persistent, persuasive, and provides solutions to problems with minimal supervision.
Strong business and technical acumen for IT and curiosity about the client’s business and processes.
Relentlessly solve problems to meet objectives.
Positive attitude and demeanor while working with clients and team members alike.

Preferred Education and Qualifications:

BA/BS, preferably in business, engineering, computer science or a related field.
2 years of sales, marketing, or business administration experience.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.

Compensation and Benefits:

Salary: $45,000 – $50,000, based on experience
Health: KiteTech pays 80% of total premium for employee and family
Flexible vacation hours
Simple IRA: 100% match for first 3%
Fun working environment and culture
Great opportunity for advancement

Best Reasons to Work at Kite Technology:

Opportunity to make a difference helping our clients
Personal development is encouraged
Environment of teamwork and support
Outstanding management and accountability processes to maximize the contribution of our teammates and their opportunity to share in our success