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Client Experience Manager – Hybrid – Full Time

 

Client Experience Manager

The Client Experience Manager (CXM) will understand how to drive client engagement and retention with regular interaction with assigned clients.   The CXM must effectively propose, present, and sell service and product offerings to meet clients’ identified needs and achieve standardization of client environments. The CXM will also provide relevant sales across departments as a part of their role.  This position is designed around Hybrid work environment including time spent in our Owings Mills Office location, but remote candidates are still encouraged to apply.  

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.  Their interpersonal skills must be strong, both oral and written.   

Essential Duties and Responsibilities

Sales Functions:

  • Support the Sales process by creating proposals and generating sales related reports 
  • Handle and prioritize prospects and customer requests among the Sales Team. 
  • Maintain in-depth knowledge of the service and product offerings of the company. 
  • Oversee sales opportunities and client IT roadmap. 
  • Maintain working knowledge of product availability when preparing quotes. 
  • Manage manufacturer and vendor relationships and contracts. 
  • Receive incoming and ship outgoing products as needed.
  • Participate in Phone Queue for call overflow.
  • Participate in equipment shipping and receiving rotation.

Client Experience Functions: 

  • Own the overall relationship with assigned clients. Be responsible for total client experience for assigned accounts including providing technical consulting.  
  • 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 shall include discussing service performance, addressing client issues, communicating technology roadmap/annual IT budget, reviewing/presenting proposals and quotes, and conferring industry news/trends.  PBRs shall generally be conducted remotely, though on-site PBRs will be occasionally required to maintain relationships with key clients and address more extensive issues.  
  • Ensure that contract renewals/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 sales negotiation 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:

  • Proficient with general Office applications. 
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer care. 
  • Self-motivated and self-starter with the ability to work in a fast-moving environment and ability to adapt to changes quickly. 
  • Strong organizational, presentation, and customer service skills. 
  • Process driven and attention to detail within CXM responsibilities. 
  • Coachable, able to implement feedback, and dedicated to consistent self-improvement and knowledge of the MSP space.  
  • Have demonstrated 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 & processes 
  • Willingness to do “whatever it takes” to get the job done and assist colleagues.  
  • Positive attitude and demeanor, adding to the culture of the CXM team. 

Preferred Education and Qualifications:

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

Benefits:

  • Competitive salary based on experience and qualifications. 
  • Health and dental benefits included. 
  • Full on the job training & support. 
  • 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

Tell Us About Yourself

Apply now

adam atwell

Adam Atwell

Cloud solutions architect

Adam is passionate about consulting with organizations across the country to help them develop and execute a cloud adoption strategy that meets their business needs and future objectives. Adam oversees and manages our company strategy for Microsoft 365 adoption and is responsible for future growth and development inside Microsoft 365 and other cloud technologies.