cb20 Managed IT & AV Services · 4 months ago
vCIO
Saratoga Springs, NY
Full-time
Hybrid
Senior Level, Lead/Staff
$100K/yr - $120K/yr
10+ years expcb20 is a technology solutions provider that partners with leading hardware and software companies to deliver consulting and managed services. The vCIO acts as the CIO for cb20 Managed Services clients, overseeing client relationships and ensuring proactive and reactive support to enhance client success through technology strategy and execution.
Information Technology & Services
Responsibilities
Own and manage customer relationship with assigned accounts, collaborating with day-to-day contacts as well as business owners, C-suite, and decision makers
Assist in the onboarding of new Managed Services customers
Own and manage an elevated level cb20 service escalations and all CSAT issues, ensuring proper resolution of all items
Execute cb20’s Business Review process for Managed clients
Maintain a strong understanding of cb20’s technology standards and solutions
With the help of the engineering team, develop PSA documents for out-of-scope project work
Intake client procurement requests. Assist in simple BOM creation and work with engineering team when necessary to develop BOM. Work with cb20 procurement to ensure accurate creation of hardware and licensing quotes
Responsible for delivering quotes and proposals to customer and owning the entire sales-cycle around these items
Create, maintain, and deliver business-centric IT strategy plans/roadmaps to customers. Must be able to communicate to clients on technology, in plain language, with the ability to articulate how various technologies and configurations impact the customer’s operations/business/risk profile
Educate the customer on how to use and maximize value of their cb20 Managed Services
Educate customer on industry trends and new cb20 offerings
Assist clients with technology budgeting on a quarterly and annualized basis
Maintain a high-level but thorough understanding of each customer’s business, key performance metrics, important operational activities, key contacts, technology vendors/partners, applications
Train and mentor TAM resources:
Help onboard new TAM resources
Train TAM resources on cb20 systems and processes
Provide audit-escalation support
Oversee TAM activities for assigned accounts to ensure TAM process is occurring in full, up to cb20 standards, on-schedule. vCIO is not responsible for overall management of the resource but this approach may change in the future
Responsible for driving clients to participate in cb20’s Voice of the Customer program, including referrals, acting as a reference, and participation in cb20’s Case Study program
Train the cb20 Support Center on client-specific operations and IT processes where applicable
Participate in client project calls as needed
Assist clients with invoice related questions
Continued education around industry standard best practices
Qualification
Required
Proven proficiency in consulting with customers and helping to drive decisions
High customer service and relationship management acumen
Ability to diffuse, mediate, and resolve CSAT issues
Ability to resolve problems of highest complexity
Excellent communications and interpersonal skills
Excellent prioritization skills
Excellent organizational skills including note taker and time/schedule management
Bachelor's degree or equivalent experience in the field of Information Technology
10+ years of experience in an IT role involving technical execution, including consultative experience
Ability to follow standards as outlined in the cb20 Company Manual
A clear understanding of present and developing technology trends
A strong ability to correlate technologies and configurations in a customer's environment with the business-impact on the organization
Strong presentation and written skills are mandatory
Strong teamwork skills are also mandatory
Strong time and stress management skills are necessary
Ability to juggle a multitude of client requests and deliverables of varying priorities
Position is hybrid, with resource expected to report into the cb20 office 3-4 days per week
Regular travel to customer sites to conduct Quarterly Business Review strategy meetings
Typically, no lifting more than 60 lbs
Company
cb20 Managed IT & AV Services
cb20 is an award-winning provider of managed IT and audio visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Christopher Pickett
President & CEO
Thomas Franceski
Chief Financial Officer & Principal
Recent News
Seattle TechFlash
2025-04-28
Albany Business Review
2025-02-11
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