Kite Technology Group · 2 months ago
Client Experience Manager
Owings Mills, MD
Contract
Hybrid
Entry, Mid Level
$45K/yr - $50K/yr
2+ years expKite Technology Group is seeking a Client Experience Manager (CXM) to drive client engagement and retention. The CXM will be responsible for managing client relationships, overseeing service delivery, and supporting sales processes to meet client needs.
Cloud Data ServicesConsultingCyber SecurityInformation ServicesInformation Technology
Responsibilities
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
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
Qualification
Required
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
BA/BS, preferably in business, engineering, computer science or a related field
2 years of sales, marketing, or business administration experience
Benefits
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
Company
Kite Technology Group
Kite Technology Group provides managed IT services and consulting to businesses across the country.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Daniel Gilbert
Chief Operating Officer
Jason Gobbel
Chief Solutions Officer
Company data provided by crunchbase