Client Technology Manager

Role Overview

• Serve as the primary technical point of contact and client liaison, owning the end‑to‑end technical partnership between DYOPATH and assigned customers.
• Perform comprehensive discovery of client environments during onboarding to ensure a complete understanding of infrastructure, systems, and risks.
• Develop strategic technology recommendations that advance IT maturity and support long‑term business objectives.
• Provide expert guidance on technologies and managed services that help clients gain a competitive advantage.
• Collaborate across DYOPATH departments to address service requests, escalations, billing concerns, and relationship matters.
• Partner closely with Account Management and Solution Engineering to scope opportunities and participate in technical discovery and planning calls.
• Manage service levels through ongoing collaboration, feedback, and identification of training or improvement opportunities.
• Conduct regular risk assessments, helping clients identify, prioritize, and mitigate technology risks.
• Own and manage escalations and quality incidents, including root cause analysis and corrective action planning.
• Act as the key technical contact during major incident and problem management events.
• Ensure DYOPATH delivers agreed‑upon value, metrics, and outcomes—and that customer perception aligns with performance data.
• Resolve complaints proactively and track all processes related to client satisfaction and expectations.
• Maintain a structured cadence of onsite visits, remote check‑ins, and internal alignment meetings with DYOPATH stakeholders.

Requirements

• Bachelor’s degree in business, Information Technology, or a related field
• Minimum 3 years in an MSP operational role
• Minimum 3 years in a client‑facing technical role
• Equivalent combinations of education and experience may be considered
• Strong, well‑rounded technical foundation in IT infrastructure, Networking, Project management, Microsoft technologies (Windows Server, Active Directory, Exchange, Azure, Microsoft 365)
• Experience supporting clients under managed services agreements
• Ability to translate technical concepts into clear, non‑technical business language
• Business acumen to provide strategic technology consulting
• Excellent communication, organization, and time management skills
• Ownership mindset with a strong drive to achieve performance goals
• Results‑oriented, service‑driven approach
• Professional poise, sound judgment, and confidence in client interactions
• PMP and/or ITIL certifications preferred

Tech Stack

• Azure
• PMP

Benefits

• Medical, Dental & Vision Coverage
• Life Insurance
• 401(k) with company match
• “You Pick a Day” paid holiday
• FSA & HSA options
• Pet Insurance (because pets are family!)
• …and much more!