Client Technology Manager

About the Role

The Client Technology Manager (CTM) is a high-impact, hands-on leadership role responsible for delivering IT managed services to a portfolio of client accounts with the support of a dedicated technical team. The CTM manages customer relationships and expectations, liaises with internal communities and stakeholders to ensure customer success, and spearheads projects to modernize client infrastructure. Recent hands-on technical competencies, including Cloud and new technology experience, are required.

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations. With an unmatched range of services, ECI provides stability, security, and improved business performance, enabling clients to focus on running their businesses. This role is hybrid, requiring 3 days in the office in Dallas, TX.

Responsibilities

• Oversee technology services for a portfolio of ECI clients.
• Maintain strong client relationships, serving as a trusted strategic advisor through scheduled, ad-hoc, and C-Level strategic meetings.
• Develop and maintain deep functional knowledge of customers’ goals, technical challenges, business objectives, and critical infrastructure, proactively mitigating risk within the environment.
• Provide client-based feedback to ECI management on new needs not currently addressed within the ECI Platform, focusing on continuous improvements and enhancements.
• Assist with client-facing budget forecasting, financial cost analysis reports, and documentation.
• Engage with client compliance team members to provide security recommendations covering both business and regulatory needs.
• Enable clients using the latest technology trends surrounding Information Security and Cloud Services (IaaS/SaaS).
• Drive customer satisfaction through support case evaluation, task management, and recurring client engagement.
• Collaborate cross-functionally to ensure successful delivery of project implementations, migrations, and upgrades, including mail system migrations, cloud site migrations, new office constructions, and new technology deployments.
• Provide hands-on support of client configurations as they pertain to in-house proprietary standards and best practices.
• Participate in vendor due-diligence exercises, security reviews, and data integrity & availability services.
• Manage a team of Field Service Engineers and Senior Systems Engineers in supporting client portfolios and their distributed workforce.
• Be accountable for client technical escalations and subsequent resolutions, serving as a main point of contact and escalation point for engineers.

Requirements

• Recent advanced knowledge of Microsoft Operating Systems such as Windows Server and Windows 11.
• Recent administration experience with Public Cloud platforms, with a focus on Microsoft 365 and Azure.
• Recent experience in technical project management as applied to data/infrastructure migrations, relocations, major system upgrades, and new site deployments.
• Extensive experience in the administration of email platforms and security integrations such as Exchange Online and Google Workspace.
• Recent hands-on experience administering VMware vSphere and Hyper-V platforms.
• Recent hands-on experience in deployment and management of routing, switching, wireless, and security appliance technologies using vendors such as Cisco, Palo Alto Networks, and Meraki.
• Proficiency in incident response management during security events and high-priority escalations, as well as disaster recovery and business continuity activations.

Preferred Qualifications

• Experience with Managed Service Providers (MSP).
• Amazon Web Services (AWS) or Google Cloud Platform (GCP) administration experience.
• Financial Services Industry experience.
• Certifications in cloud services, network management, or cybersecurity, such as CCNA, CISSP, Azure Fundamentals, and VCP.

Benefits

• Competitive compensation with a maximum of $160,000 annually.
• Flexible PTO.
• Health benefit eligibility starting the first of the month.
• Life insurance.
• Pet insurance.
• 401K and additional benefits.