Client Technology Manager

Job Locations US-MD-Gaithersburg
ID
2022-1059
Category
Information Technology
Position Type
Regular Full-Time
Company
designDATA

Overview

DDATA Logo

 

JOB SUMMARY: The Client Technology Manager (CTM) position is a high impact leadership role, responsible for delivering our IT managed services to a portfolio of client accounts with the support of a cross-functional team. In this role, you will help us safeguard our revenue, retain our clients, grow our accounts, and spearhead projects to modernize client infrastructure.

Responsibilities

ESSENTIAL FUNCTIONS:
Account Management
• Manage 8 to 12 client accounts with the support of a dedicated cross functional team.
• Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets, to include cultivating leads and generating and presenting proposals.
• Motivate clients to adopt our infrastructure, security, data center, circuit, and MS Cloud service offerings.
• Analyze clients’ environments and needs regularly to identify new sales opportunities.
• Meet with clients at least twice a month to review active tickets and projects and assure their satisfaction with our progress and resolution.
• Meet with clients at least twice a year to review the services we provide, recommend additional services based on their needs, and ensure they are satisfied with our services and deriving value from their adoption.
• Verify client invoices are correct, and address billing issues to assure timely payment.
• Obtain, evaluate, and select quotes from vendors and partners to meet client needs.
• Ensure both the company and clients adhere to contract terms.

 

Team Management
• Schedule team resources to meet client obligations in a timely and effective manner, to include handling callouts, approving leave, and making location and shift assignments.
• Motivate individual and team growth and performance through ongoing training, recognition, and morale-building activities.
• Ensure that workloads are balanced, working with the Shared Services team to fill temporary gaps and Human Resources to fill long-term needs.
• Participate in annual compensation and advancement reviews, quarterly goal-setting meetings, and monthly performance reviews.
• Review and approve time-cards and expenses.

 

Customer Service
• Act as the point of contact for client concerns and escalate issues appropriately.
• Marshal our resources and internal teams to address client concerns in a timely manner.
• Identify and promote opportunities to improve our processes and service delivery.
• Schedule client maintenance periods and downtime with the client and our technical teams.
• Act as the Incident Manager for incidents affecting your clients during regular business hours.
• Participate in the On-Call Operations Manager rotation to provide management support for incidents that occur after hours.

 

Project Management
• Manage delivery of projects for your client accounts with the support of our internal shared services.
• Meet with internal subject matter experts and resource managers to plan and staff projects.
• Manage project teams throughout the duration of each project to ensure timely and successful completion of the project.
• Keep clients informed, manage their expectations, and drive delivery of their dependencies.
• Keep our leadership team informed of project status, including new risks and needs, leveraging them to resolve barriers as needed.

 

 

Additional Responsibilities
• Investigate new technologies to improve business operations or streamline business processes.
• Other responsibilities as assigned.

 

Qualifications

QUALIFICATIONS:
• Bachelor’s degree, preferably in business, computer science, information technology management or a related field.
• Certifications (desired but not required): Microsoft, PMP, ISC2, CompTIA, and ITIL.
• Demonstrated ability to use client data analysis to improve client relations, retain clients, and increase sales.
• Strong and diverse technical skills with a willingness to be hands-on as needed.

• Experience with Windows, SharePoint, Exchange, Office 365, and Information Security desired.
• Client-focused with the ability to influence others to achieve results.
• Proven track record of meeting and exceeding targets.
• Excellent communication and negotiation skills.
• Exceptional analytical and problem-solving skills.
• Comfortable working with engineers, end users, and executives.
• Work well under stress, pressure, and deadlines.
• Well-organized and self-directed with an outstanding ability to work both independently and within a team.

• Demonstrated ability to use client data analysis to improve client relations, retain clients, and increase sales.

 

JOB SPECIFIC COMPETENCIES
• Leadership - Maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards and goals
• Strategic Implementation/Thinking - Formulates effective strategies consistent with the business and competitive strategies, examines policy issues and strategic planning with a long-term perspective, determines objectives, sets priorities, and anticipates potential threats or opportunities.


WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities. Travel will be required to participate in events or meet with clients and are typically day trips in nature.


REASONABLE ACCOMMODATION: It is design DATA, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

 

PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.


This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

 

Apply Online at www.doyon.com

 

We are a Federal Contractor and comply with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

 

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics.

The EEO is the Law and the poster is available p://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf. For questions on the job posting contact (253) 344-5300

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at dgghr@doyongovgrp.com.

Only qualified applicants will be notified.

 


This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

 

A review of this position has excluded marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

 

Apply Online at www.doyon.com

 

We are a Federal Contractor and comply with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

 

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law and the poster is available http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf. For questions on the job posting contact (253) 344-5300

 

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at dgghr@doyongovgrp.com.

 

Only qualified applicants will be notified.

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