Client Relationship Manager

About ICE Consulting: ICE Consulting is a privately owned, leading Managed IT Services company (Managed Service Provider). Since 1997, we have specialized in providing managed IT and security services for small to medium-sized enterprises. We are seeking highly passionate individuals to join our team and drive the growth and success of our company.

Job Description: We are hiring a Client Relationship Manager position at ICE Consulting. In this role, you will oversee and manage a team of IT Managers and Technical Project Managers, ensuring seamless service delivery and operational excellence. This position is vital to maintaining and expanding our client relationships, managing IT infrastructure, and leading strategic initiatives that align with client needs. The ideal candidate will have extensive experience in IT infrastructure, account management, and team leadership within a managed services environment.

Responsibilities:

• Oversee and manage multiple IT Managers and Technical Project Managers, ensuring effective leadership and guidance across teams.
• Direct and supervise the delivery of managed IT services to clients, ensuring all services align with service level agreements (SLAs) and quality standards.
• Act as the escalation point for client issues and drive resolutions in collaboration with internal teams.
• Develop and nurture strong, strategic relationships with clients, understanding their business objectives and aligning IT services to meet those goals.
• Lead and drive customer success initiatives, ensuring client satisfaction, retention, and growth.
• Promote and market Managed Service Provider (MSP) services to existing and potential clients, contributing to business development efforts.
• Coordinate and collaborate with engineering teams to ensure client projects and operational goals are met efficiently.
• Provide mentorship, guidance, and performance management for IT Managers and project managers, fostering a culture of collaboration and continuous improvement.
• Oversee the development and execution of IT strategies, ensuring scalability, security, and operational excellence.
• Monitor and analyze IT infrastructure performance across accounts, identifying areas for optimization and recommending innovative solutions.
• Ensure compliance with industry standards and IT service management best practices.
• Manage financial aspects of IT operations, including budgeting, forecasting, and cost management for client engagements.
• Stay updated with emerging technologies and trends, evaluating and recommending new solutions to enhance client operations.

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum of 10 years of experience in IT infrastructure management, including at least 3 years in a leadership role overseeing IT managers, project managers, or technical account managers, with a strong emphasis on client account management and retention. Proven track record in customer service management and client relationship building within a managed services environment.
• Strong technical expertise in IT infrastructure technologies, including networking, servers, storage, and virtualization.
• Experience with IT service management (ITSM) frameworks and tools, with certifications such as ITIL being highly desirable.
• Excellent leadership, communication, and interpersonal skills, with the ability to manage and inspire diverse teams.
• Strong problem-solving skills and the ability to manage multiple projects and priorities in a fast-paced environment.
• Certifications such as PMP, Cisco, Microsoft, or other relevant credentials are a plus.

Join ICE Consulting and be part of a forward-thinking team dedicated to delivering top-tier IT services to clients.