Client Services Manager

Summary

The Client Services Manager, Strategic Services AI, will own the client relationship from qualified lead handoff through signed agreement, for New Charter's AI-first business unit delivering fully managed IT and security, co-managed IT, and AI and automation services to businesses nationwide. This will include running discovery and proposal conversations with owners and executives, leading new clients through a smooth onboarding, and holding regular strategic reviews that keep clients engaged with measurable value from working with us.

The Client Services Manager will partner with revenue teams, operating companies, Strategic Services leadership, & engineers and automation teams to coordinate solutions and client outcomes, surface risks and opportunities, and turn them into a practical technology roadmap. Initial closing conversations may be conducted jointly with leadership across the platform.

To be successful in this role, the Client Services Manager will translate business priorities into practical managed IT, security and AI service recommendations, and guide clients through a consistent, transparent experience. While leading executive reviews, maintaining technology roadmaps and budgets with technical partners, and proactively addressing risks, escalations and expansion opportunities.

Primary Responsibilities

• New Client Development & Account Growth
  • Accept qualified leads from the revenue team or New Charter operating companies; own discovery, solution alignment, proposal coordination, follow-up and progression to signed agreement. Lead qualification remains with the originating teams.
  • Determine service fit across fully managed IT, co-managed IT, and AI and automation services, and partner with the Client Technology Specialist to scope the right solution.
  • Partner with Strategic AI Services leadership on closing meetings and negotiations, particularly during the initial development stages of the department and document commercial details and next steps in the CRM.
  • Identify and develop expansion opportunities, such as security, compliance, AI and automation, and project work, through the Client Expansion process.
• Client Onboarding
  • Lead client kickoff and onboarding coordination, set success measures and expectations, and conduct 30/60/90-day check-ins while technical teams own implementation.
  • Serve as primary relationship owner for executive sponsors and operational contacts; coordinate escalations through resolution and monitor client health, satisfaction and service trends.
  • Lead strategic business reviews; develop technology roadmaps and IT budgets with technical specialists covering lifecycle refresh, security, compliance and projects.
• Strategic Planning & Advisory
  • Translate platform insights, asset risks and service trends into actionable business recommendations; facilitate AI readiness discussions and track potential use cases.
  • Own agreement renewals, changes and client communications, and identify appropriate expansion opportunities in recurring services and projects.
  • Build and refine engagement playbooks, value propositions and client experience standards as the business unit grows.
  • Develop referrals, testimonials and case studies, and improve client engagement playbooks and service standards.

Skills & Experience

• 5+ years in client-facing roles within a managed services provider (MSP) or technology services organization, including 3+ years in account management, client success, vCIO or consultative sales.
• Practical use of AI assistants such as ChatGPT, Claude or Microsoft Copilot, and ability to discuss AI adoption with business leaders.
• Experience supporting co-managed IT clients and collaborating with internal IT stakeholders.
• Proven experience closing qualified business opportunities and growing recurring revenue, including discovery, proposal presentation and signed agreements.
• Experience leading client onboarding, strategic business reviews, technology roadmaps and IT budget discussions.
• Working knowledge of Microsoft 365, managed IT and security fundamentals such as MFA, EDR, backup and encryption, and common compliance considerations.
• Familiarity with HIPAA, CMMC, PCI or cyber-insurance requirements.
• Bachelor's degree in business, information systems or a related field, or equivalent experience.
• Hands-on CRM and PSA experience (such as HubSpot, Salesforce or ConnectWise), executive-level communication skills and comfort conducting remote client meetings.

Preferred Attributes

• Ability to understand client business objectives, identify challenges, and recommend technology solutions that support operational efficiency and long-term growth.
• Strong relationship-building and consultative sales skills, with the ability to understand client needs, communicate value, and guide qualified opportunities through the sales process to successful closure.
• Demonstrated commitment to client satisfaction and successful outcomes, taking ownership of client relationships, onboarding, issue resolution, and ongoing engagement.
• Strong organizational and time management skills, with the ability to manage multiple client priorities, maintain accurate records, and ensure timely follow-up on commitments.
• Interest in emerging technologies, including artificial intelligence and automation, with the ability to leverage these tools effectively and communicate their business value to clients.
• Excellent interpersonal, written, and verbal communication skills, with the ability to navigate challenging conversations, resolve concerns, and maintain positive client relationships.
• Ability to thrive in a dynamic, evolving environment, demonstrate flexibility, and proactively identify opportunities to improve processes and client experiences.
• Strong ability to collaborate across departments and with remote teams, share knowledge, and coordinate resources to deliver exceptional client service.
• Demonstrated commitment to delivering exceptional service, building trusted relationships, and positively impacting the businesses and people we serve.

Certifications

• ITIL 4 Foundation, MS-900, AI-900, CompTIA Security+ or a customer success/vCIO credential.