Client Service Manager

Arctiq•New York, NY

3d•Hybrid

About The Position

Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management. We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model. Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries. Client Service Manager — Dedicated Client Engagement Location: Albany, NY (preferred) or greater NY area, with regular travel to Albany. Relocation assistance available for candidates willing to relocate to Albany. Position Overview: The Client Service Manager (CSM) is a dedicated, single-client role supporting one of Arctiq's key managed security services accounts. Unlike a traditional CSM covering a portfolio of clients, this role is fully embedded with one client, allowing for deep familiarity with their environment, stakeholders, and operational rhythm. This role requires a client-facing professional with strong technical grounding in security operations, excellent communication skills, and the ability to build trust and manage expectations in a high-stakes, high-expectation environment. The ideal candidate is comfortable operating under pressure, skilled at managing demanding stakeholders with professionalism, and adept at translating client direction into clear, actionable guidance for the delivery team.

Requirements

Education in Information Security or a related field (or equivalent experience)
Proven experience working in an MSP or MSSP environment
Hands-on experience with Splunk and CrowdStrike (required — both are core technologies in the client's environment)
Excellent communication, presentation, and interpersonal skills, with demonstrated ability to manage demanding or high-expectation stakeholders
Prior experience managing client relationships, receiving and acting on direction, and translating that direction effectively for a delivery team
Strong problem-solving and troubleshooting abilities
Based in Albany, NY, or willing to relocate (relocation support provided); candidates based elsewhere in the NY area must be available for regular travel to Albany

Nice To Haves

Certifications such as CompTIA Security+, CISSP, or CISM
Familiarity with Jira (client's ticketing platform)
Familiarity with Armis
Experience in the IT/Security industry
Experience coordinating with technical teams and managing timelines in a single-client, embedded model

Responsibilities

Serve as the primary, dedicated point of contact for the assigned client
Build and maintain a strong, trust-based relationship with a high-expectation client
Understand and anticipate client needs, priorities, and shifting expectations
Proactively identify and resolve client concerns before they escalate
Operate effectively and calmly under pressure, in a demanding and fast-paced client environment
Ensure services are delivered according to agreed-upon SLAs
Monitor service performance and report on key metrics
Coordinate with technical teams to resolve client issues
Manage service delivery projects and implementations specific to the client's environment
Provide regular updates to the client on service performance, security incidents, and relevant developments
Prepare and deliver reports on security posture and trends
Accurately receive, interpret, and translate client direction into clear guidance for the internal delivery team
Serve as the communication bridge between a demanding client stakeholder group and Arctiq's technical teams
Help the client understand security risks and vulnerabilities specific to their environment
Provide guidance on security best practices
Facilitate security awareness training as needed