Client Service Manager
About The Position
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
Benefits
- Competitive salary and performance-based incentives
- Outstanding health, dental, and vision insurance plans
- Retirement savings plan with employer matching
- Relocation assistance for candidates relocating to the Albany area
- Professional development and training opportunities
- Collaborative and inclusive work culture with opportunities for career growth
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
