Technical Client Service Manager, MSSP

Arctiq • Brentwood, TN

3d

About The Position

The Technical Client Service Manager serves as the primary liaison between Arctiq’s Managed Security Services (MSSP) clients and internal teams. The role is responsible for client satisfaction and ensuring services are delivered according to agreed-upon Service Level Agreements (SLAs). It combines customer service, technical understanding, and project management, requiring the ability to communicate cybersecurity concepts to technical and non-technical audiences.

Requirements

• Education in Information Security or a related field, or equivalent experience.
• Proven experience working in an MSP or MSSP environment.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and troubleshooting abilities.
• Experience in the IT or security industry.
• Knowledge of Service Level Agreements (SLAs).
• Ability to manage service delivery projects and implementations.
• Experience coordinating with technical teams and managing timelines.
• Strong organizational skills.

Nice To Haves

• Certifications such as CompTIA Security+, CISSP, or CISM.

Responsibilities

• Serve as the primary point of contact for assigned clients.
• Build and maintain strong, long-term client relationships.
• Understand client needs and expectations, and proactively address concerns and issues.
• 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.
• Provide clients with regular updates on service performance, security incidents, and other relevant information.
• Prepare and deliver reports on security posture and trends.
• Facilitate communication between clients and internal technical teams.
• Help clients understand security risks and vulnerabilities, and provide guidance on security best practices.
• Facilitate security awareness training.
• Identify opportunities to upsell and cross-sell MSSP services.
• Support the sales team with client presentations and proposals.
• Help retain clients by ensuring their satisfaction.

Benefits

• Competitive salary and performance-based incentives.
• Health, dental, and vision insurance plans.
• Retirement savings plan with employer matching.
• Flexible work schedule and remote work options.
• Professional development and training opportunities.
• Collaborative and inclusive work culture with opportunities for career growth.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed