Technical Client Service Manager, MSSP

Arctiq • Brentwood, TN

4d

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 in accordance with agreed-upon Service Level Agreements (SLAs). It combines customer service, technical understanding, and project management, and requires the ability to communicate cybersecurity concepts to both technical and non-technical audiences.

The position also supports clients in understanding security risks and vulnerabilities, provides guidance on security best practices, and facilitates security awareness training. It works with the sales team on presentations and proposals, identifies opportunities to expand MSSP services, and helps retain clients by maintaining satisfaction.

Requirements

• Education in Information Security or a related field, or equivalent experience.
• Proven experience working in a managed services provider (MSP) or MSSP environment.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and troubleshooting abilities.
• Experience in the IT/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.
• Proactively address client concerns and issues.
• Ensure services are delivered according to agreed-upon Service Level Agreements (SLAs).
• Monitor service performance and report on key metrics.
• Coordinate with technical teams to resolve client issues.
• Manage service delivery projects and implementations.
• Provide regular client 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.
• Provide guidance on security best practices.
• Facilitate security awareness training.
• Identify opportunities for upselling and cross-selling MSSP services.
• Support the sales team in client presentations and proposals.
• Help retain clients by ensuring satisfaction.

Benefits

• Competitive salary and performance-based incentives.
• Outstanding 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
• Career Level: Mid Level
• Education Level: No Education Listed