Client Services Manager

Summary

Mainstay Technologies provides IT and information security services to small and medium-sized businesses in northern New England. The Client Services Manager builds and manages client relationships, aligns services with business needs, and ensures smooth service delivery through strategic planning, issue resolution, proposals, onboarding, and renewals.

Responsibilities

• Serve as the primary relationship owner for assigned client accounts, building trust and ensuring high satisfaction and retention
• Partner closely with client decision makers, understanding their business needs, goals, and organizational dynamics
• Identify opportunities to introduce additional Mainstay products and services that align with the client’s evolving needs
• Proactively communicate with clients to solicit feedback, anticipate needs, and offer strategic guidance
• Lead client engagement in IT strategic planning, preparing agendas, leading meetings, and managing follow-ups to ensure successful outcomes
• Manage client-facing service delivery incidents, communication, root cause analysis, and resolution oversight
• Act as the internal advocate for clients, aligning internal teams around client priorities and ensuring a seamless experience
• Educate clients on available Mainstay solutions, ensuring they are informed about services that can benefit their business
• Maintain a deep understanding of Mainstay products, project standards, and compliance requirements relevant to each client
• Support internal teams with client insights, helping to navigate escalations, and providing contextual guidance
• Ensure timely delivery and follow-through of proposals, agreements, and planning documentation
• Build executive-level relationships by understanding risk tolerance, performance expectations, and compliance drivers across industries

Skills

• 3–5+ years of client-facing experience in account management, client services, or strategic relationship roles
• Proven ability to engage with decision-makers and executives in a consultative, value-driven manner
• Strong communication and interpersonal skills—both verbal and written
• Ability to manage competing priorities and deadlines while maintaining attention to detail
• Comfort with technology concepts, IT services, or willingness to learn deeply about tech environments
• Experience facilitating meetings, presenting ideas, and guiding strategic conversations
• Demonstrated success working cross-functionally within a team-oriented organization
• Familiarity with CRM systems, documentation tools, and productivity platforms
• A mindset aligned with continuous improvement, trust-building, and client advocacy
• Applicants must live within driving distance to support clients, onboarding, and ongoing team integration

Qualifications

Must Haves

• 3–5+ years of client-facing experience in account management, client services, or strategic relationship roles
• Proven ability to engage with decision-makers and executives in a consultative, value-driven manner
• Strong communication and interpersonal skills—both verbal and written
• Ability to manage competing priorities and deadlines while maintaining attention to detail
• Comfort with technology concepts, IT services, or willingness to learn deeply about tech environments
• Experience facilitating meetings, presenting ideas, and guiding strategic conversations
• Demonstrated success working cross-functionally within a team-oriented organization
• Familiarity with CRM systems, documentation tools, and productivity platforms
• A mindset aligned with continuous improvement, trust-building, and client advocacy
• Applicants must live within driving distance to support clients, onboarding, and ongoing team integration

Benefits

• A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books
• 3 weeks of PTO (4 weeks after 2 years) per year
• A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years
• Health, Dental, and Vision Insurance
• Disability Insurance
• Group and Supplemental Life Insurance
• Paid Family Leave
• 401(k) with 3% match
• Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
• Paid Volunteer Time Off
• Team Profit Sharing
• Nearly unlimited flexibility to work remotely
• Team meetings and all-staffs in person
• Each team member can choose their own balance of home and in-office work