Client Services Manager

Job Title: Client Services Manager
Company: Online Tech, LLC
Location: Flint, Michigan

Market Overview: InfoPro Research shows the hosting and cloud computing market will grow to 340% of its current size by 2020. Online Tech, one of the Midwest’s leading hosting providers, is poised to take advantage of this significant growth. Online Tech is a leader in secure, compliant, enterprise-class hosting. We deliver a full range of hosting solutions from colocation to private cloud computing from our five audited data centers across the Midwest.

Job Overview: The Client Services Manager is responsible for the people, processes, and systems for client server deployments, client support, and client communications at our data centers.

What We’re Seeking: A highly energetic “A” player who creates a win-win environment with highly developed technical, people, analytical, and leadership skills. Our ideal Client Services Manager will fully engage by contributing great ideas and maintaining the highest standards of accountability and client focus to help us build one of Michigan’s success stories. This position is based at our Flint data center, with frequent time spent at our other data centers (Ann Arbor, Westland) and Ann Arbor headquarters facilities (mileage is reimbursed). This is a full-time exempt (salaried) position working in one of our three data centers, reporting to our Senior Director of Client Services and responsible for the budget, people, process and systems for client deployments, support, and communications for services delivered at five data centers, including managing a 24/7 staff of eight staff and growing.

Position Responsibilities:

  • Measure, analyze, and report on NPS (Net Promoter Score) data
  • Recruit, train, and retain 24/7 staff for support desk
  • Perform quarterly/yearly employee evaluations
  • Lead the Incident and Major Incident management process
  • Test and plan activities of the crisis response team
  • Maintain PCI audit requirements
  • Manage the client help desk process
  • Coordinate client communications for maintenance windows, incidents, regular operations, and updates
  • Work with product developers to create and maintain deployment punch lists for new products
  • Work with Product Management and team to ensure new products can be properly deployed and supported
  • Provide feedback to product team members as needed
  • Manage staff according to Online Tech’s standard processes and procedures (“OT Way”)
  • Perform other duties as required to help the Online Tech team achieve its objectives

Required Skills and Background:

  • At least ten years of overall experience in a technology field closely related to our work
  • Minimum three years of experience managing client-facing technical staff such as a help desk, including budget responsibility
  • Demonstrated success working directly with clients performing network (Cisco) and computing services (servers, storage, cloud)
  • Passionate about delivering a solid client experience
  • Desire to be a part of the fast-paced, high-energy entrepreneurial experience
  • U.S. citizenship or lawful permanent U.S. residency required

Desired Skills and Background:

  • Experience working in a hosting environment
  • Familiarity with client onboarding expectations
  • Four-year degree in a related field (computer science, engineering) or equivalent

Key Measures of Success:

  • NPS (Net Promoter Score) measurements
  • Client satisfaction
  • Employee retention

Compensation: Competitive base salary plus bonus, 401(k), health insurance, and other benefits

If you are interested in this position, please send your resume with salary requirements to This email address is being protected from spambots. You need JavaScript enabled to view it..

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