Option One Technologies | Senior Client Relationship

3 days ago

boston, United States Option One Technologies Full time

Who are we? 


Option One Technologies is a next-generation managed IT and cloud platform that democratizes the best-in-class technology for financial services and institutions.  


Founded in 2019 by alumni from the Boston-based hedge fund Highfields Capital Management, our mission is to make innovative solutions accessible to all enterprises, whether established or emerging. We align technology with client success through robust security, efficient management, and dedicated support. 


The Client Relationship Manager (CRM) and Project Manager (PM) is a high-impact, hands-on, technical leadership role responsible for delivering our IT-managed services to a portfolio of client accounts with the support of a dedicated technical team. In this role, you will manage customer relationships and expectations, liaise with internal communities and stakeholders to ensure customer success, and spearhead projects to modernize client infrastructure. 


Role Description 

  • Oversee technology services for a portfolio of Option One Technologies clients. 
  • Effective, efficient resolution of customer (internal) problems/issues, leveraging OOT resources and engineers 
  • Assist with challenging client requests or issue escalations as needed. 
  • Account management responsibilities include developing strong relationships with customers and connecting with key business executives and stakeholders. 
  • Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors. 
  • Collaborate with the sales team to identify and grow opportunities within the territory. 
  • Work with sales and other internal teams to develop strategic marketing plans and ensure KPIs are being met. 
  • Provides expert problem management support to difficult, high-profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit. 
  • Cooperating on building account plans and service strategies with customers. 
  • Achieving productivity improvements (KPI: Value for the customer, enhanced margin, and P&L performance) 
  • Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes. 
  • Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested. 
  • Participate in business meetings and provide general inputs on day-to-day improvements. 
  • Yearly and quarterly overview and strategizing with client 
  • Maintain strong client relationships and serve as a trusted strategic advisor leveraging scheduled, ad-hoc, and C-Level strategic meetings. 
  • Develop and maintain a deep functional knowledge of customers’ goals, technical challenges, business objectives, and critical infrastructure, and proactively mitigate risk within the environment. 
  • Provide client-based feedback to OOT management on new needs not currently addressed within the OOT Platform with a focus on continuous improvements and enhancements. 
  • Assist with client-facing budget forecasting, financial cost analysis reports, and documentation. 
  • Engage with the different client operations to ensure our services meet clients’ expectations and provide recommendations and overall reviews. Ensure both business and regulatory needs are being met. 
  • SOC/Compliance Services are being delivered as expected 
  • Helpdesk Services are being delivered as expected 
  • Etc… 
  • Enable clients to use latest technology trends surrounding Information Security and Cloud Services (IaaS/SaaS) 
  • Drive customer satisfaction through support case evaluation, task management, and recurring client engagement. 
  • Collaborate cross-functionally to ensure successful delivery of project implementations, migrations, and upgrades, which include mail system migrations, cloud site migrations, new office construction,s and new technology deployments. 
  • Hands-on support of client configurations as they pertain to in-house proprietary standards and best practices. 
  • Participate in vendor due-diligence exercises, security reviews, data integrity & availability services. 
  • Be accountable for client technical escalations and subsequent resolutions. Serve as a main point of contact and act as an escalation point to engineers. 


Who you are:  

  • Advanced knowledge of Microsoft Operating Systems such as Windows Server and Windows 10/11 
  • Administration experience with Public Cloud platforms with a focus in Microsoft 365 and Azure 
  • Experience in technical project management as applied to data/infrastructure migrations, relocations, major system upgrades, and new site deployments. 
  • Extensive experience in administration of e-mail platforms and security integrations such as Exchange Online and Google Workspace 
  • Proficient in incident response management during security events and high-priority escalations, as well as disaster recovery and business continuity activations. 


Benefits: 


  • Exposure to diverse and next-gen technologies 
  • Dental, vision, and medical insurance 
  • Workplace flexibility work from the office and remote 
  • Parental leave 
  • Employee referral program 
  • Positive and supportive office environment 
  • Courses and certifications are paid for by the company. 
  • End-of-year company performance bonus 
  • Generous PTO 

 

Why join Option One Technologies? 


We are a fast-growing company with plenty of growth opportunities. We are the evolution of MSPs, bringing a different approach to the industry. We maintain a high focus on our employees by providing all and any resources deemed useful for improving their interpersonal and technology skills. 

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