What are the responsibilities and job description for the Client Development Manager position at Charles IT?
Exceptional Service, Endless Improvement, Passionate People, and Honest and Forthright. Guided by our values, we foster a culture of growth, balance, and belonging where every team member can thrive.
Due to continued growth, we are seeking a Client Development Manager to lead our vCIO function and elevate the strategic advisory experience across our client base. This role is responsible for developing high-performing vCIOs who operate as trusted advisors, ensuring clients receive proactive technology guidance, clear roadmaps, and measurable business outcomes.
Responsibilities
- Lead, coach, and develop the vCIO team through weekly team meetings, 1:1s, and ongoing mentorship
- Establish and enforce standards for QBRs, technology roadmaps, budgeting alignment, and client communication
- Review QBRs and roadmaps to ensure strategic quality, clarity, and alignment to client business goals
- Drive consistency in advisory delivery across all service pods
- Partner with Service Managers, Team Leads, and CSCs to ensure alignment between strategy and execution
- Identify and resolve gaps between advisory and service delivery
- Monitor client health, including MRR retention, NRR growth, and at-risk accounts
- Coach vCIOs on recovery strategies for at-risk clients
- Ensure proactive lifecycle planning drives strong project pipelines and client maturity
- Improve QBR templates, documentation standards, and advisory processes over time
- Audit CRM/PSA hygiene (ConnectWise Manage) for roadmaps, notes, and planning accuracy
- Participate in pod alignment discussions to resolve breakdowns and improve collaboration
- Identify training opportunities to strengthen business acumen, budgeting, and consultative skills
- Report on advisory performance, retention trends, and client experience metrics to leadership
- Prior experience as a vCIO, Technical Account Manager, or senior IT leadership role
- Strong understanding of managed services environments and service pod structures
- Proven ability to coach and develop client-facing advisors
- Deep experience with technology lifecycle planning, budgeting, and roadmap development
- Ability to translate business goals into clear, actionable IT strategy
- Strong communication, presentation, and executive-level conversation skills
- Experience driving client retention and identifying growth opportunities through strategic planning
- Highly organized with strong attention to detail in documentation and process consistency
Charles IT offers a competitive benefits program including Medical, Dental, Vision, Life, Disability, Paid Holidays, PTO, 401K, and bonuses. In addition, we offer free dry cleaning, a fully stocked break room, Friday team lunches, paid training, team-building outings every quarter, professional development and so much more!
Our Commitment to Inclusion:
Charles IT is committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected category. We welcome and encourage diverse perspectives.
The information contained in this job description is for compliance with the American with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties may be required.