What are the responsibilities and job description for the Client Services Manager position at Mainstay Technologies, Inc.?
Do you thrive at developing relationships by providing exceptional value? Mainstay Technologies is looking for a compassionate, confident, and experienced professional with excellent interpersonal skills to fill the role of Client Services Manager (CSM). As a trusted partner, you’re responsible for building strong relationships with existing and new clients by bridging the technical team to their business. As a dedicated CSM, you lead the relationship with the client’s primary contact by understanding their unique needs and aligning services. This role is critical to ensuring a smooth service delivery process by facilitating issue resolution, proposal acceptance and onboarding, and agreement renewals.
Adhering to Mainstay’s quality standards, the CSM strives to have a positive impact by enabling the success of our client’s organization through exceptional IT and information security services. Success in this highly visible role means being comfortable speaking with large groups while having confidence gained from the technical knowledge required to guide internal teams.
What you will be doing:
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.
What you should be like:
You thrive on building genuine relationships and earning trust through clarity, empathy, and follow-through. You have a high level of emotional intelligence and can skillfully navigate complex situations, advocating for both the client and internal teams.
You’re energized by collaboration, strategic conversations, and seeing your clients succeed.
You’re naturally curious, eager to understand each client’s unique business, and committed to offering value through thoughtful engagement. In fast-paced moments, you remain calm, focused, and grounded in professionalism.
You believe in proactive communication, continuous learning, and delivering service with integrity. You bring a sense of ownership to your work and find purpose in contributing to a bigger mission.
Technical Qualifications and 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
About Mainstay
Mainstay Technologies - IT you trust from a team you enjoy. Mainstay Technologies provides a full IT and Information Security department to small and medium-sized businesses in the northern New England area. As a company in the Best Companies to Work For Hall of Fame, we believe in using the power of technology and of business to help people flourish. This translates to a culture of caring, high-ownership teammates who work hard, enjoy each other immensely, and turn off the work at the end of the workday, to focus on what matters more than work.
It is our commitment to people that makes us who we are. We love what we do, and we love who we do it with. We are driven by our mission: to give more than we get. People are always the ends, never the means. In addition to being a Best Company to Work For, we have also been recognized for Coolest Companies for Young Professionals, “Best of Business” for Managed IT Services and Cyber Defense Strategies, and the Torch Award for Marketplace Ethics. We have made the Inc. 500 | 5000 List for fastest growing small businesses 5 times.
Benefits
This is a full time, salaried position with a full benefits package, including:
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
Location
We believe in Work-from-Anywhere AND in the value of in-person relationships. We provide nearly unlimited flexibility to work remotely, but we do hold team meetings and all-staffs in person. We also maintain a beautiful office in Manchester, NH, and a satellite office in Laconia, and we encourage each team member to choose their own balance of home and in-office work, that maximizes wellbeing. We do encourage all teammates to come in weekly, but it is not required. Applicants must live within driving distance to support clients, onboarding, and ongoing team integration.
Application
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