About American Technology Services (ATS) American Technology Services (ATS) has been a trusted technology partner since 1994, serving clients ranging from startups to financial institutions, professional firms, associations, and government contractors. With headquarters in Fairfax, VA, Atlanta, GA, and New York, NY, we offer a wide array of managed IT services, including cloud infrastructure, cybersecurity, compliance, software development, networking, privacy, and IT consulting. Our team’s deep expertise allows us to stay ahead of technological changes, consistently delivering reliable and fitted IT solutions that meet the evolving needs of modern organization

Position Overview As the Director of Client Management at ATS, you will play an important role in driving business growth and ensuring client satisfaction. This senior leadership position involves managing key client relationships, identifying business opportunities, and leading a team to deliver top-notch customer experience. You will be responsible for the strategic direction of the client management department, ensuring that ATS’ service offerings align with client goals and industry trends.

Key Responsibilities

• Lead a team of Client Managers, offering mentorship and constructive feedback while establishing clear professional development and success goals for both individuals and the team.
• Build and nurture a relationship strategy for ATS clients, ensuring their needs are met and exceeded.
• Develop and implement strategies to retain and expand business with existing clients.
• Monitor and analyze client satisfaction, making necessary improvements to maintain and improve ATS’ high standards.
• Analyze client data to identify alignment and uncover opportunities between client needs and the implemented technology solutions.
• Develop and implement strategies to retain and expand business with existing clients. 
• Ensure the team responds promptly to client issues and resolves them within the agreed-upon service level agreements (SLAs).
• Develop, implement, and standardize IT support policies, procedures, and address customer concerns effectively.
• Collaborate with third-party vendors and service providers to resolve technical issues. 
• Continuously review team performance, improving processes and procedures to enhance customer service delivery  
• Collaborate with broader teams to ensure compliance with company standards and best practices.
• Engage in collaboration between business stakeholders, IT teams, and external partners to ensure client success.
• Handle additional responsibilities as required, including special projects, initiatives, or tasks aimed at enhancing client services or optimizing internal processes regarding client experience.
• Travel required up to 20%
• Additional requirements may exist if offer of employment is extended

Required Skills and Qualifications

• Bachelor’s degree in Business, Marketing, or a related field, or equivalent work experience.
• 10+ years of client or account management experience, with a track record of driving revenue growth.
• Exceptional leadership and team management skills.
• Strong communication and interpersonal abilities, with experience working with executive-level clients.
• Analytical mindset, with the ability to use client data to inform strategic decisions. 
• Familiarity with internal IT systems and data analysis tools.
• Experience in managed IT services, cybersecurity, or a related technology field is highly desirable.

Key Attributes

• Client-first mindset with an ability to understand and anticipate client needs.
• Strategic thinker with a focus on delivering value and growing long-term client relationships. Business acumen and a proactive approach to identifying new opportunities.
• A natural leader, capable of guiding and inspiring a team to achieve client management goals.

Why Join ATS At ATS, we value innovation, client success, and professional development. As part of our team, you’ll have the opportunity to work with industry-leading professionals, contribute to exciting IT projects, and build meaningful client relationships. We cultivate a collaborative environment

All your information will be kept confidential according to EEO guidelines.