The primary objectives of the Client Technology Advisor (CTA) are to document client technology and maintain its alignment with XPERTECHS standards. As part of the Client Services division, the role works closely with Client Success Managers (CSM) and the Client Strategy group to fulfill the division’s mission to ensure each client receives the best service, support, and experience XPERTECHS can provide. The role interacts with all XPERTECHS resources to provide support, insight, and understanding of client technology.

Roles & Responsibilities

The Client Technology Advisor is responsible for creating and maintaining client technology documentation. This occurs during client onboarding, professional services projects, technology moves, adds, and changes, standards updates, and routine reviews.

Regular review and assessment of client technology according to XPERTECHS standards and client lifecycle management will be conducted by the CTA. Findings and recommendations to align or otherwise improve client technology must be documented and communicated routinely by the CTA to the CSM and virtual Chief Information Officer (vCIO) roles.

The Client Technology Advisor will be tasked with implementing standards through configuration of client technology. This can include stand-alone work or work in cooperation with other skilled resources.

The CTA will regularly meet with the Client Services team to discuss issues, strategy, outcomes, plans, and service performance.

Recognition of patterns of issues or opportunities for improvement of standards across clients is expected of the CTA.

A methodical understanding of and approach to the work is required of the CTA. The current state of a client’s technology stack, including reviews, assessments, and recommendations must always be documented and available for reference.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Essential Duties and Responsibilities

• Document client technology through standardized discovery techniques, including remote discovery, client interview, and onsite survey.
• Maintain alignment of client technology to XPERTECHS standards through routine reviews and assessments.
• Participate in the development of standards through the operations of a Standards Committee.
• Implement standards through configuration of client technology. 
• Maintain the client roadmap by advising and consulting with the CSM and vCIO roles.
• Inform and advise the vCIO role on the state of their clients and assist in preparation of regular client Technology Business Reviews.
• Provide client specific technical support to the Client Success group, including serving as a technical resource in client meetings.
• Provide client specific technical support to all XPERTECHS groups, including Service Desk, Escalations, NOC, SOC, Professional Services, and Procurement.

Knowledge, Education and Experience

• Bachelor's degree or higher strongly preferred.
• 3+ years’ recent experience with network and systems administration required.
• 3+ years’ recent experience with technology consulting to the small or mid-sized business market required.
• Business process experience required.
• Experience and comfort working in a fast-paced environment.
• Intermediate or better understanding of technologies used by our clients, including but not limited to Windows Operating Systems, Personal Computers, Server Infrastructure, Network Infrastructure, Identity and Access Management, Microsoft Cloud Stack (365, Exchange, Entra, SharePoint, Teams, Azure), Firewalls, Wireless, VPN, VoIP, and Print/Copy/Scan.
• Strong business-centered technical knowledge and understanding of industry best practices, frameworks, and standards including but not limited to ITSM, ITIL, CIS, and NIST.

Skills and Abilities

• Excellent oral and written communication skills.
• Comfort and confidence in face-to-face interactions with senior leadership positions internally and externally.
• Strong ability to manage time effectively in a dynamic environment.
• Good analytical and problem-solving skills.
• Ability to independently perform at a high level with minimal supervision.
• Ability to work and collaborate seamlessly with an integrated team comprising all aspects of IT Managed Services.

Physical Demands

While performing the duties of this job, the employee is regularly required to communicate with and present information to others and access information using a computer for several hours at a time. Employees must have mobility throughout the office and may occasionally drive to other service locations. 

Emotional Demands

The Client Technology Advisor must be emotionally mature and be able to handle difficult and complex client and work-related situations. Candidates must possess strong problem solving, conflict resolution, and interpersonal skills. They must be self-driven and possess a positive mental attitude. 

Client Relationship Management

The Client Technology Advisor helps to build and maintain relationships with clients, applies knowledge to the business and provides personalized, value-added service. The CTA demonstrates willingness to meet or exceed needs of clients by pursuing improved courses of action, delivers products and services that best serve client needs, uses client feedback as a basis for improving service, and performs necessary follow-up work without being prompted.

Collaboration / Teamwork

The Client Technology Advisor creates commitment to common goals, identifies competing interests, and finds ways to balance them. The CTA values contributions of all team members and other constituencies, values team accomplishments over individual accomplishments, leverages others’ strengths and experiences to achieve team goals, co-operates with colleagues, and shares resources.