Who We Are:
We are a privately owned leading Managed IT Services company (Managed Service Provider). Since 1997 we have specialized in providing managed IT services and managed security services for our clients. which are made up of small to medium-sized enterprises. We are looking for highly passionate individuals to join our team to help and drive the growth and success of our company.
Who You Are:
A seasoned IT professional who has experience working with consulting teams in an MSP environment and managing and supporting small to medium-sized clients. You stand out among other candidates because you possess strengths with key client relationship characteristics from communication to management of client support tickets, projects, schedules, and client KPIs. You have a proven track record of dealing directly with and taking full responsibility/ownership of client relationships and can easily evaluate the customer’s needs and work with ICE’s internal engineering teams to provide the right solutions.
So here is the Job:
This position will be located at our corporate offices in Lahore, Pakistan the Client Success Manager is responsible for working with our customer to understand the customer’s IT needs and building a strong relationship with the customer. The role requires the ability to pull detailed data, analyze it, and provide recommendations based on their understanding of the processes, people and/or system(s) they are working with. You will identify problematic areas and help implement strategic solutions. Work with ICE internal engineering teams to ensure that the customer’s IT infrastructure is secured and running based on customer’s organizational policies. You are the customer’s point of contact for everything regarding your customer, including all support services (desktop, network, and systems). Your professional disposition is always positive and you champion client success at all levels of the organization. Your job scope will fluctuate based on the customer’s business needs.
Requirements
Qualifications
- 6-11 years’ experience (Ideally, 4+ yrs with a premier Business or Technology consulting company) and directly working with customers.
- Bachelor’s Degree in computer science or 5+ years of exp. of BS/BA or Equivalent
- Experience w/ ticketing & quotation Apps i.e., Connect Wise and QuoteWerks or similar
- Experience in technical management, information analysis and of computer hardware/software systems
- Proficient w/MS Office Suite, Project, Visio, Excel, PP, Outlook, Internet, and Intranet
- Excellent organizational skills, multi-task and prioritize in a fast-paced office environment
- Ability to exercise sound decision-making, good initiative, positive and upbeat attitude.
- Attention to detail and high level of accuracy while performing job duties.
- Maintain, organize documentation on file servers in a concise and methodically manner
- Excellent overall communication skills, able to provide a high level of customer service.
- Ability to work collaboratively and professionally with the customer, internally, vendors or others.
- Ability to perform under pressure and can interact effectively with clients
Nice to Have
- Proven track record of building/maintaining client relationships
- Strong Data, CRM, Cloud or Digital project experience
- Demonstrated Adaptability - Ability to drive forward in ambiguous environments
- Experience working in regulated industries (E.g., Fin Serv, Healthcare, Life Sciences)
Benefits
Excellent company benefits including health insurance, PTO, 401(K) with company match and bonus plan.
Skills Required
- 6-11 years of professional experience, ideally including 4 or more years with a premier business or technology consulting company and direct customer interaction
- Bachelor's degree in Computer Science, or equivalent experience; alternatively, 5 or more years of experience with a BS/BA-equivalent background
- Experience with ticketing and quotation applications such as ConnectWise and QuoteWerks or similar tools
- Experience in technical management, information analysis, and computer hardware and software systems
- Proficiency with Microsoft Office Suite, Project, Visio, Excel, PowerPoint, Outlook, Internet, and Intranet tools
- Excellent organizational skills and ability to multitask and prioritize in a fast-paced office environment
- Sound decision-making, initiative, and a positive, upbeat attitude
- Strong attention to detail and accuracy
- Ability to maintain and organize file-server documentation concisely and methodically
- Excellent communication skills and ability to provide high-quality customer service
- Ability to collaborate professionally with customers, internal teams, vendors, and other stakeholders
- Ability to perform under pressure and interact effectively with clients
- Proven track record of building and maintaining client relationships
- Strong data, CRM, cloud, or digital project experience
- Demonstrated adaptability and ability to work in ambiguous environments
- Experience working in regulated industries such as financial services, healthcare, or life sciences
What We Do
FirmaTRUST (formerly ICE Consulting) provides AI-driven managed IT, cybersecurity, and compliance services to organizations worldwide. It can serve as a fully outsourced IT department, a 24/7/365 security operations center, or a strategic compliance and risk advisor. With particular expertise supporting biotech and life sciences, the company combines proactive technology management, threat detection, and human support to help clients keep their IT environments secure, reliable, and compliant.
