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Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Serve as the primary relationship manager for Integris' clients, fostering positive and trusting relationships.
- Provide strategic and impactful consultative services to enhance clients' IT experience, productivity, and network security; collaborate with other team members as needed.
- Facilitate Strategic Business Reviews (SBRs) with assigned clients to develop, review, or update technology strategy, budgets, and service delivery metrics.
- Conduct regular risk assessments to anticipate and address client satisfaction issues, managing overall risk levels within the client success team.
- Oversee all critical client communications, including project updates, handling major issues, and providing VIP interactions.
- Collaborate with Integris' technical team to understand day-to-day operations, analyze output, and make recommendations for operational adjustments.
- Promote growth of Integris' revenue by making recommendations that align products and services with client needs.
- Stay informed about market trends, competitor activities, and customer preferences to strategically position Integris' products or services.
- Ensure clients receive accurate quotes aligned with forecasting and annual goals.
- Work with clients to maintain hardware, software, and licensing under current maintenance and support contracts.
- Monitor and ensure proper design and implementation of client agreements, adhering to Integris' best practices and maximizing agreement utilization and gross margins.
- Deliver exceptional experiences to clients and end-users by verifying high-quality and efficient support.
- Understand and remediate the impact of work that has not been executed as expected.
- Ensure requests are addressed within SLA target.
- Ensure all work, customer interactions, and relevant customer data is documented and tracked in real-time in ConnectWise.
- Meet assigned metrics and KPIs.
- Any additional duties as assigned.
Requirements
What you’ll need- 3-4 years of experience in customer success or account management roles; experience in an IT/MSP environment preferred.
- Influential skills to identify cross-sell and upsell opportunities.
- Ability to perform in a fast-paced environment and pivot between differing tasks.
- Excellent written and verbal interpersonal communication, customer service skills, and de-escalation skills required.
- Ability to promote a positive company image to clients even during moments of tension.
- Strong collaboration skills.
- Understand and embrace accountability and ownership concepts.
- Attention to detail and time management skills.
- Strong customer service mentality and clear phone diction.
- Willing to learn recent technologies and concepts related to this role.
- Understanding of computer hardware and software, and common network concepts including cloud computing concepts.
Benefits
Comp & perks- Medical, Dental, and Vision Insurance
- 401K Retirement Plan
- Minimum 4 Weeks of Paid Time Off (PTO)
- Birthday PTO
- Paid Holidays
- Paid Time Off for Volunteering
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- Supplemental Insurance
- Employee Assistance Program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Client Relationship ManagementTechnology Strategy DevelopmentNetwork SecurityHardware and Software MaintenanceCloud Computing Concepts
Soft Skills
Influential SkillsCollaboration SkillsAttention to DetailTime ManagementCustomer Service Mentality