Strategic Account Advisor

This is a fully remote position, open to applicants in California.

📋 Description

• Act as the main relationship manager for Integris' clients, nurturing positive and trustworthy relationships.

• Deliver strategic and impactful consulting services to improve clients' IT experiences, productivity, and network security.

• Organize Strategic Business Reviews with assigned clients to formulate, assess, or modify technology strategies, budgets, and service delivery metrics.

• Conduct regular risk assessments to foresee and resolve client satisfaction challenges, managing overall risk levels within the client success team.

• Manage essential client communications, including project updates, significant issues, and VIP interactions.

• Collaborate with Integris' technical team to comprehend daily operations, analyze outcomes, and suggest operational changes.

• Drive Integris' revenue growth by aligning products and services with client requirements.

• Keep an eye on market trends, competitor activities, and customer preferences to strategically position Integris' offerings.

• Ensure that clients receive accurate quotes that align with forecasting and annual objectives.

• Maintain client hardware, software, and licensing under existing maintenance and support agreements.

• Oversee and ensure proper design and implementation of client contracts, adhering to Integris' best practices to maximize agreement utilization and gross margins.

• Provide exceptional experiences to clients and end-users by ensuring high-quality and efficient support.

• Recognize and address the effects of work not executed as expected.

• Ensure that requests are handled within SLA targets.

• Document and monitor all work, customer interactions, and relevant customer information in real time within ConnectWise.

• Meet assigned metrics and KPIs.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• 3-4 years of experience in customer success or account management roles; experience in an IT/MSP environment is preferred.

• Strong skills to identify cross-sell and upsell opportunities.

• Ability to thrive in a fast-paced environment and switch between various tasks efficiently.

• Excellent written and verbal communication skills, customer service abilities, and de-escalation skills are required.

• Capacity to maintain a positive company image to clients even during challenging situations.

• Strong collaboration abilities.

• Comprehend and embrace concepts of accountability and ownership.

• Attention to detail and effective time management skills.

• Strong customer service orientation and clear phone communication.

• Willingness to learn about recent technologies and concepts related to this position.

• Understanding of computer hardware and software, as well as common network concepts including cloud computing principles.

🏝️ Benefits

• 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.