Strategic Account Advisor

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

📋 Description

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

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

• Organize Strategic Business Reviews with designated clients to create, assess, or revise technology strategies, budgets, and service delivery metrics.

• Perform regular risk assessments to foresee and resolve client satisfaction concerns and manage overall risk levels within the client success team.

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

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

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

• Observe market trends, competitor actions, and customer preferences to strategically position Integris' offerings.

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

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

• Oversee and ensure the proper design and execution of client agreements, following best practices to maximize agreement utilization and gross margins.

• Provide outstanding experiences by confirming high-quality and efficient support.

• Understand and address the consequences of any work not carried out as expected.

• Ensure that requests are completed within SLA targets.

• Document and track all activities, customer interactions, and pertinent customer information in real-time using ConnectWise.

• Achieve assigned metrics and KPIs.

• Perform other duties as required.

⛳️ Requirements

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

• Persuasive skills to identify opportunities for cross-selling and upselling.

• Capability to thrive in a fast-paced setting and switch between various tasks.

• Exceptional written and verbal communication skills, strong customer service abilities, and de-escalation skills are essential.

• Ability to project a positive company image to clients, even in tense situations.

• Strong teamwork and collaboration skills.

• Understand and accept accountability and ownership principles.

• High attention to detail and effective time management skills.

• Strong customer service orientation and clear phone articulation.

• Eagerness to learn new technologies and concepts relevant to this position.

• Familiarity with computer hardware and software, and basic network concepts including cloud computing.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• 401K Retirement Plan.

• Minimum of 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.