Strategic Account Advisor

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

📋 Description

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

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

• Conduct Strategic Business Reviews with assigned clients to develop, assess, or update technology strategies, budgets, and service delivery metrics.

• Perform regular risk assessments and manage overall risk levels within the client success team.

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

• Collaborate with the technical team to comprehend operations, analyze outputs, and suggest operational improvements.

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

• Keep an eye on market trends, competitor actions, and customer preferences to strategically position products and services.

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

• Maintain clients' hardware, software, and licensing as per current maintenance and support contracts.

• Monitor and ensure the proper design and implementation of client agreements, maximizing agreement utilization and gross margins.

• Validate high-quality and efficient support experiences for clients and end-users.

• Understand and address the impact of work that was not executed as anticipated.

• Guarantee that requests are handled within SLA targets.

• Document and track work, customer interactions, and pertinent customer data in real time in ConnectWise.

• Meet assigned metrics and KPIs.

• Carry out additional duties as assigned.

⛳️ Requirements

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

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

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

• Excellent written and verbal communication skills, customer service capabilities, and de-escalation techniques are essential.

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

• Strong collaboration skills are necessary.

• Understand and embrace concepts of accountability and ownership.

• Attention to detail and effective time management skills.

• Strong customer service mindset and clear phone communication.

• Willingness to learn about recent technologies and concepts relevant to this role.

• Understanding of computer hardware and software, alongside common 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.