Strategic Account Advisor

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

📋 Description

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

• Offer strategic and impactful consultative services to improve clients' IT experiences, productivity, and network security; collaborate with team members as necessary.

• Coordinate Strategic Business Reviews (SBRs) with designated clients to formulate, assess, or refresh technology strategies, budgets, and service delivery metrics.

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

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

• Partner with Integris' technical team to comprehend daily operations, evaluate outcomes, and propose operational enhancements.

• Drive the growth of Integris' revenue by suggesting product and service alignments with client needs.

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

• Ensure clients receive precise quotes that match forecasting and annual objectives.

• Collaborate with clients to sustain hardware, software, and licensing under active maintenance and support contracts.

• Oversee and guarantee the proper design and execution of client agreements, adhering to Integris' best practices and optimizing agreement utilization and gross margins.

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

• Recognize and rectify the impact of tasks that have not been performed as anticipated.

• Ensure requests are managed within SLA targets.

• Document and track all work, client interactions, and pertinent customer data in real-time using ConnectWise.

• Achieve assigned metrics and KPIs.

• Perform any additional tasks as required.

⛳️ Requirements

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

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

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

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

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

• Strong collaborative abilities.

• Understand and embody accountability and ownership principles.

• Attention to detail and effective time management skills.

• Strong customer service mindset and clear telephone communication.

• Eagerness to learn about the latest technologies and concepts relevant to this role.

• Knowledge of computer hardware and software, along with common network concepts including cloud computing.

🏝️ 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