Strategic Account Advisor

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

📋 Description

• Act as the main relationship manager for Integris' clients, building positive and trust-based relationships.

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

• Lead 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 challenges, managing overall risk levels within the client success team.

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

• Collaborate with Integris' technical team to grasp daily operations, evaluate output, and suggest operational improvements.

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

• Keep track of market trends, competitor activities, and customer preferences to effectively position Integris' offerings.

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

• Manage client hardware, software, and licensing under existing maintenance and support contracts.

• Monitor and guarantee appropriate design and execution of client agreements, adhering to best practices to maximize agreement utilization and gross margins.

• Verify that clients and end-users have high-quality and efficient support experiences.

• Address the repercussions of work that has not been carried out as expected.

• Ensure requests are resolved within SLA targets.

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

• Achieve assigned metrics and KPIs.

• Carry out additional responsibilities as required.

⛳️ Requirements

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

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

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

• Exceptional written and verbal communication skills, along with customer service and de-escalation abilities.

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

• Strong teamwork and collaboration skills.

• Comprehend and embody concepts of accountability and ownership.

• Keen attention to detail and proficient time management abilities.

• Robust customer service mindset and clear phone etiquette.

• Eagerness to learn about recent technologies and concepts relevant to this position.

• Knowledge of computer hardware, software, and basic network concepts, including cloud computing principles.

🏝️ 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.