Strategic Account Advisor

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

📋 Description

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

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

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

• Conduct regular risk assessments to foresee and resolve client satisfaction concerns while managing overall risk levels.

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

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

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

• Keep track of 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 under existing maintenance and support agreements.

• Oversee the proper design and execution of client agreements, maximizing agreement utilization and gross margins.

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

• Address the repercussions of work not executed as anticipated.

• Ensure that requests are handled within SLA targets.

• Document and monitor work, customer interactions, and pertinent customer data in real-time within ConnectWise.

• Achieve assigned metrics and KPIs.

• Undertake 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 influencing 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 interpersonal communication, customer service skills, and de-escalation abilities are required.

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

• Strong collaborative skills.

• Understand and embrace concepts of accountability and ownership.

• Attention to detail and effective time management skills.

• Strong customer service orientation and clear phone communication.

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

• Familiarity with computer hardware and software, including common network concepts and 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.