Strategic Account Advisor

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

📋 Description

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

• 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 revise technology strategies, budgets, and service delivery metrics.

• Perform regular risk assessments 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 gain insights into daily operations, analyze outputs, and suggest operational enhancements.

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

• Keep an eye on market trends, competitor actions, and customer preferences to effectively position Integris' offerings.

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

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

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

• Confirm high-quality and efficient support while delivering outstanding client and end-user experiences.

• Comprehend and address the repercussions of work that has not been executed as intended.

• Ensure that requests are managed within SLA targets.

• Document and monitor work, customer interactions, and pertinent customer data in real-time using 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 skills in identifying cross-sell and upsell opportunities.

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

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

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

• Strong collaboration abilities.

• 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, as well as 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.