Strategic Account Advisor

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

📋 Description

• Act as the main point of contact for Integris' clients, building positive and trust-based relationships.

• Offer strategic and impactful consulting services to improve clients' IT experience, 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, major issues, and VIP interactions.

• Collaborate with Integris' technical team to understand daily operations, analyze outcomes, 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.

• Ensure accurate quotations are in line with forecasting and annual objectives.

• Maintain clients' hardware, software, and licensing under active maintenance and support agreements.

• Monitor and ensure the proper design and execution of client agreements.

• Provide outstanding experiences by ensuring high-quality and efficient support.

• Address the impact of work that has not been executed as anticipated.

• Ensure that requests are handled within SLA targets.

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

• Meet assigned metrics and KPIs.

• Undertake additional responsibilities as needed.

⛳️ Requirements

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

• Strong 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 abilities, and de-escalation techniques are essential.

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

• Strong abilities in collaboration.

• Comprehend and embrace concepts of accountability and ownership.

• Attention to detail and effective time management skills are crucial.

• Strong customer service orientation and clear phone communication skills.

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

• Knowledge of computer hardware, software, and 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.