Strategic Account Advisor

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

📋 Description

• Act as the main relationship manager for Integris' clients, nurturing positive and trusting partnerships.

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

• Conduct Strategic Business Reviews with designated clients to establish, assess, or refine technology strategies, budgets, and service delivery metrics.

• Perform regular risk assessments to foresee and resolve client satisfaction challenges and manage overall risk levels within the client success team.

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

• Work alongside the technical team to comprehend daily operations, evaluate output, and suggest operational enhancements.

• Drive Integris' revenue growth by aligning products and services with the needs of clients.

• Keep an eye on market trends, competitor activities, and customer preferences to strategically position products or services.

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

• Manage client hardware, software, and licensing under current maintenance and support agreements.

• Oversee and ensure the appropriate design and execution of client agreements, adhering to best practices and maximizing agreement utilization and gross margins.

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

• Recognize and address the implications of work not completed as expected.

• Ensure requests are resolved within SLA targets.

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

• Achieve assigned metrics and KPIs.

• Perform additional responsibilities as required.

⛳️ 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.

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

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

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

• Strong collaboration abilities.

• Comprehend and embrace concepts of accountability and ownership.

• Attention to detail and effective time management skills.

• Strong customer service mindset and clear phone communication.

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

• Familiarity with 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