Strategic Account Advisor

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

📋 Description

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

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

• Conduct Strategic Business Reviews with assigned clients to formulate, assess, or refresh technology strategy, budgets, and service delivery metrics.

• Perform regular risk assessments and oversee overall risk levels within the client success team.

• Manage critical client communications, including project updates, significant issues, and VIP interactions.

• Work closely with the technical team to comprehend operations, analyze outputs, and suggest operational modifications.

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

• Keep track of market trends, competitor activities, 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 in accordance with current maintenance and support contracts.

• Supervise and ensure the proper design and implementation of client agreements, maximizing utilization and gross margins.

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

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

• Guarantee requests are handled within SLA targets.

• Document and track tasks, 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.

• Influential 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 communication skills, customer service capabilities, and de-escalation techniques are essential.

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

• Strong collaboration skills.

• Comprehend and embrace concepts of accountability and ownership.

• High attention to detail and effective time management skills.

• Strong customer service mindset and clear phone diction.

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

• Understanding of 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.