Customer SuccessStrategic IT Consultant

We are looking to hire a Customer Success/Strategic IT Consultant (SITC) who is passionate about delivering exceptional client experiences and ensuring they get the most out of their IT investments. The SITC is a highly visible client-facing role within our Managed Services this role you will build client relationships by acting as a customer advocate and liaison. The successful hire will achieve customer satisfaction through focusing on customer outcomes and strategic planning while balancing the scope of managed services. The SITC partners with Account Executives to assist in identifying sales opportunities works closely with internal support teams and works to enhance internal processes.

Some responsibilities include but are not limited to the following:

• Serves as a key point of contact for client decision makers and influencers and develops strong working relationships
• Manages the delivery of managed services to assigned clients ensuring that contract deliverables are met and the scope of service is maintained. Acts as a backup for colleagues as needed
• Acts as the clients advocate to build a strong relationship based on quality trust and customer satisfaction
• Facilitates the Post Incident Review process drives analysis of incidents development of findings and development of action items
• Tracks managed service scope and drives changes to billing managing processes for change orders and renewals to ensure accurate customer billing
• Provides recommendations on programs processes and resources to improve efficiency
• Monitors ticketing workflow to ensure important and outlier tickets are addressed
• Works with other internal teams to create and update technical standards deliver performance metrics/reporting and raise management awareness to reduce client risk and reactive support time
• Participates in project meetings with Professional Services and other teams as necessary
• All other duties as assigned

Skills:

• Self-starter/self-motivated and driven for success
• Exceptional listening communication and relationship skills to engage and service clients effectively
• Maintains a high level of professionalism and a courteous demeanor
• Understanding of business decision-making factors around technology; including risk mitigation budgeting and efficiency
• Experience working with diverse environments
• Negotiation and conflict management skills
• Effective critical thinking analytical and problem-solving skills to obtain business solutions
• Strong organizational multi-tasking detail-oriented and time management skills
• People Management/Supervisory aptitude
• Solid knowledge and proficiency with Microsoft Office products (Word Excel and PowerPoint)
• Strong documentation skills
• Adaptability to changing priorities as needed
• Maintains a high level of confidentiality
• Commitment to self and team constantly willing to learn grow and improve while also remaining humbly confident to coach peers

Education and Experience:

• Minimum of 5 years of professional experience in an IT services and/or IT account relationship management role MSP experience preferred
• General knowledge of IT infrastructure and operations utilized by small to mid-market organizations
• Bachelors Degree or equivalent work experience
• Completion of related-IT training preferred whether it be through a degree program or certification such as ITIL Foundation or PMP certification

Other:

• Valid drivers license and access to transportation preferred

If you thrive in a collaborative technology-driven environment and enjoy building lasting customer relationships wed love to hear from you! Join us and play a key role in supporting our clients success while growing your career. We offer competitive compensation and benefits packages including remote friendly medical/dental/vision 401(k) plan career path program employee appreciation events paid vacations/holidays and much more. Submit your resume on our careers site today to take your career to the next level!

Salary range: The total compensation for this role is estimated between $95000-$125000. Final offer will depend on experience qualifications location and other relevant factors.

Required Experience:

Contract