Enterprise Strategic IT Consultant

Are you customer-focused and passionate about helping clients leverage technology to achieve their strategic goals If so we have a new opening on our Managed Services team for an Enterprise Strategic IT Consultant (ESITC) as we continue to grow.

This is a highly visible client-facing role and focused on building client relationships by acting as a customer advocate and liaison. The ESITC partners with Account Executives to assist in identifying sales opportunities works closely with internal support teams and acts as a leader of efforts to enhance internal processes. They are also the subject matter expert in Managed Services processes and provide coaching and mentoring to other members of the Customer Success team.

** Due to business needs this hybrid role is ideally suited for candidates in New England or New York where we maintain office locations **

Some responsibilities include but are not limited to the following:

• Manages the delivery of managed services to assigned clients including strategic clients with complex environments ensuring that contract deliverables are met and the scope of services is maintained. Acts as a backup and escalation point for colleagues as requested.
• Services as a key point of contact for client decision makers and develops strong working relationships
• Acts as the clients advocate building strong relationships based on quality trust and customer satisfaction
• Tracks managed services scopes and drives changes to billing managing processes for change orders and renewals to ensure accurate customer billing
• Provides recommendations on programs processes and resource improvements
• Monitors ticketing workflow to ensure important and outlier tickets are addressed
• Facilitates the Post Incident Review process drives analysis of incidents development of findings and development of action items participating and leading improvement activities that increase operational efficiency
• Works with other internal teams to create and update technical standards deliver performance metrics and raise management awareness to reduce client risk and reactive support time
• Participates in project meetings with Professional Services and other teams as requested
• Acts as a coach and mentor to other team members and advisor through delivery of strategic business reviews and navigation of customer satisfaction issues
• Acts as a consistent contributor in team meetings offering topics for review and learning topics leading discussions
• 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

Experience and Education:

• Minimum 10 years of professional experience in an IT services and/or IT account relationship management role
• General knowledge of IT infrastructure and operations utilized by small to mid-market organizations
• Bachelors Degree Required (Business/Communications Preferred)
• 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

Salary range: The compensation range for this role is expected to be $110000-$150000 annually. Final offer will depend on experience qualifications location and other relevant factors.

Required Experience:

Contract