Customer Success Representative

Brite; Town of Victor (NY); Sur place; USD 65 000 - 80 000; Plein temps

Avantages offerts par ce poste

Equal opportunity employer

Résumé du poste

Brite seeks a Customer Success Representative to build and maintain strong client relationships, ensuring installed systems perform at or above best practices. You will handle planning, budgeting data, and ensure client infrastructure remains current and secure through effective coordination with technical teams.

The role requires knowledge of Windows Server, Firewalls, Microsoft 365, and Azure, plus strong organizational and communication skills to manage ongoing client interactions.

Qualifications

• Bachelor's degree preferred.
• Minimum 2 years in IT or MSP role.
• Strong knowledge of Microsoft 365, Azure, Windows Server.
• Excellent written and verbal communication.
• Ability to travel as needed.

Responsabilités

• Develop and maintain relationships with assigned clients and ensure services meet best practices.
• Schedule monthly reviews and analyze reports for client success.
• Identify gaps and improvements in networks, servers, Microsoft 365, Azure, and cybersecurity.
• Create internal tickets for environment enhancements and opportunities.
• Coordinate with stakeholders to communicate findings and resolve issues.
• Maintain documentation from onboarding through ongoing hygiene and updates.
• Attend regular service meetings and trainings.

Connaissances

Customer relations

Communication

Organizational skills

Problem solving

Teamwork

Independent work

Change management

Travel availability

Formation

Bachelor's degree preferred

IT certifications preferred

Outils

MSP Tools

PSA systems

RMM platforms

Microsoft 365

Description du poste

Job Summary

The Customer Success Representative (CSR) is responsible for developing and maintaining a successful relationship for their assigned Clients. The CSR is the face of Brite for our managed IT Clients and is required to be forward thinking, confident, well organized and can handle difficult conversations. The daily duties of CSR's are to ensure the technologies that Brite puts in place for our clients are performing as expected, configurations of those technologies are at or exceeding our best practices and that planning/budgeting data is being gathered to help keep the client's infrastructure up-to-date and secure. CSRs should have a technical understanding of common Information Technology hardware and software for example Windows Servers, Firewalls, Microsoft 365, and Azure.

Essential Functions

• Responsible for preparing and analyzing reports that highlight the services the customer has purchased from Brite.
• Schedule monthly reviews with clients to review reports and helpdesk statistics.
• Identifying gaps or improvements needed for networks, server hardware & operating systems, Microsoft 365, Azure, and cybersecurity. This includes the lifecycle management of the solution, configuration and budgeting of the project.
• Create internal service tickets or opportunities that document the enhancements that should be made in the customer's environment.
• Quote and purchase the common technologies within customers environments, such as laptops, desktops, network equipment, software licensing, etc.
• Meet with Strategic Technical Consultants, Customer Success Manager, Service Delivery Managers & Project Managers to communicate findings for outstanding client issues.
• Update and maintain accurate details/procedures in documentation repository starting with new customer onboarding through continual customer hygiene.
• Prepare for and attend weekly service meetings, daily huddle meetings and regularly scheduled Standards & Alignment meetings.
• Consistent with follow through on findings to ensure issues are being completed or recommended.
• Attend company sponsored service and product training events.
• Participate in vendor certification programs.

Other Duties

• Accomplishes all other duties and tasks as appropriately assigned or requested.

Education & Experience

• Strong background in Information Technology with high level of detail, organization, and communication skills.
• Bachelor's degree preferred.
• Knowledge in PSA, RMM, and other MSP Tools.
• IT certifications preferred (A+, Server+, Security+, Microsoft)
• Minimum of 2 years of experience as a Systems Administrator, IT Manager or in service delivery or an equivalent combination of education and experience sufficient to successfully perform the essential duties.

Knowledge, Skills & Abilities

• Must have an understanding with Microsoft 365, Azure, Windows Servers, installing and maintaining computer hardware, operating systems, networks, and software applications in a business setting.
• Ability to adapt changes in Customer behavior due to outstanding issues.
• Ability to teach others.
• Strong and formal written and verbal communication skills.
• Ability to handle stressful situations in a congenial manner.
• Excellent organization and administrative skills.
• Ability to plan and prioritize to achieve a defined objective.
• Ability to review processes and recommend changes through a change management process.
• Attention to detail.
• Ability to travel as needed.
• Ability to audit and find technical discrepancies.
• Ability to work independently or as a team.

Brite is proud to be an equal opportunity employer.

Compensation: $65,000 - $80,000 annually, based on experience.