Strategic Client Success Partner for Tech Services

Gordon Flesch Company; Madison (WI); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical

Dental

401(k) match

Wellness program

Vacation time

Personal time

Job summary

Gordon Flesch Company in Madison, WI seeks a Client Success Specialist to ensure clients realize maximum value from Elevity's technology management services. You will partner with clients post-sale, drive renewals and expansions, and coordinate with technical teams to deliver proactive service and measurable outcomes.

Responsibilities include building strong relationships, conducting quarterly business reviews, monitoring SLAs, and maintaining accurate records in CRM/PSA.

Qualifications

• 2-3 years of experience in client success, account management, or IT service delivery - preferably in a B2B environment.
• Strong understanding of IT infrastructure, cloud services, and cybersecurity.
• Excellent communication and presentation skills, both written and verbal.
• Excellent relationship-building skills with both client contacts and internal team members.
• Proficiency with CRM tools (e.g., HubSpot, Salesforce) and ticketing systems (e.g., ConnectWise, Autotask).

Responsibilities

• Serve as the primary point of contact and key resource for assigned clients post-sale.
• Own resolutions through to completion.
• Maintain a proactive and strategic approach to identifying and assisting clients with their technology needs.
• Build and maintain strong, long-term relationships with key stakeholders.
• Conduct regular client check-ins, including the coordination and leading strategic business reviews (SBR) and monthly sync calls.
• Monitor service delivery performance and ensure SLAs are met.
• Identify upsell opportunities and collaborate with vCIO's on renewals and expansions.
• Track client health metrics and proactively address risks of churn.
• Lead the renewal process by preparing and coordinating all necessary documentation including pricing, contracts, and scope changes - for new opportunities, service updates, and client renewals within assigned account base.
• Maintain accurate records in CRM/PSA and client success platforms.
• Develop strong working relationships with team members in other areas of the organization to ensure positive client experiences and to address issues when they arise.
• Coordinate with technical teams to resolve client issues by scheduling the appropriate resources and ensuring timely, complete resolution for all concerns within client environments.
• Maintain and continuously enhance knowledge of Elevity's product offerings as well as industry developments and trends.
• Track and assist with scheduling delivery and installation of ordered equipment and services.
• Act as the voice of the client internally, advocating for their needs and priorities.
• Audit client billing as needed and resolve any invoicing concerns.
• Maintain company and client confidentiality.
• Miscellaneous job duties as assigned.
• Work with team members in other markets to cover vacations or support overflow to ensure excellent client service.

Skills

CRM proficiency

Client relationship management

Communication skills

IT infrastructure knowledge

Problem-solving

Multitasking

Presentation skills

Travel readiness

Education

High school diploma

Tools

HubSpot

Salesforce

ConnectWise

Autotask

Job description

Gordon Flesch Company in Madison, WI seeks a Client Success Specialist to ensure clients realize maximum value from Elevity's technology management services. You will partner with clients post-sale, drive renewals and expansions, and coordinate with technical teams to deliver proactive service and measurable outcomes.

Responsibilities include building strong relationships, conducting quarterly business reviews, monitoring SLAs, and maintaining accurate records in CRM/PSA.