Strategic IT Account Advisor: Client Success & Growth

Integris; New York (NY); Hybride; USD 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Dental Insurance

Vision Insurance

401K

PTO 4 weeks

Birthday PTO

Holidays

Volunteer PTO

Disability Insurance

Life Insurance

Supplemental Insurance

Employee Assistance Program

Résumé du poste

Integris is seeking a Strategic Account Advisor to lead client relationships, deliver strategic IT consulting, and enhance security and productivity for our diverse client base. You will collaborate with the technical team to assess solutions and drive value across engagements.

The role emphasizes proactive account management, cross-functional collaboration, and delivering measurable outcomes for clients while upholding ConnectWise workflows and SLA commitments.

Qualifications

• 3-4 years of experience in customer success or account management roles; experience in an IT/MSP environment preferred.
• Excellent written and verbal interpersonal communication, customer service skills, and de-escalation skills required.
• Ability to promote a positive company image to clients even during moments of tension.
• Understand and embrace accountability and ownership concepts.
• Attention to detail and time management skills.

Responsabilités

• Serve as the primary relationship manager for Integris' clients, fostering positive and trusting relationships.
• Provide strategic and impactful consultative services to enhance clients' IT experience, productivity, and network security; collaborate with other team members as needed.
• Facilitate Strategic Business Reviews (SBRs) with assigned clients to develop, review, or update technology strategy, budgets, and service delivery metrics.
• Conduct regular risk assessments to anticipate and address client satisfaction issues, managing overall risk levels within the client success team.
• Oversee all critical client communications, including project updates, handling major issues, and providing VIP interactions.
• Collaborate with Integris' technical team to understand day-to-day operations, analyze output, and make recommendations for operational adjustments.
• Promote growth of Integris' revenue by making recommendations that align products and services with client needs.
• Stay informed about market trends, competitor activities, and customer preferences to strategically position Integris' products or services.
• Ensure clients receive accurate quotes aligned with forecasting and annual goals.
• Work with clients to maintain hardware, software, and licensing under current maintenance and support contracts.
• Monitor and ensure proper design and implementation of client agreements, adhering to Integris' best practices and maximizing agreement utilization and gross margins.
• Deliver exceptional experiences to clients and end-users by verifying high-quality and efficient support.
• Understand and remediate the impact of work that has not been executed as expected.
• Ensure requests are addressed within SLA target.
• Ensure all work, customer interactions, and relevant customer data is documented and tracked in real-time in ConnectWise.
• Meet assigned metrics and KPIs.
• Any additional duties as assigned.

Connaissances

Customer success experience

Account management

IT/MSP environment experience

Cross-sell opportunities

De-escalation skills

Communication skills

Time management

Hardware & software concepts

Cloud computing concepts

Client relationship management

Outils

ConnectWise

Description du poste

Integris is seeking a Strategic Account Advisor to lead client relationships, deliver strategic IT consulting, and enhance security and productivity for our diverse client base. You will collaborate with the technical team to assess solutions and drive value across engagements.

The role emphasizes proactive account management, cross-functional collaboration, and delivering measurable outcomes for clients while upholding ConnectWise workflows and SLA commitments.