Strategic IT Account Leader

Integris; Massachusetts; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401K Retirement Plan

Minimum 4 Weeks of Paid Time Off (PTO)

Birthday PTO

Paid Holidays

Paid Time Off for Volunteering

Short-Term and Long-Term Disability

Life Insurance

Supplemental Insurance

Employee Assistance Program

Job summary

Integris is seeking a Strategic Account Advisor to manage key client relationships and drive strategic IT initiatives. You will collaborate with technical teams to assess client solutions, deliver strategic consultative services, and align products with client goals.

The role focuses on maintaining high client satisfaction, conducting SBRs, and ensuring quotes, SLAs, and gross margins. This position supports national growth and diversified vertical expertise within a Best Places to Work culture.

Qualifications

• 3-4 years in customer success or account management (IT/MSP environment preferred).
• Ability to identify cross-sell and upsell opportunities.
• Ability to perform in a fast-paced environment and pivot between tasks.
• Excellent written and verbal interpersonal communication and de-escalation skills.
• Ability to promote a positive company image to clients even during tension.
• Understand accountability and ownership concepts.

Responsibilities

• 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 ConnectWise.
• Meet assigned metrics and KPIs.
• Any additional duties as assigned.

Skills

Customer success

Account management

IT/MSP experience

Cross-sell opportunities

Communication skills

De-escalation

Time management

Attention to detail

Ownership accountability

Networking concepts

Cloud computing

Tools

ConnectWise

Job description

Integris is seeking a Strategic Account Advisor to manage key client relationships and drive strategic IT initiatives. You will collaborate with technical teams to assess client solutions, deliver strategic consultative services, and align products with client goals.

The role focuses on maintaining high client satisfaction, conducting SBRs, and ensuring quotes, SLAs, and gross margins. This position supports national growth and diversified vertical expertise within a Best Places to Work culture.