Strategic IT Accounts Leader

Integris; Maryland; Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K

Paid Time Off (PTO)

Job summary

Integris is seeking a Strategic Account Advisor to manage client relationships and deliver strategic IT guidance, improving productivity and security for our managed services clients. You will serve as the primary liaison, aligning solutions with client goals and enterprise strategies to maximize value.

You will collaborate with the technical team to analyze client solutions, lead Strategic Business Reviews, monitor risk, and help optimize quotes, budgets, and service delivery while expanding

Qualifications

• 3-4 years of experience in customer success or account management.
• Experience in an IT/MSP environment preferred.
• Ability to identify cross-sell and upsell opportunities.
• Excellent written and verbal interpersonal communication, customer service skills, and de-escalation skills.
• Willing to learn recent technologies and concepts related to this role.
• Understanding of computer hardware, software, and common network concepts including cloud computing 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 real-time in ConnectWise.
• Meet assigned metrics and KPIs.
• Any additional duties as assigned.

Skills

Relationship Management

Strategic Consulting

Cross-functional Collaboration

De-escalation Skills

Excellent Communication

Tech Savvy

Tools

ConnectWise

Job description

Integris is seeking a Strategic Account Advisor to manage client relationships and deliver strategic IT guidance, improving productivity and security for our managed services clients. You will serve as the primary liaison, aligning solutions with client goals and enterprise strategies to maximize value.

You will collaborate with the technical team to analyze client solutions, lead Strategic Business Reviews, monitor risk, and help optimize quotes, budgets, and service delivery while expanding