Strategic IT Accounts Partner

Integris; Los Angeles (CA); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K Retirement Plan

PTO 4 weeks

Birthday PTO

Paid Holidays

Volunteer PTO

Disability Insurance

Life Insurance

Supplemental Insurance

Employee Assistance Program

Job summary

Integris is seeking a Strategic Account Advisor to serve as the primary relationship manager for its clients. You will deliver strategic consultative services aimed at improving IT experience, productivity, and network security, while collaborating with technical teams to optimize service delivery.

This role emphasizes expanding revenue through upsell opportunities, conducting SBRs, and ensuring quotes and SLAs align with forecasted annual goals.

Qualifications

• 3-4 years of experience in customer success or account management; experience in an IT/MSP environment preferred.
• Proven ability to identify cross-sell and upsell opportunities.
• Excellent written and verbal interpersonal communication and de-escalation skills.
• Strong time management and accountability in a fast-paced environment.

Responsibilities

• Serve as the primary relationship manager for Integris' clients, fostering positive and trusting relationships.
• Provide strategic 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

Customer Success

Account Management

MSP Experience

Cross-sell Upsell

Communication

De-escalation

Time Management

Attention to detail

Hardware & Networking

Cloud concepts

Tools

ConnectWise

Job description

Integris is seeking a Strategic Account Advisor to serve as the primary relationship manager for its clients. You will deliver strategic consultative services aimed at improving IT experience, productivity, and network security, while collaborating with technical teams to optimize service delivery.

This role emphasizes expanding revenue through upsell opportunities, conducting SBRs, and ensuring quotes and SLAs align with forecasted annual goals.