Client Success Specialist - Elevity

Gordon Flesch Company•Madison, WI

About The Position

Elevity is one of the largest and most capable technology service providers in the Midwest. Our talented and passionate team is the engine driving our continuing growth and strong position in the market. Elevity is a combination of the words elevate and security. We aspire to elevate our clients businesses by delivering cutting-edge IT strategy, security, solutions, and support. Each Elevity, team member has a direct impact on the success of the local businesses we serve every day. We also aim to elevate every team members career. We believe strongly in developing from within, working with each employee to create a fulfilling career path and provide continuing education. Our work environment promotes both growth and balance we encourage everyone to challenge themselves in their roles, but also take time away from the office to enjoy life. As a subsidiary of The Gordon Flesch Company, Elevity offers competitive salaries, generous benefits, and a fun, collaborative work environment. In this role you will: Serve as the primary point of contact and key resource for assigned clients post-sale. Responsible for owning 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 vCIOs 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 Elevitys 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. Work with team members in other markets to cover vacations or support overflow to ensure excellent client service.

Requirements

High school diploma or equivalent.
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.
Demonstrated effectiveness at delivering a positive client experience.
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.
Responsible for owning 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 vCIOs 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 Elevitys 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.
Work with team members in other markets to cover vacations or support overflow to ensure excellent client service.