Client Success Specialist - Elevity

Gordon Flesch • Brookfield, WI

47d

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 saleResponsible for owning resolutions through to completionMaintain a proactive and strategic approach to identifying and assisting clients with their technology needsBuild and maintain strong long term relationships with key stakeholdersConduct regular client check ins including the coordination and leading strategic business reviews SBR and monthly sync callsMonitor service delivery performance and ensure SLAs are metIdentify upsell opportunities and collaborate with vCIOs on renewals and expansionsTrack client health metrics and proactively address risks of churnLead 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 baseMaintain accurate records in CRMPSA and client success platformsDevelop strong working relationships with team members in other areas of the organization to ensure positive client experiences and to address issues when they ariseCoordinate with technical teams to resolve client issues by scheduling the appropriate resources and ensuring timely complete resolution for all concerns within client environmentsMaintain and continuously enhance knowledge of Elevitys product offerings as well as industry developments and trendsTrack and assist with scheduling delivery and installation of ordered equipment and servicesAct as the voice of the client internally advocating for their needs and prioritiesAudit client billing as needed and resolve any invoicing concernsMaintain company and client confidentialityWork 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 eg HubSpot Salesforce and ticketing systems eg 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 CRMPSA 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

Benefits

• Elevity a Gordon Flesch Company offers medical dental personal time vacation time holiday time tuition reimbursement 401k and 401k match a wellness program volunteer hours and much more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 51-100 employees