Customer Success/Strategic IT Consultant

Focus Technology Solutions•Boston, MA

22h•$95,000 - $125,000

About The Position

We are looking to hire a Customer Success/Strategic IT Consultant (SITC) who is passionate about delivering exceptional client experiences and ensuring they get the most out of their IT investments. The SITC is a highly visible, client-facing role within our Managed Services practice. In this role, you will b uild client relationships by acting as a customer advocate and liaison. The successful hire will achieve customer satisfaction through focusing on customer outcomes and strategic planning while balancing the scope of managed services. The SITC partners with Account Executives to assist in identifying sales opportunities, works closely with internal support teams and works to enhance internal processes.

Requirements

Self-starter/self-motivated and driven for success
Exceptional listening, communication and relationship skills to engage and service clients effectively
Maintains a high level of professionalism and a courteous demeanor
Understanding of business decision-making factors around technology; including risk mitigation, budgeting, and efficiency
Experience working with diverse environments
Negotiation and conflict management skills
Effective critical thinking, analytical, and problem-solving skills to obtain business solutions
Strong organizational, multi-tasking, detail-oriented, and time management skills
People Management/Supervisory aptitude
Solid knowledge and proficiency with Microsoft Office products (Word, Excel, and PowerPoint)
Strong documentation skills
Adaptability to changing priorities, as needed
Maintains a high level of confidentiality
Commitment to self and team – constantly willing to learn, grow and improve while also remaining humbly confident to coach peers
Minimum of 5 years of professional experience in an IT services and/or IT account relationship management role, MSP experience preferred
General knowledge of IT infrastructure and operations utilized by small to mid-market organizations
Bachelor's Degree or equivalent work experience
Valid driver's license and access to transportation preferred

Nice To Haves

Completion of related-IT training preferred, whether it be through a degree program or certification such as ITIL Foundation or PMP certification

Responsibilities

Serves as a key point of contact for client decision makers and influencers and develops strong working relationships
Manages the delivery of managed services to assigned clients, ensuring that contract deliverables are met, and the scope of service is maintained.
Acts as a backup for colleagues as needed
Acts as the client's advocate to build a strong relationship based on quality, trust and customer satisfaction
Facilitates the Post Incident Review process, drives analysis of incidents, development of findings and development of action items
Tracks managed service scope and drives changes to billing, managing processes for change orders and renewals to ensure accurate customer billing
Provides recommendations on programs, processes, and resources to improve efficiency
Monitors ticketing workflow to ensure important and outlier tickets are addressed
Works with other internal teams to create and update technical standards, deliver performance metrics/reporting, and raise management awareness to reduce client risk and reactive support time
Participates in project meetings with Professional Services and other teams as necessary
All other duties, as assigned