Customer Success

Kraft & Kennedy•New York, NY

4d•$40,000 - $50,000

About The Position

We are looking for a passionate individual who will partner with and ensure the long-term success of our managed service clients. You will be responsible for developing long-term relationships with your portfolio of assigned clients, connecting with key business executives and stakeholders. You will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to client needs. To be considered for this position you must live in CT, DE, FL, GA, KY, MD, MA, NY, NC, OH, PA, SC, VT, VA, WA, DC, TX, IL, TN, UT or CO.

Requirements

Demonstrated level of success in the development of client relationships
Enjoy working with customers and external audiences
High energy and drive with good negotiation skills
Proficient with general office applications MS office etc.
Strong organizational, presentation, and customer service skills
Strong written communication skills
Interpersonal skills such as communication skills, active listening and customer-care
Ability to multi-task and adapt to changes quickly
Typing skills to ensure quick and accurate data entry
Self-motivated with the ability to work in a fast moving environment
Ability to travel periodically to client locations

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Serve as the non-technical point of contact for assigned group of Managed Services accounts and develop trusted relationship with both external and internal client team.
Ensure that accounts are satisfied with Kraft Kennedy's level of service, communicating feedback raised by the client to Kraft Kennedy management, while ensuring any concerns are resolved in an effective and timely manner
Proactively interface with accounts on a regular basis to ensure their needs are being met via ad-hoc check-ins and routine status meetings
Develop and maintain agenda / meeting notes for ongoing status meetings, while working with the internal team to prioritize follow-up items and communicate updates
Work with the technical team to explore improvements for the client’s technologies, bringing those recommendations to the attention of the client and the internal sales team
Coordinate the preparation, scheduling and execution of Quarterly Business Reviews and Annual Strategic Planning Meetings
Drive relationship growth through scheduled in-person meetings at client locations
Assist with the management of onboarding new clients and contacts
Develop thorough understanding of any new and ongoing initiatives and manage the facilitation across client accounts
Develop overall proficiency in internal systems and operating procedures
Work with Procurement to ensure hardware/software renewals are processed in a timely manner
Develop proficient understanding of Agreements and billing procedures for each client
Review client invoices for accuracy and respond to any billing-related issues that arise