Enterprise Strategic IT Consultant

Focus Technology Solutions Inc•Boston, MA

9d•$110,000 - $150,000•Hybrid

About The Position

Are you customer-focused and passionate about helping clients leverage technology to achieve their strategic goals? If so, we have a new opening on our Managed Services team for an Enterprise Strategic IT Consultant ("ESITC") as we continue to grow. This is a highly visible, client-facing role and focused on building client relationships by acting as a customer advocate and liaison. The ESITC partners with Account Executives to assist in identifying sales opportunities, works closely with internal support teams, and acts as a leader of efforts to enhance internal processes. They are also the subject matter expert in Managed Services processes and provide coaching and mentoring to other members of the Customer Success team. Due to business needs, this hybrid role is ideally suited for candidates in New England or New York, where we maintain office locations

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 10 years of professional experience in an IT services and/or IT account relationship management role
General knowledge of IT infrastructure and operations utilized by small to mid-market organizations
Bachelor's Degree Required (Business/Communications Preferred)
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

Manages the delivery of managed services to assigned clients, including strategic clients with complex environments, ensuring that contract deliverables are met, and the scope of services is maintained. Acts as a backup and escalation point for colleagues as requested.
Services as a key point of contact for client decision makers and develops strong working relationships
Acts as the client's advocate, building strong relationships based on quality, trust and customer satisfaction
Tracks managed services scopes and drives changes to billing, managing processes for change orders and renewals to ensure accurate customer billing
Provides recommendations on programs, processes, and resource improvements
Monitors ticketing workflow to ensure important and outlier tickets are addressed
Facilitates the Post Incident Review process, drives analysis of incidents, development of findings and development of action items, participating and leading improvement activities that increase operational efficiency
Works with other internal teams to create and update technical standards, deliver performance metrics, and raise management awareness to reduce client risk and reactive support time
Participates in project meetings with Professional Services and other teams, as requested
Acts as a coach and mentor to other team members, and advisor through delivery of strategic business reviews and navigation of customer satisfaction issues
Acts as a consistent contributor in team meetings, offering topics for review and learning topics, leading discussions
All other duties, as assigned