Managed Services Customer Success

Kraft & Kennedy

3d•Remote

About The Position

Kraft Kennedy is a leading technology and management consulting firm specializing in managed services, IT infrastructure, cybersecurity, and advisory solutions for professional services organizations. As a Managed Services Account Manager, you will play a pivotal role in ensuring client satisfaction and fostering long-term relationships across a portfolio of accounts. You will serve as the primary non-technical point of contact, collaborating closely with clients and internal teams to deliver exceptional service and drive strategic growth. You must live in one of these locations to be considered for this remote position. (Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, Nevada, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, Virginia, DC, Kentucky, Pennsylvania, Ohio or Washington.)

Requirements

Bachelor’s degree preferred
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

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