Strong understanding of IT infrastructure in small to mid-market organizations
Proficiency in Microsoft Office products (Word, Excel, PowerPoint)
Responsibilities
Manage delivery of managed services to ensure contract deliverables are met
Serve as primary contact for client decision makers, building strong relationships
Act as client advocate to foster trust and satisfaction
Track managed service scopes and manage billing processes
Provide recommendations for program and resource improvements
Monitor ticketing workflow to address key tickets effectively
Facilitate Post Incident Review and lead improvement initiatives
Benefits
Hybrid work environment with office locations in New England or New York
Opportunities for coaching, mentoring, and career growth
Engagement in cross-team project meetings
Access to professional development resources
Dynamic client-facing role that enhances relationship-building skills
Full Job Description
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 **
Some responsibilities include but are not limited to the following:
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
Skills:
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
Experience and Education:
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
Completion of related-IT training preferred, whether it be through a degree program or certification such as ITIL Foundation or PMP certification
Other:
Valid driver's license and access to transportation preferred
Salary range: The compensation range for this role is expected to be $110,000-$150,000 annually. Final offer will depend on experience, qualifications, location and other relevant factors.
About Focus Technology Solutions
Focus Technology Solutions is an IT services company based in Oxnard, California. It was founded in 2005 and provides a range of services including IT consulting, software development, and cloud computing. The company has worked with clients in a variety of industries including healthcare, finance, and retail.
