3-4 years of experience in customer success or account management, preferably in an IT/MSP environment.
Strong interpersonal communication and customer service skills, including de-escalation abilities.
Proven ability to identify cross-sell and upsell opportunities.
Detail-oriented with excellent time management skills.
Willingness to learn new technologies and concepts related to the role.
Responsibilities
Serve as the primary relationship manager for clients, building trust and rapport.
Provide strategic consultative services to enhance clients' IT experience and network security.
Facilitate Strategic Business Reviews to align technology strategies with client needs.
Conduct risk assessments to proactively address client satisfaction issues.
Oversee critical client communications and ensure high-quality support delivery.
Benefits
Medical, Dental, and Vision Insurance
401K Retirement Plan
Minimum 4 Weeks of Paid Time Off (PTO)
Birthday PTO
Paid Time Off for Volunteering
Full Job Description
Job Summary
The Integris Strategic Account Advisor (SAA) will serve as the primary relationship manager. The SAA is responsible for cultivating and sustaining positive and trusting relationships with our clients, providing strategic consultative services aimed at enhancing our clients' IT experience, productivity, and network security. Collaborating seamlessly with our technical team, the SAA will contribute to the analysis of the client's technical solutions and recommend adjustments for optimal service delivery.
Job Responsibilities
Serve as the primary relationship manager for Integris' clients, fostering positive and trusting relationships.
Provide strategic and impactful consultative services to enhance clients' IT experience, productivity, and network security; collaborate with other team members as needed.
Facilitate Strategic Business Reviews (SBRs) with assigned clients to develop, review, or update technology strategy, budgets, and service delivery metrics.
Conduct regular risk assessments to anticipate and address client satisfaction issues, managing overall risk levels within the client success team.
Oversee all critical client communications, including project updates, handling major issues, and providing VIP interactions.
Collaborate with Integris' technical team to understand day-to-day operations, analyze output, and make recommendations for operational adjustments.
Promote growth of Integris' revenue by making recommendations that align products and services with client needs.
Stay informed about market trends, competitor activities, and customer preferences to strategically position Integris' products or services.
Ensure clients receive accurate quotes aligned with forecasting and annual goals.
Work with clients to maintain hardware, software, and licensing under current maintenance and support contracts.
Monitor and ensure proper design and implementation of client agreements, adhering to Integris' best practices and maximizing agreement utilization and gross margins.
Deliver exceptional experiences to clients and end-users by verifying high-quality and efficient support.
Understand and remediate the impact of work that has not been executed as expected.
Ensure requests are addressed within SLA target.
Ensure all work, customer interactions, and relevant customer data is documented and tracked in real-time in ConnectWise.
Meet assigned metrics and KPIs.
Any additional duties as assigned.
Job Qualifications
3-4 years of experience in customer success or account management roles; experience
in an IT/MSP environment preferred.
Influential skills to identify cross-sell and upsell opportunities.
Ability to perform in a fast-paced environment and pivot between differing tasks.
Excellent written and verbal interpersonal communication, customer service skills, and de-escalation skills required.
Ability to promote a positive company image to clients even during moments of tension.
Strong collaboration skills.
Understand and embrace accountability and ownership concepts.
Attention to detail and time management skills.
Strong customer service mentality and clear phone diction.
Willing to learn recent technologies and concepts related to this role.
Understanding of computer hardware and software, and common network concepts
including cloud computing concepts.
At Integris, we value our team members and offer comprehensive benefits, including:
Medical, Dental, and Vision Insurance
401K Retirement Plan
Minimum 4 Weeks of Paid Time Off (PTO)
Birthday PTO
Paid Holidays
Paid Time Off for Volunteering
Short-Term and Long-Term Disability Insurance
Life Insurance
Supplemental Insurance
Employee Assistance Program
Join us in transforming IT services for small and midsize businesses across regulated industries. Be part of a team that's scaling nationally, investing in vertical expertise, and building for better.
