Strategic Account Advisor
RemoteUnited States
Job Summary
Serve as the primary relationship manager for assigned clients, fostering trusting relationships and delivering strategic consultative services to enhance IT experience, productivity, and network security. Facilitate Strategic Business Reviews to update technology strategies and budgets, while conducting regular risk assessments to address client satisfaction issues. Collaborate with the technical team to analyze operations and recommend adjustments, ensuring accurate quotes aligned with forecasting and annual goals. Oversee critical communications, including project updates and VIP interactions, while maintaining hardware, software, and licensing under current contracts. Monitor agreement design and implementation to maximize utilization and gross margins, ensuring all work is documented in ConnectWise and requests are addressed within SLA targets. Promote revenue growth by identifying cross-sell and upsell opportunities aligned with client needs and market trends.
Required Qualifications
- 3-4 years of experience in customer success or account management roles
- 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
- 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
- Understanding of computer hardware and software, and common network concepts including cloud computing concepts
Desired Qualifications
- experience in an IT/MSP environment preferred
- Willing to learn recent technologies and concepts related to this role
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