IT Client Success Consultant

• Serve as the main point of contact for assigned clients, providing exceptional customer service and support.
• Develop and maintain strong, long-lasting client relationships by understanding their needs, objectives, and challenges.
• Collaborate with internal teams (e.g., sales, technical support, product development) to ensure client needs are met and expectations are exceeded.
• Conduct regular client meetings to review performance, address concerns, and identify opportunities for improvement and growth.
• Proactively identify and address potential issues, providing timely and effective solutions.
• Monitor and report on client satisfaction and success metrics, using this data to drive continuous improvement.
• Stay up to date with industry trends, products, and services to provide informed recommendations to clients.
• Develop and implement client success plans, ensuring alignment with their business goals.
• Assist in the development and execution of client onboarding processes to ensure a smooth and successful start.
• Act as an advocate for the client within the company, representing their interests and ensuring their voice is heard.
• Daily management of client accounts to ensure they continue to do business with the company.
• Show clients the value they can enjoy if they continue to use the company's products or services.
• Build long-term relationships with customers based on trust, respect, and value.
• Communicate with clients to understand their needs and provide the details and value of products and services.
• Serve as the first contact person on matters relating to customer accounts.
• Manage customer accounts, including contract negotiations, to meet client expectations and maximize profits.
• Compile accurate client account notes and inventory records.
• Collect, compile, analyze and interpret data to provide actionable insights on customer behavior to guide decision-making.
• Improve the buying experience by acting as an advocate for client needs.
• Find upsell, renewal, and cross-selling opportunities and inform the sales department of potential business leads.
• Demonstrate in-depth knowledge of company products or services, including Cybersecurity, Hosting, Cloud, 365, IT managed Services, LAN infrastructure, Voice, and ISP services.
• Identify industry trends that the company can use to improve customer satisfaction.
• Resolve customer issues promptly and prevent escalation of issues.
• Create strategies to meet customer needs.

• Bachelor's degree in information technology, Business, or a related field (or equivalent work experience).
• Must have at least 5 years of experience in IT account management.
• Proven track record of growing business within a customer base.
• Strong understanding of IT services, solutions, and industry trends.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships.
• Exceptional problem-solving skills, with a proactive and solution-oriented mindset.
• Ability to manage multiple clients and projects simultaneously, with strong organizational and time management skills.
• Demonstrated ability to achieve and exceed client satisfaction and retention goals.
• Proficiency in using CRM software and other client management tools.
• Ability to work collaboratively with cross-functional teams and manage client expectations effectively.
• Strong analytical skills, with the ability to interpret data and make data-driven decisions.
• Professional attitude, with a commitment to delivering exceptional service and results.

• Competitive salary
• Opportunities for professional growth and development
• A supportive and collaborative work environment

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