Customer Success​/Strategic IT Consultant

Customer Success/Strategic IT Consultant

Join to apply for the Customer Success/Strategic IT Consultant role at Focus Technology
.

We are looking to hire a Customer Success/Strategic IT Consultant (SITC) who is passionate about delivering exceptional client experiences and ensuring they get the most out of their IT investments. The SITC is a highly visible, client‑facing role within our Managed Services practice. In this role, you will build client relationships by acting as a customer advocate and liaison. The successful hire will achieve customer satisfaction through focusing on customer outcomes and strategic planning while balancing the scope of managed services.

The SITC partners with Account Executives to assist in identifying sales opportunities, works closely with internal support teams and works to enhance internal processes.

• Serves as a key point of contact for client decision makers and influencers and develops strong working relationships
• Manages the delivery of managed services to assigned clients, ensuring that contract deliverables are met, and the scope of service is maintained. Acts as a backup for colleagues as needed
• Acts as the client's advocate to build a strong relationship based on quality, trust and customer satisfaction
• Facilitates the Post Incident Review process, drives analysis of incidents, development of findings and development of action items
• Tracks managed service scope and drives changes to billing, managing processes for change orders and renewals to ensure accurate customer billing
• Provides recommendations on programs, processes, and resources to improve efficiency
• Monitors ticketing workflow to ensure important and outlier tickets are addressed
• Works with other internal teams to create and update technical standards, deliver performance metrics/reporting, and raise management awareness to reduce client risk and reactive support time
• Participates in project meetings with Professional Services and other teams as necessary
• All other duties, as assigned

• 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

• Minimum of 5 years of professional experience in an IT services and/or IT account relationship management role, MSP experience preferred
• General knowledge of IT infrastructure and operations utilized by small to mid‑market organizations
• Bachelor's Degree or equivalent work experience
• Completion of related‑IT training preferred, whether it be through a degree program or certification such as ITIL Foundation or PMP certification

• Valid driver's license and access to transportation preferred

If you thrive in a collaborative, technology‑driven environment and enjoy building lasting customer relationships, we'd love to hear from you! Join us and play a key role in supporting our clients' success while growing your career. We offer competitive compensation and benefits packages, including remote friendly, medical/dental/vision, 401(k) plan, career path program, employee appreciation events, paid vacations/holidays and much more. Submit your resume on our careers site today to take your career to the next level!

Salary range:
The total compensation for this role is estimated between $95,000-$125,000. Final offer will depend on experience, qualifications, location and other relevant factors.

Mid‑Senior level

Contract

Information Technology

IT Services and IT Consulting

Referrals increase your chances of interviewing at Focus Technology by 2x.