Client Success Specialist

Client Success Specialist

The Client Success Specialist (CSS) is responsible for ensuring clients receive maximum value from Elevity's technology management services, maintain high satisfaction, and drive long-term retention and growth of our customers. The CSS will serve as the strategic partner and advocate for our managed clients, drive business outcomes and identify growth opportunities within their assigned client portfolio. This position will work closely with technical teams, sales, and leadership to deliver seamless and proactive client experience, while also leading renewal and expansion efforts and contributing directly to revenue growth.

Responsibilities:

• Serve as the primary point of contact and key resource for assigned clients post-sale.
• Responsible for owning resolutions through to completion.
• Maintain a proactive and strategic approach to identifying and assisting clients with their technology needs.
• Build and maintain strong, long-term relationships with key stakeholders.
• Conduct regular client check-ins, including the coordination and leading strategic business reviews (S ) and monthly sync calls.
• Monitor service delivery performance and ensure SLAs are met.
• Identify upsell opportunities and collaborate with vCIO's on renewals and expansions
• Track client health metrics and proactively address risks of churn.
• Lead the renewal process by preparing and coordinating all necessary documentation including pricing, contracts, and scope changes – for new opportunities, service updates, and client renewals within assigned account base.
• Maintain accurate records in CRM/PSA and client success platforms.
• Develop strong working relationships with team members in other areas of the organization to ensure positive client experiences and to address issues when they arise.
• Coordinate with technical teams to resolve client issues by scheduling the appropriate resources and ensuring timely, complete resolution for all concerns within client environments.
• Maintain and continuously enhance knowledge of Elevity's product offerings as well as industry developments and trends.
• Track and assist with scheduling delivery and installation of ordered equipment and services.
• Act as the voice of the client internally, advocating for their needs and priorities.
• Audit client billing as needed and resolve any invoicing concerns.
• Maintain company and client confidentiality.
• Miscellaneous job duties as assigned.
• Work with team members in other markets to cover vacations or support overflow to ensure excellent client service.

Requirements:

• High school diploma or equivalent.
• 2-3 years of experience in client success, account management, or IT service delivery – preferably in a B2B environment.
• Strong understanding of IT infrastructure, cloud services, and cybersecurity.
• Excellent communication and presentation skills, both written and verbal.
• Excellent relationship-building skills with both client contacts and internal team members.
• Demonstrated effectiveness at delivering a positive client experience.
• Proficiency with CRM tools (e.g., Hub Spot, Salesforce) and ticketing systems (e.g., Connect Wise, Autotask).
• Ability to multitask effectively and regularly in day-to-day work.
• Effective problem-solving skills.
• Strong organizational skills and conscientious about the client experience.
• Demonstrated professionalism in a work environment.
• Self-starter with proven ability to achieve goals; extremely motivated to succeed.
• Ability to interact with and work well with others in various fast changing environments/situations leveraging strong networking and listening skills.
• Proficient in Microsoft Office (Outlook, Word, PPT, Teams, and Excel).
• Valid driver's license and appropriate auto insurance as dictated by state requirements.
• Access to reliable transportation.
• Ability to travel to assigned client offices for in-person meetings and reviews.