Client Success Technical Strategist

2 weeks ago

Santa Ana, California, United States New Charter Technologies, Llc Full time

Job Category :
Non-Help Desk Service Delivery
New Charter Technologies, LLC is seeking innovative and accountable IT professionals to engage in our dynamic, people-centric service model.

While many IT professionals excel at resolving technical challenges, they often struggle to identify the underlying issues that require attention.

We have reimagined the delivery of technology services from the ground up. Our approach begins with inquiries rather than solutions. We prioritize listening to our clients.

Service providers have earned a reputation for offering answers before fully understanding the problem, leading to businesses receiving unnecessary solutions for non-existent issues.

If you possess a unique perspective, think creatively, and enjoy connecting with individuals, we invite you to join our mission of exploring deeply and demonstrating the true value of IT services.

It’s as straightforward as it is groundbreaking.

We are in search of a Client Success Technical Strategist (in other organizations, this role may be referred to as Customer Success Manager or Customer Advocate) with a robust technical or technical sales background to join our Client Success team and support our valued clients.

The Client Success Technical Strategist is responsible for nurturing client relationships, managing client outcomes through data collection and analysis, recommending technical solutions, and developing strategic roadmaps, as well as creating retention strategies and providing feedback to clients.

This position can be remote or hybrid.
Core Responsibilities
Act as a support and escalation point for client support teams within the organization, safeguarding revenue and relationships.
Manage strategic engagements for the assigned client group.
Lead technology planning discussions with clients, leveraging technical sales or support expertise to help shape proposed solutions.
Assist Client Success in strategic engagements by identifying and creating Professional Services opportunities.

Serve as a subject matter expert on our services and solutions, offering technical guidance on purchasing decisions to clients.

Provide insights and reporting to clients to ensure they maximize the value of our services, and collaborate with team members to ensure client initiatives are effectively supported.

Plan and facilitate new client onboarding, strategy meetings, and other initiatives in support of service teams.
Collaborate with service line leaders and client support teams to assist with renewals and expansion opportunities.
Preferred Skills & Experience
Strong knowledge of Business and Information Technology
In-depth understanding of modern Microsoft technologies
Previous experience in a Managed Service Provider environment
4+ years of relevant technical support or technical sales experience
Experience with cloud solutions
Understanding of networking principles and their interactions (TCP/IP, DNS, DHCP, LAN/WAN)
4+ years in client success or a related field
Proven track record of delivering exceptional client experiences and maintaining client relationships
Ability to engage in consulting by understanding client pain points and providing effective solutions
Awareness of market trends, competitors, and emerging technologies to remain innovative within the industry
Professional confidence and experience communicating at all organizational levels
Ability to adapt quickly to changing tasks and prioritize effectively
Excellent verbal and written communication skills
Degree in Business, Information Technology, Computer Science, or equivalent experience
Certifications in relevant areas are a plus
Preferred Attributes
Strong attention to detail and high level of organization
Desire to work collaboratively as part of a team
Critical thinking skills
Empathy for clients and team members, with a genuine desire to assist
Aptitude for service
Openness to constructive feedback
Ability to learn from experiences
Physical Requirements
Work primarily involves knowledge-oriented tasks using computer systems. Occasional lifting of up to 20 pounds for moving office or computer equipment. Occasional crawling, kneeling, and squatting. Constant use of computer (keyboard/mouse) and phone. Regularly inspect, prepare, and analyze data & figures; frequent computer use. Occasional travel may be required.
We take pride in being recognized as a top workplace. Our team members consistently affirm that New Charter Technologies, LLC is a fantastic place to work. We have cultivated an inviting workspace that promotes a culture of collaboration, inclusion, innovation, and enthusiasm.
Benefits
Competitive compensation package.

Our offer will be determined by various factors, including candidate experience and expertise.

Flexible work environment.

We encourage our team members to work where they are most effective, whether at home, in the office, or at client sites.

Generous benefits for you and your family, including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer matching.
Parental leave.
Very generous paid time off program unique to the IT industry.
Sustainable work-life balance and flexibility.
Yearly work anniversary rewards.
Engaging company events, including team-building activities and more.
We are looking for intelligent, highly skilled, and passionate individuals to help us achieve something ambitious, challenging, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your potential, we encourage you to apply.

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