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Client Success Advocate

2 months ago

Pittsfield, Massachusetts, United States Sourcepass Full time
Job Description

We are Sourcepass, a leading IT consulting company with a rich history of providing network support and innovative solutions since 2001. Our expertise spans IT services, cloud computing, and security, tailored to specific industries and business strategies. Sourcepass aims to deliver an exceptional IT experience to our clients.

As a Client Success Manager, you will be our clients' advocate within Sourcepass. You will assist clients with various requests, from purchasing new IT equipment to discussing new technology initiatives within their organization. You will be the quarterback of the request, bringing in the right resources from within Sourcepass and ensuring the client receives the answers they need.

Key Responsibilities:

  • Assist clients with reaching the right team members within Sourcepass as part of incident management process
  • Develop strong relationships with key client contacts
  • Execute on proactive client strategy activities, including annual technology assessments, development of IT budgets, tactical review calls, and staff surveys
  • Internal quarterback for client escalations scaling across multiple departments
  • Assist clients with management of vendor relationships, such as ISP services as part of office moves
  • Address client questions with regards to ongoing invoicing
  • Develop plans/scopes for the creation of client quotes, working in tandem with Solutions Engineering Team
  • Handle all training of clients as part of new client onboarding and changes of client point of contact
  • Train clients on the use of core technologies, such as the Microsoft Office 365 Suite
  • Raise red flags with regards to at-risk clients
  • Manage open opportunities and closing of opportunities working with client contacts
  • Work with client contacts to develop referrals for new business

Requirements:

  • Bachelor's Degree or better from an accredited institution
  • 5+ years of work experience, working within a technology services business or as part of an internal IT department
  • Experience working with the Office 365 suite of products