Enterprise Strategic IT Consultant

Are you customer-focused and passionate about helping clients leverage technology to achieve their strategic goals? If so, we have a new opening on our Customer Success team for an Enterprise Strategic IT Consultant ("ESITC") as we continue to grow our Managed Services Practice.This is a highly visible, client-facing role and focused on building client relationships by acting as a customer advocate and liaison. The ESITC partners with Account Executives to assist in identifying sales opportunities, works closely with internal support teams, and acts as a leader of efforts to enhance internal processes. They are also the subject matter expert in Managed Services processes and provide coaching and mentoring to other members of the Customer Success team.** Due to business needs, this hybrid role is ideally suited for candidates in New England or New York, where we maintain office locations **Some responsibilities include but are not limited to the following:Manages the delivery of managed services to assigned clients, including strategic clients with complex environments, ensuring that contract deliverables are met, and the scope of services is maintained. Acts as a backup and escalation point for colleagues as requested.Services as a key point of contact for client decision makers and develops strong working relationshipsActs as the client's advocate, building strong relationships based on quality, trust and customer satisfactionTracks managed services scopes and drives changes to billing, managing processes for change orders and renewals to ensure accurate customer billingProvides recommendations on programs, processes, and resource improvementsMonitors ticketing workflow to ensure important and outlier tickets are addressedFacilitates the Post Incident Review process, drives analysis of incidents, development of findings and development of action items, participating and leading improvement activities that increase operational efficiencyWorks with other internal teams to create and update technical standards, deliver performance metrics, and raise management awareness to reduce client risk and reactive support timeParticipates in project meetings with Professional Services and other teams, as requestedActs as a coach and mentor to other team members, and advisor through delivery of strategic business reviews and navigation of customer satisfaction issuesActs as a consistent contributor in team meetings, offering topics for review and learning topics, leading discussionsAll other duties, as assignedSkills:Self-starter/self-motivated and driven for successExceptional listening, communication and relationship skills to engage and service clients effectivelyMaintains a high level of professionalism and a courteous demeanorUnderstanding of business decision-making factors around technology, including risk mitigation, budgeting, and efficiencyExperience working with diverse environmentsNegotiation and conflict management skillsEffective critical thinking, analytical, and problem-solving skills to obtain business solutionsStrong organizational, multi-tasking, detail-oriented, and time management skillsPeople Management/Supervisory aptitudeSolid knowledge and proficiency with Microsoft Office products (Word, Excel, and PowerPoint)Strong documentation skillsAdaptability to changing priorities, as neededMaintains a high level of confidentialityCommitment to self and team-constantly willing to learn, grow and improve while also remaining humbly confident to coach peersExperience and Education:Minimum 10 years of professional experience in an IT services and/or IT account relationship management roleGeneral knowledge of IT infrastructure and operations utilized by small to mid-market organizationsBachelor's Degree Required (Business/Communications Preferred)Completion of related-IT training preferred, whether it be through a degree program or certification such as ITIL Foundation or PMP certificationOther:Valid driver's license and access to transportation preferredSalary range: The compensation range for this role is expected to be $110,000-$150,000 annually. Final offer will depend on experience, qualifications, location and other relevant factors.