CONFIDENTIAL: Client Advisor Job at Synoptek
Overview:
Additionally, the Client Advisor will create solutions to meet customers' needs and provide guidance and support to technical teams to ensure the solutions are effectively executed.
Duties and Responsibilities
EEO Statement
Synoptek
We think globally, act locally. As a Managed Services Provider, Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.
Responsibilities:
Client Advisor
This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.
The Client Advisor is the primary point of contact for a portfolio of key customers, ensuring their satisfaction and retention through exceptional service delivery. This individual in this role will be responsible for building and maintaining strong relationships with their assigned clients, understanding their needs and will act as an advisor, providing guidance and best practices to ensure they are getting the most value out of their services.
Additionally, the Client Advisor will create solutions to meet customers' needs and provide guidance and support to technical teams to ensure the solutions are effectively executed.
Duties and Responsibilities
- Customer & Sales Management
- Act as the primary point of contact and build strong relationships with clients, by establishing trust and rapport, and understanding their unique business needs and objectives
- Identify and pursue new business opportunities by staying informed of the client’s business needs and being able to spot new opportunities, by conducting market research and understanding industry trends
- Manage client expectations and deliver exceptional service, by consistently meeting or exceeding client expectations, and addressing client concerns promptly
- Continuously measure and evaluate client satisfaction, by gathering feedback and metrics, analyzing results, and implementing improvements as needed to ensure that client expectations are met or exceeded
- Proactively manage and renew contracts, by ensuring that the client is satisfied with the service and the outcomes of the engagement and identifying opportunities for upselling and cross-selling
- Create and maintain accurate client records and account information, by keeping track of client interactions, noting important details and following up on action items
- Work closely with internal teams to ensure that clients' needs are met, by facilitating communication and collaboration among cross-functional teams
- Lead client presentations and negotiations, by effectively communicating the value proposition and addressing any objections to close sales deals
- Conduct periodic reviews of delivered services, by scheduling regular meetings to evaluate the effectiveness of the services provided, gather feedback, and identify areas for improvement.
- Operational Delivery
- Assist in the development and maintenance of service delivery protocols, by providing input and recommendations for procedures and guidelines for delivering services, to ensure consistency and quality of service delivery that meet the customer's expectations.
- Provide support in the monitoring and reporting of service level agreements (SLAs), by assisting in the tracking of service delivery metrics and providing suggestions for corrective actions as needed.
- Collaborate with and provide guidance to the service delivery team, by working with the team to ensure that service delivery aligns with customer expectations, while being aware of the team's accountability.
- Identify potential operational risks and recommend mitigation strategies, by proactively bringing attention to potential issues and providing solutions to minimize disruptions to service delivery.
- Contribute to the continuous improvement of the operational delivery process, by sharing feedback and data analysis to implement improvements to increase efficiency and reduce costs.
- Assist in ensuring compliance with regulatory requirements and industry standards, by providing guidance on relevant regulations and standards and offering suggestions to maintain compliance, while being aware of the accountability of the team or designated individual.
- This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice
Education
- Advanced degree in Computer Science, Business Administration from a related field from an accredited college or university, preferred
- Current certifications in relevant technology fields, a plus
Experience
- Customarily has at least 5 years of experience in a leadership role with a focus on IT projects and teams
- Customarily has at least 5 years of experience as a CIO or senior technology consultant
- Experience identifying and pursuing new business opportunities, ability to spot new opportunities and drive business growth, a plus
- Strong understanding and hands-on experience with multiple technologies, specifically in the areas of cloud computing, networking, cybersecurity, and artificial intelligence, a plus
- Experience leading and managing technology teams, with a track record of successful project management and delivery in fast-paced and dynamic environments, preferred
- Experience as a business leader, having a deep understanding of the business operations and able to align IT strategy with business objectives, preferred
Skills/Attributes
- Synoptek core DNA behaviors:
- Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
- OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
- Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goals
- Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
- Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
- A strong understanding of industry trends and standards
- A strong understanding of a variety of technology concepts and the ability to apply them to business requirements
- Ability to effectively communicate complex technical concepts to non-technical stakeholders, including C-level executives
- Proven ability to establish and maintain positive, long-term client relationships and demonstrate success in managing C-level clients
- Strong leadership, communication and project management skills, ability to lead and inspire teams to achieve specific goals
- Experience working in fast-paced, high-pressure environments
- Strong problem-solving abilities, ability to analyze and identify problems and implement solutions
Working Conditions
We live by the motto ‘work hard, play hard’ and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results.
Work is performed primarily in an office or remote environment. The final location is based on business need. May be subject to time constraints and tight deadlines. May require occasional travel.
EEO Statement
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.
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