Client Success Associate - Elevity

Elevity is one of the largest and most capable technology service providers in the Midwest. Our talented and passionate team is the engine driving our continuing growth and strong position in the market.

Elevity is a combination of the words "elevate" and "security." We aspire to elevate our clients' businesses by delivering cutting-edge IT strategy, security, solutions, and support. Each Elevity team member has a direct impact on the success of the local businesses we serve every day.

We also aim to elevate every team members' career. We believe strongly in developing from within, working with each employee to create a fulfilling career path and provide continuing education.

Our work environment promotes both growth and balance - we encourage everyone to challenge themselves in their roles, but also take time away from the office to enjoy life. As a subsidiary of The Gordon Flesch Company, Elevity offers competitive salaries, generous benefits, and a fun, collaborative work environment.

In this role you will:

• Serve as the primary point of contact and key resource for assigned clients post-sale.
• Responsible for owning resolutions through to completion.
• Understand client needs and follow established processes to ensure client issues are resolved and closed out properly.
• Build and maintain strong, long-term relationships with key stakeholders.
• Coordinate and manage client hardware, software, and project requests
• 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.
• Work with team members in other markets to cover vacations or support overflow to ensure excellent client service.
• Miscellaneous job duties as assigned.

Requirements

• High school diploma or equivalent.
• 1-2 years of customer service experience
• Excellent communication, organization, 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.
• 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.

Preferred Qualifications

• Bachelors Degree
• Experience working in, or with, a Managed Service Provider
• Experience in client success, account management, or IT service delivery
• Proficiency with CRM tools and ticketing systems