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Gordon Flesch Company · 2 weeks ago

Client Success Specialist - Elevity

Madison, WI

Full-time

Onsite

Entry, Mid Level

2+ years exp

Gordon Flesch Company is a leading technology service provider in the Midwest, and they are seeking a Client Success Specialist to enhance client relationships and ensure satisfaction. The role involves serving as the primary contact for clients, managing service delivery, and identifying opportunities for growth within assigned accounts.

ComputerInformation TechnologyRoboticsSoftware

Responsibilities

Serve as the primary point of contact and key resource for assigned clients post-sale

Responsible for owning resolutions through to completion

Maintain a proactive and strategic approach to identifying and assisting clients with their technology needs

Build and maintain strong, long-term relationships with key stakeholders

Conduct regular client check-ins, including the coordination and leading strategic business reviews (SBR) and monthly sync calls

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

Qualification

Client success experienceIT infrastructure knowledgeCloud services knowledgeCybersecurity knowledgeCRM proficiencyTicketing systems proficiencyPositive client experienceCommunication skillsRelationship-building skillsPresentation skills