Client Success Advisor - Remote

With an eye for detail and a contagiously positive attitude, you’re the teammate everyone counts on to get the project buttoned up and across the finish line.

Remote, NH


<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers&rsquo; IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we&rsquo;re a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose.</strong></p>

keywords: position summary,position details,reporting,support,sales,customer service,knowledge,communication,skills

Full Time

Overview: <br /> <p>Connection has a fantastic opportunity for a Client Success Advisor. This is a direct-hire remote opportunity.</p> <p>The Client Success Advisor (CSA) is the primary contact and central resource for assigned internal and external Services Support clients. The CSA assists in the onboarding of the client; tracks critical data elements related to support coverages, end-of-support events, and install-based reconciliations. The CSA analyzes install-based data, participates in client reviews, and handles communications to Connection account teams and the clients. Utilizes independent judgment and discretion to prioritize findings and advise on critical versus non-critical data to be actioned by the customer.</p>
Responsibilities: <br /> <ul> <li>Builds, analyzes, and distributes reports to client and Account Managers on a weekly, monthly, or quarterly basis on support services</li> <li>Explains and advises on findings &ndash; what is covered, what is not, what is expiring, etc.</li> <li>Works with clients to understand current needs and challenges with their reports</li> <li>Utilizes a virtual or physical collector to pull data</li> <li>Cleans up reporting and compiles into a pre-selected format</li> <li>Determines frequency of reporting by the client</li> <li>Case management on the install base action items</li> <li>Delivers outlined data and alerts determined by the client</li> <li>Consolidates client&rsquo;s coverages and install sites</li> <li>Serves as point of contact to onboard the client to the vendor&rsquo;s services dashboard.</li> <li>Engages technical support for issues found or concerns with statuses of equipment</li> <li>Initiates client kick-off procedures and meetings</li> <li>Attends customer discovery calls</li> <li>Assigns designated administrators</li> <li>Defines and manages inventories and segments</li> <li>Troubleshoots and addresses technical difficulties accessing data.</li> <li>Delivers critical or requested updates on trouble areas.</li> <li>Engages sales and determines strategic clients to contact regarding services dashboards</li> <li>Schedules conference calls with clients to discuss services and license dashboards, such as Total Care and their benefits</li> <li>Positions the cost for PCC to provide annual service</li> <li>Determines any possible uplift solutions or additional services needed</li> <li>Performs all other duties or special projects as assigned.</li> </ul>
Requirements: <ul> <li>Knowledgeable of network technologies &ndash; routing, switching, etc.</li> <li>Basic understanding of network management systems &ndash; Cisco Prime, SolarWinds, or equivalent.</li> <li>Basic Virtual Machine understanding</li> <li>Working knowledge of Sales industry and supporting sales</li> <li>Knowledge of Simple Network Management Protocol (SNMP) collection protocols</li> <li>Intermediate knowledge of Microsoft Office Suite (Word, PowerPoint, Excel) with emphasis on Excel</li> <li>Understanding of OEM programs to be able to drive attach rates, revenue, and margin</li> <li>Understanding of budgeting process with ability to discuss options with customer</li> <li>Assisting and/or writing and providing feedback on effective programs for the sales team.</li> <li>Articulate with ability to express oneself clearly and professionally in written and oral communication</li> <li>Excellent verbal communication skills with ability to present professional demonstrations</li> <li>Interpersonal skills with ability to work well with all levels of the organization and to function in a team environment</li> <li>Good listening skills with ability to receive information completely and understand what is being said</li> <li>Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines.</li> </ul>