Requirements:

Gainsight / Totango / ChurnZero / or any CSM Tools. Must have used one of these (or similar system and have understanding) or a similar (maybe proprietary) and be proficient with it so that they have a complete understanding and can talk the lingo with Sunita.

MUST HAVE: QBR / Quarterly Business Reviews / Built this from scratch per client and handled from start to finish

Advocate for the customer / Handle all issues and make sure they are moving forward

Must be able to explain (very articulately) how they would handle escalations

Essential Role and Responsibilities:

· Consultative Selling: Qualifies potential matches for this company's Managed and Professional Services; builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; Presents solutions that meet customer objectives; Manages and documents Quarterly Business Review process.

· Provides prospect/client guidance through short- and long-term strategic planning; continuously being mindful of where the company may make a contribution to the client’s long-term business success.

· Client Service: Maintains calm, pleasant, respectful attitude, displays empathy and courtesy; Resolves difficult or emotional situations; Delivers promptly on commitments; Takes responsibility for resolving customer issues; Submits client feedback to improve service. Identifies at-risk client relationships and leads the team to correcting any identified issues.

· Sets and manage potential clients’ expectations, and convincingly oversee the delivery of comprehensive proposals that provide ROI and to show payback justification.

· Ensures that clients are so satisfied that they readily agree to be strong, positive references for future clients. Proactively develop client testimonials.

· Build, foster, maintain, and fortify strong, positive relationships with all participants during all phases of new and ongoing projects to ensure client satisfaction. This includes all of the company's partners and all third-party service providers.

· Maintain overall coordination during multiple project implementations. Oversee the construction and execution of detailed client approved project plans.

· Serve as communication interface between the client, the sales team, services teams, and any other involved.

· When our primary contact changes, onboard the new person like a new client

· Works with Service Delivery Leadership to compile QBR reviews and applies judgement and industry knowledge to prioritize recommendations.

Job Requirements

· MSP specific experience strongly desired (ConnectWise experience preferred).

· A four-year degree from an accredited college or university is required. Certification from recognized project management institutions is preferred.

· 5+ years in an IT Business related role working with C-Level and IT Management.

· Communications - Verbal: Listens and repeats back for clarification; Communicates in understanding manner; Adapts tone and style to individual; Communicates clearly with all audiences; Demonstrates effective presentation skills; Presents persuasively when appropriate.

· Communications- Written: Writes in an understandable manner; Communicates clearly and efficiently; Adapts writing style to audience;

· Checks work for spelling and grammar; Incorporates numerical data effectively; Formats documents for quick review.

· Business Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

· Negotiation Skills: Clarifies interests and positions of all parties; Adjusts tactics to achieve desired results; Manages conflict, manipulation, and strong emotions; Develops alternative options for mutual gain; Builds consensus through give and take; Maintain knowledge of solution pricing policies and sales initiatives.

· Demonstrated Sales Skills: Achieves sales goals; Overcomes objections with persuasion and persistence; Maintains customer satisfaction; Maintains records and promptly submits information; Displays tenacity with the ability to handle rejection.

· Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit.

· Time Management: Plans how to achieve key priorities weekly; Reviews results of time plans weekly; Schedules time realistically; Achieves key priorities daily; Balances personal and professional objectives

· Relationship builder: Builds ongoing business relationships with prospective clients and with new and established clients based upon personal integrity and achieving proposal goals.

· Motivator: Leads by example with a positive, achiever attitude resulting in results-rich, enjoyable client, manager, and staff work environments.

· Leadership: Mentors

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Travel requirement:

• No travel

Ability to commute/relocate:

• Orlando, FL: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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