Strategic IT Consultant

The Strategic IT Consultant is a highly visible, client-facing role within our Managed Services practice. In this role, you will build client relationships by acting as a customer advocate and liaison. The Strategic IT Consultant partners with Account Executives to assist in identifying sales opportunities, works closely with internal support teams, and works to enhance internal processes.

Some responsibilities include but are not limited to the following:

• Serves as a key point of contact for client decision makers and influencers and develops strong working relationships


• Manages the delivery of managed services to assigned clients, ensuring that contract deliverables are met, and the scope of service is maintained. Acts as a backup for colleagues as needed


• Acts as the client's advocate to build a strong relationship based on quality, trust and customer satisfaction


• Facilitates the Post Incident Review process, drives analysis of incidents, development of findings and development of action items


• Tracks managed service scope and drives changes to billing, managing processes for change orders and renewals to ensure accurate customer billing


• Provides recommendations on programs, processes, and resources to improve efficiencies


• Monitors ticketing workflow to ensure important and outlier tickets are addressed


• Works with other internal teams to create and update technical standards to reduce client risk and reactive support time


• Participates in project meetings with Professional Services and other teams as necessary


• All other duties, as assigned

Skills:

• Self-starter, self-motivated and driven for success


• Exceptional listening, communication and relationship skills


• Understanding of business decision-making factors around technology; including risk mitigation, budgeting, and efficiency


• Experience working with diverse environments


• Negotiation and conflict management skills


• Effective critical thinking, analytical, and problem-solving skills to obtain business solutions


• Strong organizational, multi-tasking, detail-oriented, and time management skills


• Solid knowledge and proficiency with Microsoft Office products (Word, Excel, and PowerPoint)


• Strong documentation skills


• Ability to adapt to changing priorities


• Maintains a high level of professionalism, confidentiality and a courteous demeanor


• Commitment to self and team - constantly willing to learn, grow and improve while also remaining humbly confident to coach peers

Experience and Education:

• Minimum of five (5) years of professional experience in an IT services and/or IT account relationship management role


• General knowledge of IT infrastructure and operations utilized by small to mid-market organizations


• Bachelor's Degree or equivalent work experience


• Completion of related-IT training preferred, whether it be through a degree program or certification such as ITIL Foundation or PMP certification