Client Solutions Specialist

The Client Solutions Specialist (CSS) serves as a strategic advisor and primary relationship manager for assigned clients. This role is responsible for driving customer satisfaction, retention, and growth through proactive account management, technical business reviews, security and asset planning, and ongoing client engagement. The CSS collaborates cross-functionally to identify opportunities, deliver exceptional service, and align technology solutions with clients' business objectives.

This is an exempt, Safety-Sensitive position.

This is not a traditional sales position. Success is measured by relationship strength, client engagement, strategic planning and disciplined execution rather than quotas, cold calling or commission-driven selling.

The CSS is responsible for relationship ownership, not technical execution. The CSS coordinates, clarifies, and advocates while relying on internal experts for engineering and implementation., * Account Management: This position manages and builds relationships with the decision-makers at assigned customer accounts to boost satisfaction and ensure customer retention. This position identifies and documents customer goals, demonstrates the value of our services, and assists clients with product needs. This position owns the contract renewal process, driving successful outcomes through proactive customer engagement, contract discussions, and education regarding available products and services. This position must communicate between the customer and our internal product solutions team to document client requests, orders, and follow-ups. Furthermore, this position generates referral leads through customer networks and relationship building.

• Technical Account Reviews: This position conducts regular technical account reviews to ensure client systems are optimized and functioning efficiently, identifies opportunities for improvement, and provides actionable recommendations.
• Security Reviews: This position reviews comprehensive security assessments to identify vulnerabilities and risks and develops and implements security strategies and recommendations to enhance client security posture.
• Asset Reviews: This position evaluates client IT assets and infrastructure to ensure alignment with business needs, operational objectives, and industry standards, providing detailed recommendations for upgrades, replacements and optimizations.
• Marketing & Education: This position works cross-functionally with the Marketing Team to attain account growth goals through the creation and delivery of basic customer education. This position participates in marketing campaigns and proactively follows up with targeted customers to support account growth objectives. Accordingly, this position must maintain in-depth knowledge of all company service offerings.
• Recordkeeping: This position may travel onsite to customer locations for account reviews and to observe processes. This position must keep accurate records of all customer information and communication in internal CRM systems as well as customer preferences and notes to help tailor customer outreach. Furthermore, this position is responsible for entering all time and expenses into the CRM as they occur.

The statements above are intended to describe the general nature and level of work performed by Teammates assigned to this position. Other duties may be assigned by management as determined by the needs of the business.

• High technical aptitude and presentation skills
• Strong time-management skills with the ability to multi-task
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Ability to successfully collaborate and build relationships with customers and teammates
• Problem-solving mindset with a focus on client satisfaction
• Adept at working independently and as part of a team
• Ability to lead business-focused meetings with confidence and professionalism
• Strong organizational skills and follow-through
• Ability to identify opportunities for account growth through strategic client engagement and technology planning, * Bachelor's degree in Business Management, Information Technology, Computer Science, or related field, or equivalent work experience
• Training or experience in customer service
• Proven ability to manage multiple accounts successfully
• Proficient in Microsoft 365
• Proven experience in technical account management, preferably within an MSP environment
• Working knowledge of IT services, cybersecurity, cloud solutions, business technology, and digital transformation initiatives
• Strong understanding of IT infrastructure, security protocols, and asset management
• Technical certifications and/or training in personal computing, project management, or information technology are highly desirable
• Experience working cross-functionally with multiple departments
• Experience facilitating executive-level or strategic planning conversations

Additional Eligibility Qualifications

Ability to travel to client and company locations as required. If using own motor vehicle, must possess a valid state driver's license and proof of insurance that meets the minimum standards of the state.