Job Details

Skills

• Client Relationship Management (IT Context)

   

  • Build & Nurture Relationships: Establish and maintain long-term relationships with clients by providing ongoing support, regular check-ins, and personalized IT solutions that align with their technology needs. This creates trust and strengthens loyalty.
  • Understand Client Needs: Invest time in comprehensively understanding each client’s unique technology requirements, challenges, and pain points. Offer tailored IT solutions that directly support their business goals and operational efficiency.
  • Proactive Issue Resolution: Identify potential IT-related issues early, such as system vulnerabilities, software malfunctions, or security risks, and address them proactively to prevent significant disruptions, ensuring clients feel continuously supported and secure.

  Customer Support (IT Focus)

   

  • Primary Point of Contact: Serve as the main IT support contact for clients, handling all technical inquiries, service requests, troubleshooting, and escalations with professionalism and efficiency. This centralizes communication and fosters a smoother support experience.
  • Timely & Accurate Responses: Respond quickly and accurately to IT-related issues across all communication channels (phone, email, remote support). Ensuring rapid resolutions helps clients maintain productivity and minimizes downtime.
  • Internal Collaboration for Resolution: Collaborate with internal IT teams (network, security, infrastructure, etc.) and external vendors to resolve technical issues swiftly and ensure effective follow-ups, delivering comprehensive solutions that meet client needs.

  Account Management (IT Perspective)

   

  • Manage Client Accounts: Oversee all aspects of client accounts from an IT standpoint, including software renewals, hardware upgrades, system integrations, and cybersecurity needs. Identify upselling opportunities (e.g., cloud solutions, enterprise software) that align with client growth.
  • Monitor Account Growth: Regularly assess the performance and security of client IT infrastructures to identify opportunities for improvements or expansions, such as migrating to the cloud, implementing new software, or enhancing network security.
  • Maintain Detailed Records: Keep precise records of all client interactions, IT assets, service tickets, and transactions in the CRM system. This ensures smooth workflows, timely service renewals, and effective problem tracking.

  Product Knowledge (IT Expertise)

   

  • Develop Expertise: Cultivate deep knowledge of the company’s IT solutions and services, from hardware and software offerings to network infrastructure and cloud services. This expertise enables you to provide informed, relevant recommendations to clients.
  • Stay Industry-Aware: Stay updated on the latest technology trends, security developments, and industry-specific software solutions. Offering clients cutting-edge insights and solutions ensures they remain competitive and secure in an ever-evolving digital landscape.

  Cross-Functional Collaboration (IT Collaboration)

   

  • Collaborate Across Teams: Work closely with sales, marketing, and product development teams to ensure that the IT solutions you’re recommending align with both client needs and the company's capabilities. This collaboration helps deliver a seamless, cohesive service.
  • Provide Client Feedback: Actively gather client feedback on IT performance, usability, and satisfaction. Share this feedback with internal teams (such as development or security) to drive continuous improvements in IT offerings, security protocols, and overall customer experience.