The Client Services Consultant (CSC) is responsible for the cultivation, administration, and maintenance of the client relationship. This individual builds relationships with clients through the delivery of exceptional customer service characterized by mutual respect, understanding and trust.
This position requires the individual to possess strong relationship skills, exhibit technical knowledge and have experience in Client Management. In this position, this individual will manage multiple client in varying industries and will have direct ownership over each account. To be successful in this role, the CSC will work to earn the role of trusted advisory with their clients and are highly motivated by client and professional success.
Essential Job Duties and Responsibilities
Develop a close working relationship with clients to provide solutions that maximize their investment in IT.
Implement a Technology Roadmap Planning to ensure the development of the client and how they utilize technology to meet their business objectives.
Effectively communicate features and benefits of solutions to manage the expectations throughout the life cycle of the account.
Maximize the use of GDR-provided resources to deliver high-quality services.
Advocate on behalf of the client internally to ensure GDR is delivering the contracted services and driving additional value through our offerings, along with externally with third-party vendors.
Identify client needs; be continuously alert and responsive to the clients ever-changing environment and needs, along with the evolving IT landscape.
Opportunity Management, which includes deal registrations, leasing options, quoting and selling telecommunications, and quarterly business review with clients.
Manage relationships with third-party vendor relationships who deliver products and services that compliment GDR’s deliverables. Monitor these relationships to ensure the client is being handled with the same values that GDR represents.
Monitor Service Requests and overall client support daily to guarantee the client receives quality support.
Creation and maintenance of detailed documentation related to client’s systems, solutions and processes.
Provide technical sales support, which may include collaboration with GDR Project Team to define, design, and detail the technical aspects and feasibility of proposed solutions.
Work with management to develop proposals, quotes and respond to RFP / RFI documents.
Strong familiarity with the following SMB and Enterprise Applications and Services, both on-premise and cloud:
Microsoft Server Roles, Backup / DR / BC Solutions, Azure, AWS, Office 365, Virtualization, Networking, Network Security, WAN and LAN Connectivity, Client Endpoints, Endpoint Security, ERP, CRM, Reporting, Data Management and Compliance.
Experience interpreting client needs and translating them into technical requirements.
Outside sales experience with selling the following: IT Services and Products, Managed IT Services and/or IT Consulting.
Possess a track record of managing the client commitment, negotiation, and closing of the sales process.
Experience with managing service delivery in an outsourced model.
Ability to work in a dynamic, fast-paced environment, including the ability to manage through critical events.
Demonstrated level of success in the development of client relationships.
Comfortable engaging with all client staff, including C-Level Individuals.
Interpersonal Skills, such as: telephony, communication and active-listening skills.
Strong organizational, presentation and customer-service skills.