Client Experience Coordinator

At Elevate Services Group we understand that IT is much more than technology. It is a foundation for people to engage, collaborate, and produce simply and productively. The Elevate Way delivers a new paradigm for IT services and it starts with our people.

At Elevate, we are more than technologists. We use our skills to make people's lives better, smarter, and happier. To give our clients command of their technology, we need people who thrive in a team, take ownership of problems, and like to explore new challenges. If that sounds like you, join our team and let’s make the future brighter.

Job Description:
We are seeking an experienced and dynamic Client Experience Coordinator to join our team. In this pivotal role, you will be responsible for managing and nurturing client relationships, ensuring client satisfaction, and supporting client retention. This tactical role requires a detail-oriented and adaptable professional with excellent communication skills and a strong background in IT Managed Services. The ideal candidate will possess strong communication skills and a passion for delivering outstanding client experiences. This position enjoys a wide variety of responsibilities; however, the primary responsibilities are as follows:

Key Responsibilities:

• Servce as a tactical point of contact for clients, ensuring their satisfaction and success.
• Develop and maintain strong relationships with clients, understanding their business needs and challenges.
• Conduct regular meetings and follow-ups with clients to ensure their needs are being met.
• Collaborate with internal teams to ensure seamless service delivery and have client issues addressed.
• Advocate for clients within the organization, ensuring their feedback is heard and acted upon.
• Drive client retention and satisfaction by delivering exceptional service and support.
• Monitor client health and proactively address any potential issues. Examples include (but are not limited to): Addressing upcoming licensing expirations, Identifying ticket and noise trends, Benchmarking client environments for optimal health, Updating applicable client documentation, Improving or making recommendations for process improvements.
• Support sales efforts through needs analysis, solution definition, pricing analysis, contract negotiation, and technology insight.
• Write and present quotes for licenses, hardware, or other minor services.
• Serve as a tactical support resource for the Client Services Department.
• Monitor and Report on Key Performance Indicators and drive improvement from KPIs.
• Contribute to the long-term future of Elevate’s operating model, technology systems, and processes.
• Other duties as assigned.

Qualifications (Preferred):

• Proven experience in a Client Success or Account Management role, preferably within an IT MSP environment.
• Excellent interpersonal and communication skills.
• Ability to build and maintain strong client relationships.
• Strong problem-solving and negotiating skills.
• Ability to work independently and as part of a team.
• Familiarity with IT services and solutions, such as SaaS, Cybersecurity, and Provisioning.
• Proficiency in using Microsoft 365 Office Suite.
• Proficiency in CRM systems, such as HubSpot, or other account management tools.
• Proficiency in ticketing system software, such as Autotask, or other applicable tools.
• Familiarity with IT management platforms and RMM software.
• Valid driver’s license and reliable transportation.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Ability to Commute:

• Greenwood Village, CO 80111 (Required)

Ability to Relocate:

• Greenwood Village, CO 80111: Relocate before starting work (Required)

Work Location: In person

Salary : $65,000 - $75,000