What are the responsibilities and job description for the Client Success Advocate position at Fisher's Technology?
Fisher's Technology
Fisher's mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the "Best Places to Work in Idaho" for the last fifteen years.
Fisher's is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Canon, Konica Minolta, HP, OCE and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com.
Position Responsibilities
The Client Success Advocate is an entry level role responsible for acting as the main point of contact for client accounts, managing all aspects of the client experience with Fisher's Technology to ensure expectations are met or exceeded. A key responsibility in this role is to build and maintain relationships with clients, understand their business needs, and advocate internally and externally to ensure client needs are met. This role focuses on regular client communication, addressing service complaints, and maintaining accurate client records. The Client Success Advocate works closely with the Virtual Chief Information Officer (vCIO) and Sales Engineers to support the client's technology needs.
Key Responsibilities :
- Serve as the primary point of contact for clients, providing administrative support alongside the vCIO and Sales Engineer.
- Perform 2-3 quarterly client account reviews per week and consult the Technology Roadmap, outlined by the vCIO, to keep clients current with their technology needs and grow and evolve based on client's goals.
- Generate quotes for client orders as needed, adhering to the pricing margins set by the vCIO, to advance client's progress on their Technology Roadmap.
- Communicate regularly with clients via phone, email, social media, in-person, etc., ensuring at least monthly check-ins and important touchpoints, such as thank you cards and birthday cards.
- Ensure client licensing numbers and monthly charges are accurate.
- Educate clients on the best ways to interface with the company for optimal service, including the importance of ticketing.
- Expedite service issues for clients and escalate process errors to the vCIO for resolution.
- Monitor and report on key performance indicators (KPIs) related to client satisfaction, service delivery, and client retention.
- Utilize a points system to reinforce daily and weekly behaviors, achieving bonus incentives based on performance.
Qualifications :
Fisher's Technology offers an extensive benefits package that includes the following :
