Customer Success

Description

We are looking for a passionate individual who will partner with and ensure the long-term success of our managed service clients.

You will be responsible for developing long-term relationships with your portfolio of assigned clients, connecting with key business executives and stakeholders.  You will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to client needs. 

Responsibilities:

• Serve as the non-technical point of contact for our managed service clients’ needs
• Ensure that your clients are satisfied with Kraft Kennedy's level of service, communicating concerns or feedback raised by the client to Kraft Kennedy management, as needed
• Work with the technical team to explore improvements for the client’s technologies, bringing those recommendations and proposals to the attention of the client
• Work with the sales team and technical leads to develop new proposals and pursue those opportunities with the client
• Proactively check-in with clients on a regular basis to ensure their needs are being met, schedule regular status meetings and annual strategic planning meetings
• Work with Dispatch to coordinate client site visits and resolve any scheduling issues
• Work with Procurement to ensure hardware/software renewals are processed in a timely manner
• Review client invoices and respond to any billing-related issues that arise

Qualifications

• Bachelor’s degree preferred
• Demonstrated level of success in the development of client relationships
• Enjoy working with customers and external audiences
• High energy and drive with good negotiation skills
• Proficient with general office applications MS office etc.
• Strong organizational, presentation, and customer service skills
• Strong written communication skills
• Interpersonal skills such as communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Typing skills to ensure quick and accurate data entry
• Self-motivated with the ability to work in a fast moving environment