CLIENT Strategy advisor

Develop long-term relationships with a portfolio of IT services clients

The person holding the Client Strategy Advisor (CSA) position will be responsible for the management and oversight of assigned DPS accounts. The CSA will act as primary contact for the assigned client accounts and in addition will be responsible for preparing and submitting monthly executive summary reports to clients, performing monthly client account review calls, preparing and presenting strategic quarterly business review (QBR) reports, creating and identifying strategic IT initiatives with clients, creating long term budgeting and the formulation of technology roadmaps for the improvement of the Client’s technology-related business systems to be in line with both industry best practices and DPS standards. The CSA will be responsible for preparing and presenting final proposals for any project services as well as quotes for product sales as needed. This includes working hand in hand with our Network Administration team to turn technology alignment challenges into business opportunities that meet their clients’ goals.
 
DPS is focused on providing world-class service delivery methodology and the CSA’s role and duties are critical to the success of both the client and DPS. The CSA will work closely with Network Administrators assigned to each DPS account that is serviced under DPS’s Managed Service Provider “MSP” practice. The CSA will work with sales, service, centralized services, network administration, project and professional services teams as-well-as management and the client directly to ensure the highest service experience possible by DPS client’s enrolled in DPS’s fully managed IT support services. It is critical that the CSA takes the strategic approach that allows them to be truly seen as a trusted advisor.
 

Essential Duties and Responsibilities:

 
New Client Onboardings
  • Perform and act as primary contact for new client onboardings for assigned client accounts
  • Ensure clients complete and return new client Onboarding Completion surveys
  • Perform and act as primary point of contact for assigned client accounts
  • Schedule and Perform Monthly strategic contact and engagements with each assigned account
 
Ongoing Client Engagement
  • Ensure assigned clients receive monthly executive summary reports
  • Prepare strategic executive-level account overview reports quarterly for each assigned client
  • Prepare strategic technology roadmaps with budget projections for each assigned client that are tied to business objectives/goals.
  • Prepare written proposals for projects and professional services as required to meet the objectives of the
  • client’s technology roadmap and strategic objectives and initiatives to better align their information technology (IT) systems with industry best-practices and DPS standards.
  • Perform regular executive-level contact and perform strategic Quarterly Business Reviews (QBRs) with clients 
  • Ensure clients complete and return QBR surveys
 
Day to Day Responsibilities
  • Ensure each client’s “Activities” in ConnectWise are maintained for complete accuracy and assignments
  • Ensure each client’s “Opportunities” in ConnectWise are maintained for complete accuracy and forecasting
  • Prepare & attend weekly Client Strategy Advisor (CSA) Team meetings
  • Prepare & attend weekly 1 on 1 Client Strategy Advisor (CSA) individual account review meetings
  • Prepare & attend weekly meetings with assigned Network Administrators for each assigned client accounts
  • Ensure that ongoing education and training is completed for Trumethods, MyITprocess, IT Glue, ConnectWise and other systems as directed by management.
  • Perform follow up on any Customer Thermometer client satisfaction reports that are anything less that
  • “Excellent” or “Good” ratings and ensure detailed documentation of outcome of follow up in ConnectWise
  • Other tasks as needed that may be required for overall success of DP Solutions; our clients and our work environment.
  

Performance Requirements:

  • Manage 30-40 Clients that total approximately $120,000 on Monthly Recurring Revenue (MRR)
  • Sell approximately 20% of Client MRR in Professional Services monthly (ie. sell $25,000 in project labor monthly)
  • Ensure 100% response rate on QBR Surveys
  • Ensure 100% response rate on Onboarding Completion Surveys
  • Ensure 100% completion of assigned training as directed by management (Trumethods, MyITprocess, IT Glue, ConnectWise, etc.)
  • Timely and accurate time sheet and expense reporting.
  • Timely and accurate Key Performance Indicator (KPI) worksheets reporting
  

Knowledge, Skills and/or Abilities Required:

  • Interpersonal skills: such as telephony skills, communication skills, team work, active listening and customer- care. Ability to provide empathy to clients and DPS staff.
  • Detail and fact oriented.
  • Ability to multi-task and adapt to changes quickly.
  • Independent, successful, experienced working with a team approach, ability to manage long-term opportunities and comfortable working with senior level executives
  • Ability to skillfully build lasting long-term relationships with executive management of current clients
  • Excellent presentation skills and professional appearance
  • Excellent oral and written communication skills
  • A professional, personable and persistent attitude that can overcome adversity
  • Working knowledge of Word, Excel, Outlook, and PowerPoint
  • Excellent knowledge and understanding of all DPS’ key IT products and services.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Self-motivated and engaging.
  • Ability to support the five core principals of DP Solutions: Surprise & Delight; Teamwork; Own It; Our People Matter; Long Term View.
  • Understanding of processes within Trumethods, MyITprocess, IT Glue & ConnectWise.
 

Physical Requirements:

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
  • Must be able to lift and carry up to 50 lbs
  • Must be able to talk, listen and speak clearly on telephone
 

Compensation/Benefits:

  • Salary is commensurate with experience and commissions are uncapped.
  • Excellent benefits.
  • 401K / retirement planning and matching.
  • The fine print: Sorry, no relocation, local candidates only please.