Client Experience Representative

Client Experience Representative

The Client Success Team (CSM/CXR) are client ambassadors that are solely focused on enhancing client experience w/ DKB through strengthening relationship, understanding their business to provide better service, and working with them to increase service satisfaction.  

Requirements:

• High level of focused ownership and empathetic client relationship experience, effective communication and organizational skills to keep track of client meetings and requests.  Wide range of service desk experience, preferably with a managed services provider (MSP) having served multiple clients where support is provided for server/systems on a Microsoft AD domain, network, storage, desktop, O365 email, with security requirements; or equivalent experience leading support for a small but  complex environment.

Position Functions:

• Establish and build a strong trusting relationship with our clients so we can know how to best serve them. Proactively probe and ask clients what kind of issues or pain points they are experiencing.
  
  


• Schedule continual onsite visits (frequency is dependent on client needs) or remote meetings to stay in touch as well as understand the state of their business and assist users with technical issues.
  
  
  
  
  
  • While onsite you will check the Service Desk board to see what tickets are open so you can assist those users if applicable and do a non-invasive walkthrough to see if there are any users you can assist while you are there.
    
    
  
  
  
  


• Proactively review ticket trends and reactive ticket dashboards to identify recurring issues that can be resolved via automation, best practice alignment or infrastructure solutioning.
  
  


• Attend and assist in DKBCares, SIP's and other client focused meetings.
  
  


• Participate in on-call rotation for after-hours emergency support
  
  


• Ability to travel periodically for business needs is required.

Essential Skills:

• A desire to provide the highest quality of Service Delivery and Client Experience


• Excellent verbal and written communication skills


• Broad understanding of IT and IT uses cases across SMBs


• Excellent customer facing skills


• Must be able to perform under pressure and maintain tight deadlines
  
  

Additional Desired Skills:

• Knowledge of ITIL disciplines and principles


• Previous experience in a mid to large scale support environment


• Demonstrable experience in the IT Service Delivery theater


• Project Management / Coordination

Key Measure:

• # hours onsite
  
  


• # tickets resolved
  
  


• # users assisted either w/ a reactive issue or training
  
  


• Opportunities Identified (projects, recurring issues resolved, etc)
  
  


• Ticket Noise Reduction