Customer Success

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. To be considered for this position you must live in CT, DE, FL, GA, KY, MD, MA, NY, NC, OH, PA, SC, VT, VA, WA, DC, TX, IL, TN, UT or CO.

Responsibilities:

• Serve as the non-technical point of contact for assigned group of Managed Services accounts and develop trusted relationship with both external and internal client team.
• Ensure that accounts are satisfied with Kraft Kennedy's level of service, communicating feedback raised by the client to Kraft Kennedy management, while ensuring any concerns are resolved in an effective and timely manner
• Proactively interface with accounts on a regular basis to ensure their needs are being met via ad-hoc check-ins and routine status meetings
• Develop and maintain agenda / meeting notes for ongoing status meetings, while working with the internal team to prioritize follow-up items and communicate updates
• Work with the technical team to explore improvements for the client’s technologies, bringing those recommendations to the attention of the client and the internal sales team
• Coordinate the preparation, scheduling and execution of Quarterly Business Reviews and Annual Strategic Planning Meetings
• Drive relationship growth through scheduled in-person meetings at client locations
• Assist with the management of onboarding new clients and contacts
• Develop thorough understanding of any new and ongoing initiatives and manage the facilitation across client accounts
• Develop overall proficiency in internal systems and operating procedures
• Work with Procurement to ensure hardware/software renewals are processed in a timely manner
• Develop proficient understanding of Agreements and billing procedures for each client
• Review client invoices for accuracy and respond to any billing-related issues that arise

• 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
• Ability to travel periodically to client locations

Compensation

The base pay for this position has a salary range of $40,000 to $50,000. The actual salary offer will take in to account a wide range of factors including the individual’s qualifications, experience as well as location. In addition, certain positions are eligible for bonuses or commissions.

Why join us?

• Medical, dental, life and disability insurance
• 401k with company match
• Holidays/vacation/sick days
• Cutting edge training on the latest technologies
• Employee referral bonus program
• Phone reimbursement