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Client Service Advocate
- Job Title
- Client Service Advocate
- Job ID
- 27649852
- Location
- Greenville, SC
- Other Location
- Description
-
Corsica Technologies is consistently recognized as one of the top managed IT and cybersecurity providers, helping organizations leverage technology as a competitive business advantage. Our integrated services protect companies and enable them to succeed. As our mission states, we are a key catalyst in protecting organizations, empowering their employees, and enabling their technology to gain a competitive business advantage so they can thrive.
Our team is focused on hiring the right people, in the right jobs, to help us continue to grow and move forward in creating a new level of service in the IT industry. Do you have what it takes to join the team? With decades of combined experience in our space, our leadership team thrives on helping their clients solve their most complex IT challenges.
Client Service Advocate
Job Purpose
The purpose of the Client Service Advocate position is to maintain strong relationships with an assigned group of clients so that they continue to trust Corsica to support their business IT needs. The Client Service Advocate serves as the day-to-day contact, and internal advocate for the client.
Indicate remote or desired region. Ex. This role is remote, but must be based in the Southeast territory.
Responsibilities:
· Develop and manage Corsica’s post-sales relationship with assigned accounts
· Build and maintain strong, trusted relationships with key contacts within assigned accounts
· Conduct regular service meetings with assigned accounts to ensure best service is provided
· Triage and review of clients’ tickets daily to ensure SLO’s are met
· Assist with scheduling of tickets
· Responsible for NPS and C-Sat scores in assigned accounts
· Address, analyze, and prioritize client feedback
· Responsible for trend analysis
· Responsible for impact on a clients Effective Billable Rate
· Identify potential opportunities for vCIO
Education, Experience, and Certifications:
Required
· Bachelor’s degree in a business-related field and 5 years of work experience, or
· Bachelor’s degree in any field and 10 years of work experience
Preferred
· Master’s degree in business-related field
· ITIL Foundations v3 certification or higher
· Experience with a Managed IT firm or IT industry knowledge or education
Competencies and Qualities:
· Able to represent Corsica at all times in a knowledgeable and professional manner
· Possess a mix of technical knowledge, intellectual curiosity, and interpersonal relationship building skills
· Strong desire to help, nurture, listen well, and communicate effectively
· Willing and able to take action without being instructed
· Able to find solutions to problems independently
· Bring new ideas to the table
· Able to handle interruptions, changing priorities, and multiple tasks in a calm and professional manner
· Plan, organize, and schedule in an efficient manner
· Able to discern and focus on key priorities
· Works well within a group environment
· Able to provide feedback to other members of the team
· Articulates technical knowledge, where appropriate, without technical jargon or lingo
· Exceptional oral and written communication skills
· Ability to communicate with both technical leaders and business owners
· Hard working and skilled at creative and critical thinking
Five Key Characteristics of Corsica Team Members
· Problem Solvers. We love a challenge and are passionate about using technology to solve our client’s real-world problems.
· Team Players. We work together to achieve our goals and provide the most positive outcomes for each other and our clients.
· Decision-makers. We are empowered to make informed decisions and take actions that drive results for our company and our clients.
· Client-focused. We make both our internal and external clients our top priority and aim to exceed expectations in everything we do.
· Inclusive. We believe that everyone contributes to our success. Our clients and team members are seen, heard, and valued.
Work Environment
Depending on assigned and targeted geography, work may be performed from a home office that provides a suitable work environment appropriate for focused and intense work. In some cases, work will be performed in a climate-controlled office space.
Travel
This position requires local travel to client sites. No overnight travel should be expected.
Physical Demand
· Candidate should be able to lift 25 pounds.
· Job will require sitting for long periods of time and may occasionally require bending, lifting, and driving.
Position Type/Expected Hours
This is a full-time position for five, eight-hour days (40 hours total) per week. A one-hour lunch break is provided. The typical shift starts at 8:00 AM and ends at 5:00 PM, Monday through Friday.
Benefits:
We are fully invested in the growth and well-being of our employees and offer the following benefits to our employees in all locations:
· 401K
· Medical, Dental, Vision
· Health Savings Account
· Life Insurance
· Short and Long-Term Disability
· PTO plus Paid Holidays
· Training and development opportunities
· Educational assistance
· EAP services that include free counseling services for employee and family
· Adoption assistance
· Commuter benefits
If you’re up for the challenge and enjoy the satisfaction of knowing your work has made a difference in helping other companies leverage technology as a competitive business advantage, then we want to hear from you today!
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.