Client Advisor

Overview

Synoptek

We think globally, act locally. As a Managed Services Provider, Synoptek provides world‑class strategic IT leadership and hyper‑efficient IT operational support, enabling our global client‑base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever‑growing, ever‑evolving IT organization that provides a high‑caliber team, results growth, and clarity.

This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.

The Client Advisor (CA) is the primary point of contact for a portfolio of key customers, ensuring their satisfaction and retention through exceptional service delivery. This individual in this role will be responsible for building and maintaining strong relationships with their assigned clients, understanding their needs and will act as an advisor, providing guidance and best practices to ensure they are getting the most value out of their services.

Additionally, the CA will create solutions to meet customers' needs and provide guidance and support to technical teams to ensure the solutions are effectively executed.

• Customer & Sales Management
  • Act as the primary point of contact and build strong relationships with clients, by establishing trust and rapport, and understanding their unique business needs and objectives
  • Identify and pursue new business opportunities by staying informed of the client's business needs and being able to spot new opportunities, by conducting market research and understanding industry trends
  • Manage client expectations and deliver exceptional service, by consistently meeting or exceeding client expectations, and addressing client concerns promptly
  • Continuously measure and evaluate client satisfaction, by gathering feedback and metrics, analyzing results, and implementing improvements as needed to ensure that client expectations are met or exceeded
  • Proactively manage and renew contracts, by ensuring that the client is satisfied with the service and the outcomes of the engagement and identifying opportunities for upselling and cross‑selling
  • Create and maintain accurate client records and account information, by keeping track of client interactions, noting important details and following up on action items
  • Work closely with internal teams to ensure that clients' needs are met, by facilitating communication and collaboration among cross‑functional teams
  • Lead client presentations and negotiations, by effectively communicating the value proposition and addressing any objections to close sales deals
  • Conduct periodic reviews of delivered services, by scheduling regular meetings to evaluate the effectiveness of the services provided, gather feedback, and identify areas for improvement.
• Operational Delivery
  • Assist in the development and maintenance of service delivery protocols, by providing input and recommendations for procedures and guidelines for delivering services, to ensure consistency and quality of service delivery that meet the customer's expectations.
  • Provide support in the monitoring and reporting of service level agreements (SLAs), by assisting in the tracking of service delivery metrics and providing suggestions for corrective actions as needed.
  • Collaborate with and provide guidance to the service delivery team, by working with the team to ensure that service delivery aligns with customer expectations, while being aware of the team's accountability.
  • Identify potential operational risks and recommend mitigation strategies, by proactively bringing attention to potential issues and providing solutions to minimize disruptions to service delivery.
  • Contribute to the continuous improvement…