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BUSINESS SERVICES • CLIENT SUPPORT
PORTLAND, OREGON
HYBRID POSITION
Convergence Networks is one of North America's leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.
WHAT DOES OUR ACCOUNT/ CSM' S DO?
- Build and maintain strong, long-lasting customer relationships with stakeholders; serve as the primary point of contact for those accounts, onboarding management, handle client escalations, conduct strategic business reviews (plan, facilitate and follow-up), act as liaison for service reviews, manage opportunities
- Engage internal resources and assistance to service and manage customer accounts
- Compile data and prepare reports for your assigned clients, manage assets and categorization in Propel, manage profitability of clients and agreement true-ups, Desk Director user form management, manage simple vendor tasks like ISP shopping and print services, conduct discovery on cyber insurance applications
- Participate in networking and Partnership Works events
- Other duties as required by the role
- Associate degree or equivalent.
- Five years of relevant experience in the art of diffusing tense situations with clients and/or internal stakeholders.
- Five years of experience in analyzing and successfully navigating through complex business situations involving a myriad of logistical needs and personalities.
- Intermediate knowledge of technology - and ability to communicate technology to technical team while helping non-technical contacts understand complex information.
- Experience/skills in:
- Intermediate understanding of technology, including terminology and familiarity with various products, software and equipment.
- Proficiency with Microsoft Office (Excel, Word, Outlook)
- Knowledge and understanding of:
- Basic understanding of technology, including commonly used terminology and familiarity with various products and equipment.
- Personal skills and abilities:
- Advanced skills in organization, follow-through, problem-solving, consistency and customer service. Ability to work effectively to complete assigned tasks and customer management.
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- Dedication to exceptional service through patience, empathy, confidence, solution orientation, analytics, critical thinking, follow-up and effective communication.
- Excellent communication (verbal and written in English; listening and comprehension), documentation (for all levels internally and externally), organizational, detail and time management skills.
- Ability to build rapport and work productively with others (customers and teammates); ability to work independently; and ability to manage conflict and stressful situations.
- Strong sense of initiative and ownership over work and ability to adapt focus and work as necessary. Ability to work effectively and complete assigned tasks with minimal supervision.
- Bachelor's degree or equivalent in a technology or business-related field.
- Background working within the technology MSP business model, particularly as a Client Success Manager or similar role.
- Familiarity with ConnectWise, Office 365, Kaseya, or other similar MSP tools and software.
- Conceptual understanding of business technology systems and related hardware components (software licensing, PC and laptop hardware, PC peripherals, etc.).
- Experience creating purchase orders and quotes.
- Experience working on projects in a team environment.
- Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment if working on-site.
- Position requires contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis and technical work. Interactions are initiated in person or electronically. Position may require some travel to customer sites.
- Group benefits plans, including medical, dental, vision in US and health savings and supplement insurance (including dental) in Canada, including retirement plans (401k and RRSP).
- We believe in personal and professional growth. We offer regular internal training opportunities, as well as training and certification reimbursement so we can help you grow.
- We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
- Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as have some fun (families are often included as well).
PERFECT FIT...
If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!
We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodation is available upon request for candidates taking part in all stages of the selection process.
JOB ZONE
Customer Support, Senior /Business Services