Key Responsibilities/ Duties:

• Responsible for guiding new customers through the onboarding process and ensuring they have a smooth experience.
• Understand customers’ business needs and how they are using the company's products or services.
• Build long-lasting relationships with customers by becoming their trusted advisor and point of contact.
• Identify opportunities to upsell and cross-sell the company's products or services to existing customers.
• Regularly collect feedback from customers and use it to improve the company's products or services.
• Review customer accounts regularly to ensure they are getting the best service from your company.
• Communicate with customers to understand their concerns and provide the necessary solutions.
• Track customer data and behavior to identify trends and make data-driven decisions for improvement.
• Collaborate with internal teams such as sales, marketing, and product development to align strategy and practices to deliver exemplary service.
• Conduct customer training sessions to ensure customers are getting the most out of your products or services.
• Create reports for the management team to keep them updated on customer success metrics and achievements.
• Plan and implement initiatives to improve customer satisfaction and retention.

Knowledge, Skills, Abilities, and Behaviors:

• Well-rounded technical knowledge in Windows, networking, and M365 preferred.
• Excellent written and verbal communication skills.
• Strong business acumen.
• Superior organization, facilitation, and leadership skills.
• Superior customer service skills.
• Strong understanding of Meriplex services.
• Ability to analyze customer data to identify trends and patterns.
• Ability to manage projects simultaneously and prioritize tasks effectively.

Education/ Experience:

• Bachelor’s degree in a relevant field or the equivalent years of work experience.
• 3 years of experience in IT support, IT management, or a related industry.
• Experience working for a Managed Service Provider is preferred.
• Experience with ConnectWise or a similar ticketing system is preferred.

Physical Demands:
Sedentary Work – Exerts up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.