Customer Success Representative

Job Summary

The Customer Success Representative (CSR) position will be responsible developing and maintaining a successful relationship for their assigned Clients. The CSR is the face of Brite for our managed IT Clients and is required to be forward thinking, confident, well organized and can handle difficult conversations, such as communicating reactive outages. The daily duties of CSR’s are to ensure technology standards, service desk metrics and hardware health are being implemented, and any costs and budgets are being reviewed on a recurring basis. The CSR will be using leading software to track their customers’ progress and are expected to present findings with clients virtually and in person, on a recurring basis until the risks of their organization are completed. Additionally, since there is a technical foundation, CSRs should have a technical understanding of Windows Servers, Firewalls (SonicWALL's, Palo Alto, Meraki, etc.), Microsoft 365, and Azure. A plus if previously worked as a technical resource or engineer. Additional work of a CSR will require account and user true ups, contract & warranty expiration renewal, and hardware quoting.

ESSENTIAL FUNCTIONS

• Responsible for analyzing past service tickets and alerts for your assigned
  
  

customers and determining whether improvements need to be made.

• Schedule monthly reviews with clients to review reports and helpdesk statistics.
• Create service tickets or opportunities and assign to either the NOC or STC
• Analyzing compliance for Windows patching
• Identifying gaps or improvements needed for networks, server hardware &
• operating systems, Microsoft 365, Azure, and cybersecurity.
• Meet with STCs, Customer Success Manager, Service Delivery Managers, & Account Managers to communicate findings for outstanding client issues.
• Create tickets for the NOC team to handle remediation of issues identified during analysis.
• Update and maintain accurate details in documentation center.
• Prepare for and attend weekly service meetings, daily huddle meetings and
  
  

regularly scheduled Standards & Alignment meetings.

• Consistent with follow through on findings to ensure issues are being completed or recommended.
• Create service tickets to address client issues and following established procedures for service ticket followup and escalation when necessary.
• Attend company sponsored service and product training events.
• Participate in vendor certification programs.
  
  

OTHER DUTIES

• Accomplishes all other duties and tasks as appropriately assigned.
  
  

EDUCATION & EXPERIENCE

• Strong background in Information Technology with high level of detail, organization, and communication skills.
• Bachelor’s degree preferred.
• Knowledge in PSA, RMM, and other MSP Tools.
• IT certifications preferred (A , Server , Security , Microsoft)
• Minimum of 2 years of experience as a Systems Administrator, IT Manager or
  
  

in service delivery or an equivalent combination of education and experience sufficient to successfully perform the essential duties.

KNOWLEDGE, SKILLS & ABILITIES

• Must have an understanding with Microsoft 365, Azure, Windows Servers,
  
  

installing and maintaining computer hardware, operating systems, networks, and software applications in a business setting.

• Ability to adapt changes in Customer behavior due to outstanding issues.
• Ability to teach others.
• Strong and formal written and verbal communication skills.
• Ability to handle stressful situations in a congenial manner.
• Excellent organization and administrative skills.
• Ability to plan and prioritize to achieve a defined objective.
• Ability to review processes and recommend changes through a change management process.
• Attention to detail.
• Ability to audit and find technical discrepancies.
• Ability to work independently or as a team.
  
  

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to stand, walk, sit, use hands; and reach with hands and arms.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by the job include close vision, distance vision,
  
  

color vision, peripheral vision, depth perception, and the ability to adjust focus.

• The noise level in the work environment is usually moderate.