Client Success Specialist - Elevity

Elevity is one of the largest and most capable technology service providers in the Midwest. Our talented and passionate team is the engine driving our continuing growth and strong position in the market.

Elevity is a combination of the words “elevate” and “security.” We aspire to elevate our clients’ businesses by delivering cutting-edge IT strategy, security, solutions, and support. Each Elevity, team member has a direct impact on the success of the local businesses we serve every day.

We also aim to elevate every team members’ career. We believe strongly in developing from within, working with each employee to create a fulfilling career path and provide continuing education.

Our work environment promotes both growth and balance – we encourage everyone to challenge themselves in their roles, but also take time away from the office to enjoy life. As a subsidiary of The Gordon Flesch Company, Elevity offers competitive salaries, generous benefits, and a fun, collaborative work environment.

In this role you will:

• Serve as the primary point of contact and key resource for assigned clients post-sale.
• Responsible for owning resolutions through to completion.
• Maintain a proactive and strategic approach to identifying and assisting clients with their technology needs.
• Build and maintain strong, long-term relationships with key stakeholders.
• Conduct regular client check-ins, including the coordination and leading strategic business reviews (SBR) and monthly sync calls.
• Monitor service delivery performance and ensure SLAs are met.
• Identify upsell opportunities and collaborate with vCIO’s on renewals and expansions
• Track client health metrics and proactively address risks of churn.
• Lead the renewal process by preparing and coordinating all necessary documentation including pricing, contracts, and scope changes – for new opportunities, service updates, and client renewals within assigned account base.
• Maintain accurate records in CRM/PSA and client success platforms.
• Develop strong working relationships with team members in other areas of the organization to ensure positive client experiences and to address issues when they arise.
• Coordinate with technical teams to resolve client issues by scheduling the appropriate resources and ensuring timely, complete resolution for all concerns within client environments.
• Maintain and continuously enhance knowledge of Elevity’s product offerings as well as industry developments and trends.
• Track and assist with scheduling delivery and installation of ordered equipment and services.
• Act as the voice of the client internally, advocating for their needs and priorities.
• Audit client billing as needed and resolve any invoicing concerns.
• Maintain company and client confidentiality.
• Work with team members in other markets to cover vacations or support overflow to ensure excellent client service.

You should have:

• High school diploma or equivalent.
• 2-3 years of experience in client success, account management, or IT service delivery – preferably in a B2B environment.
• Strong understanding of IT infrastructure, cloud services, and cybersecurity.
• Excellent communication and presentation skills, both written and verbal.
• Excellent relationship-building skills with both client contacts and internal team members.
• Demonstrated effectiveness at delivering a positive client experience.
• Proficiency with CRM tools (e.g., HubSpot, Salesforce) and ticketing systems (e.g., ConnectWise, Autotask).

Benefits:

Elevity , a Gordon Flesch Company, offers medical, dental, personal time, vacation time, holiday time, tuition reimbursement, 401(k) and 401(k) match, a wellness program, volunteer hours, and much more!

Gordon Flesch Company is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)