[Remote] Managed Services Customer Success

Note: The job is a remote job and is open to candidates in USA. Kraft & Kennedy, Inc. is a leading technology and management consulting firm specializing in managed services, IT infrastructure, cybersecurity, and advisory solutions for professional services organizations. As a Managed Services Account Manager, you will play a pivotal role in ensuring client satisfaction and fostering long-term relationships across a portfolio of accounts. You will serve as the primary non-technical point of contact, collaborating closely with clients and internal teams to deliver exceptional service and drive strategic growth.ResponsibilitiesServe as the non-technical point of contact for assigned group of Managed Services accounts and develop trusted relationship with both external and internal client teamEnsure that accounts are satisfied with Kraft Kennedy's level of service, communicating feedback raised by the client to Kraft Kennedy management, while ensuring any concerns are resolved in an effective and timely mannerProactively interface with accounts on a regular basis to ensure their needs are being met via ad-hoc check-ins and routine status meetingsDevelop and maintain agenda / meeting notes for ongoing status meetings, while working with the internal team to prioritize follow-up items and communicate updatesWork with the technical team to explore improvements for the client’s technologies, bringing those recommendations to the attention of the client and the internal sales teamCoordinate the preparation, scheduling and execution of Quarterly Business Reviews and Annual Strategic Planning MeetingsDrive relationship growth through scheduled in-person meetings at client locationsAssist with the management of onboarding new clients and contactsDevelop thorough understanding of any new and ongoing initiatives and manage the facilitation across client accountsDevelop overall proficiency in internal systems and operating proceduresWork with Procurement to ensure hardware/software renewals are processed in a timely mannerDevelop proficient understanding of Agreements and billing procedures for each clientReview client invoices for accuracy and respond to any billing-related issues that ariseSkillsYou must live in one of these locations to be considered for this remote position. (Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, Nevada, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, Virginia, DC, Kentucky, Pennsylvania, Ohio or Washington.)Bachelor's degree preferredDemonstrated level of success in the development of client relationshipsEnjoy working with customers and external audiencesHigh energy and drive with good negotiation skillsProficient with general office applications MS office etcStrong organizational, presentation, and customer service skillsStrong written communication skillsInterpersonal skills such as communication skills, active listening and customer-careAbility to multi-task and adapt to changes quicklyTyping skills to ensure quick and accurate data entrySelf-motivated with the ability to work in a fast moving environmentAbility to travel periodically to client locationsBenefitsFamily oriented team environment with strong emphasis on work life balanceMedical, dental, HSA, life and long-term disability insurance401k with company matchPhone reimbursementHolidays/vacation/sick daysCutting edge training on the latest technologiesEmployee referral bonus programCompany OverviewKraft & Kennedy is an information technology company that provides information governance and security services. It was founded in 1988, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is http://kraftkennedy.com.