Key Facts

Remote From:

Full time

English

Hard Skills

Stakeholder Communications Customer Relationship Management Account Management Customer Success Management Cross-Functional Collaboration Escalation Management Project Management Contract Management Account Management Invoicing Employee Onboarding Customer Success Management Meeting Facilitation Procurement Organizational Structure Meeting Facilitation

Other Skills

•
Strategic Planning
•
Communication
•
Time Management
•
Proactivity
•
Customer Service
•
Detail Oriented
•
Prioritization
•
Social Skills
•
Problem Solving

Roles & Responsibilities

Experience in account management or client services for managed services or technology solutions
Strong relationship-building and communication skills with cross-functional teams
Ability to coordinate with technical and sales teams to ensure timely delivery of solutions
Familiarity with procurement, renewals, contracts, and billing procedures

Requirements:

Serve as the non-technical point of contact for assigned Managed Services accounts and develop trusted relationships with external and internal client teams; liaise between customers and internal cross-functional teams to ensure timely delivery of solutions
Ensure client satisfaction with service levels; communicate client feedback to management and resolve concerns in a timely manner
Proactively interface with accounts through regular check-ins and status meetings; develop meeting agendas and notes; prioritize follow-ups with internal teams
Coordinate preparation and execution of Quarterly Business Reviews and Annual Strategic Planning Meetings; drive relationship growth through scheduled in-person client meetings

Kraft & Kennedy, Inc.

About Kraft & Kennedy, Inc.

Kraft Kennedy is a multidisciplinary technology and management consulting firm. With 30 years’ of experience, we have learned that the key to successful IT is to focus as much on the business needs of the client as on technology. At Kraft Kennedy we assure every client personalized attention by forming teams dedicated to exceeding expectations with custom solutions. Our teams are comprised of leading systems engineers, strategy specialists, and project managers. They are guided by lawyers, CIOs, and Executive Directors who provide invaluable advice and direction. Headquartered in New York, with offices in Chicago, Houston, and Wilton, CT., Kraft Kennedy counts law firms, financial organizations, and professional service firms among the clients who rely on our deep expertise and wide breadth of experience. With a 24x7 network operations center and modern as-as-service solutions, we are known for our uniquely deep expertise in IT infrastructure, cybersecurity, desktop design, project management, DMS, advisory services, and procurement. Clients range from small, local firms to large national companies. We are proud to have been voted a Top IT consulting firm by the International Legal Technology Association and to be a Microsoft Gold Partner and Microsoft Premier Exchange Support Partner.

Company type: SME

Founded: 2018

Company size: 51 - 200

Website LinkedIn See all jobs →

Job description

We are looking for a passionate individual who will partner with and ensure the long-term success of our managed service clients.

You will be responsible for developing long-term relationships with your portfolio of assigned clients, connecting with key business executives and stakeholders. You will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to client needs.

Responsibilities:

Serve as the non-technical point of contact for assigned group of Managed Services accounts and develop trusted relationship with both external and internal client team.
Ensure 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 manner
Proactively interface with accounts on a regular basis to ensure their needs are being met via ad-hoc check-ins and routine status meetings
Develop and maintain agenda / meeting notes for ongoing status meetings, while working with the internal team to prioritize follow-up items and communicate updates
Work 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 team
Coordinate the preparation, scheduling and execution of Quarterly Business Reviews and Annual Strategic Planning Meetings
Drive relationship growth through scheduled in-person meetings at client locations
Assist with the management of onboarding new clients and contacts
Develop thorough understanding of any new and ongoing initiatives and manage the facilitation across client accounts
Develop overall proficiency in internal systems and operating procedures
Work with Procurement to ensure hardware/software renewals are processed in a timely manner
Develop proficient understanding of Agreements and billing procedures for each client
Review client invoices for accuracy and respond to any billing-related issues that arise