Customer Strategy and Engagement Advisor

The Customer Strategy and Engagement Advisor is responsible for building relationships with customers' senior level executives to encourage new and repeat business opportunities. This role is responsible for the management of a select portfolio of accounts by vertical industry as well as managing and growing existing accounts by bringing forth new capabilities. The Customer Strategy and Engagement Advisor represent customer strategy and needs through active engagement within the organization; to ensure quality, with a focus on reliable, profitable growth.

Primary Responsibilities

• Develops account relationships with contacts from C-level to frontline management levels within the organization
• Identify opportunities to further penetrate accounts by selling our diverse service portfolio across all lines of service
• Partners with the Solution Design team prepare and present business proposals and sales presentations
• Responsible for the negotiation and management of customer contracts and Statement of Work
• Manage the account rationalization process and annual budget plan to ensure profitability and sustainability of the account
• Responsible for planning and executing customer engagement activities to include customer presentation creation and leading business reviews
• Supports sales team by acting as a subject matter expert to provide sales education and commercial content such as case studies, white papers and industry intelligence
• Acts as the point of contact for customer communications, conflict resolution, and compliance on customer deliverables and revenue expectations
• Responsible for reviewing and keeping track of progress of all major deliverables - strategic plan, quarterly reviews, annual reviews, improvement recommendations - to ensure quality standards, contractual commitments and customer expectations are met
• Determines project management criteria required successfully onboard new customers
• Owns the onboarding of new customers
• Manage communication expectations between the operations team and the customer
• Interact with Operations leaders to align metrics and reporting to meet customer requirements
• Adheres to all applicable laws/regulations, as well as company policies and procedures
• Other duties as assigned

Required Qualifications & Experience:

• Bachelor's degree in business or related field preferred or 5 or more years of experience in building and maintaining customer relationships
• Experience working with software, hardware and networks required
• Travel requirements will be 10% to 15%
• Excellent verbal and written communication skills
• Customer service driven
• Strong team player