Summary/Objective: BankOnIT’s Strategic Advisors focuses on building and maintaining relationships with existing high-value clients to ensure high engagement from the client and overall client satisfaction. This position is a political role in nature and will navigate the sensitive discussion points both internally and externally to result in both the client and company’s desired outcomes.

Key Responsibilities include: 

• Relationship building: 
  • Develop and maintain strong relationships with the clients’ executive teams by understanding their business and desired outcomes and providing value to the client.
  • Continually identify key stakeholders, establish new relationships, and nurture existing ones.
  • Navigate potential conflicts with the client internal IT team while maintaining a direct communication path and primary point of contact with the executive decision maker(s).
• Strategy: 
  • Work closely with each client to understand key business drivers, challenges, and opportunities to create strategies to help customers achieve long-term success. 
  • Continually work to assess, clarify and validate customer needs.
  • Work closely with operations to align the right data points for a strong executive dashboard.
  • Navigate client issues immediately by looking for long-term resolutions that reduce unnecessary time and increase efficiency and profitability of client contracts.
• Communication: 
  • Ensure strong communication at all levels of the clients and build respect and trust with the President/CEO and other key executives. 
  • Execute a strategic communication plan with proactive recurring meetings and ad hoc check-ins.
  • Act as a liaison between internal and external resources.
  • Navigate difficult conversations-- both internally and with the clients’ executive teams-- to facilitate a strong partnership and desired outcomes.
  • Act as the central resource for the primary client contact to facilitate questions, address high level concerns or navigate BOIT resources.
  • Take accountability to work with internal resources and escalate as needed to ensure clients’ problems are addressed swiftly and effectively while providing proper communication to the client throughout the process.
• Solution Knowledge:
  • Work with key internal resources to understand our high-level technical strategies and be able to walk a client through those decisions and the value proposition and messaging around it.
  • Work to understand the root of client issues and seek information around the BOIT solution to help translate those findings to the non-technical client executive.
  • Work to facilitate any gaps in the client environment regarding BOIT standards and best practices.
  • Recommend and propose enhanced solutions as needed to address gaps or fulfill a client’s expanded requirements.  
• Renewals and New Business:
  • Proactively manage client communications and work quickly to address any open issues to ensure a high level of satisfaction from all clients.
  • Monitor customer health scores and engagement analytics to ensure high satisfaction with clients and a high confidence in renewal.
  • Work closely with sales operations to manage renewals as they come due.  
  • Successfully identify and close opportunities for additional products or services, such as multifactor authentication or BOIT phone solution.
  • Proactively seek referrals from clients and ensure a high net promoter score.

Other Responsibilities include: 

• Customer Advocacy: Act as the voice of the customer internally by providing client feedback to the operations, marketing, and sales teams to better align service offerings to client needs and enhance client engagement.
• Company Advocacy: Act as the voice of the company by providing updates and explanations behind decisions to the clients to educate them around risks and reiterate the company’s trusted advisor position.
• Success Metrics and Reporting: Track and report on key performance indicators (KPIs) related to customer success, such as customer satisfaction score (CSAT) and Net Promoter Score (NPS).

Requirements:

• Bachelor's degree in business, communications, sales or related experience
• Exceptional written and verbal communication skills with the ability to communicate effectively with executive decision makers
• Ability to handle difficult conversations and deal with challenging situations
• The ability to navigate client or internal conflict to successful resolution
• Strong analytical skills with the ability to identify issues and provide practical solutions
• The ability to understand customer pain points and navigate to resolution, fostering trust and loyalty
• A good grasp of the company’s service offerings and relevant technology to guide customers effectively and navigate issues
• Ability to manage multiple accounts and tasks simultaneously, ensuring responsiveness to all clients
• Strong relationship-building skills to foster long-term customer engagements
• Strong sales skills to identify and facilitate resolutions to gaps in technology standards within existing accounts
• Ability to analyze customer data to make informed decisions and recommendations