Client Advocate / Customer Success Manager

This position is available immediately offering competitive pay based on skill level and experience.
We are an established IT Consulting company and MSP in business for 20 years. We provide technical support, integrations, and consulting services to commercial industry, and we are looking for a Client Advocate who is willing and motivated to learn and grow within the organization. This individual must be very organized and personable with a great attitude, be able to work well in a team environment, and genuinely care about meeting customer needs. Excellent work ethic combined with consistent performance, reliability and attendance are top priorities.
This position focuses on interfacing with our loyal clients, building rapport and assuring that their needs are being met. You could say that this position spans from being a Customer Service Representative to Project Management, with a small amount of Sales mindset built in.
This role requires at least an entry level to moderate technical skills and understanding, and may be asked to perform basic functions like password resets, or walking customers through simple processes. Due to the teamwork required, this position requires working in onsite in our Delray Beach office.
KEY RESPONSIBILITIES:
Work alongside your other team members in our Delray Beach Florida office
Tend to incoming support requests by all means including:
professionally answering incoming calls, monitor and maintain email communication with customers, and in-person or video meetings
Liaise with customers to build rapport and trust
Document support requests and business opportunities in the form of tickets within our platforms
With a sales mindset, search for areas of deficiency or need where Caperion might be able to provide added value or solve a problem with a solution that offer
Communicate client needs to internal team and assist with delegation, scheduling and prioritization
Track and follow-through tickets to completion;
follow up with clients to assure high level of satisfaction
Provide basic training to end users in operation of equipment and applications
Regularly completed assigned research and project related jobs
Assist with management of vendor relationships
Assist with monthly/quarterly/annual account reconciliations
Be compulsive about documentation, maintaining records of all phone calls, emails, service requests and communications in proprietary ticketing system
Performing some remote help-desk support for end users
Requirements
SOFT SKILLS:
Strong focus on relationships and customer satisfaction
A general upbeat and positive attitude, even in difficult or adverse situations
Must be able to communicate complex ideas with others of various levels of understanding
Must have excellent interpersonal, communication and writing skills
Strong organizational and logical thinking skills
Strong attention to detail
TECHNICAL EXPERTISE:
Requires some conceptual knowledge of networking
Must have some conceptual knowledge of Commercial cloud services like:
Microsoft 365, Azure/Entra, AWS, DR Backups, security services, etc. (not consumer/social media)
Some understanding of modern security concepts
Working knowledge of Desktop Operating Systems:
Windows 7-11+, Mac OS X
Working knowledge of common Desktop Applications:
e.G. MS Office, QuickBooks, ACT, etc.
Basic connectivity troubleshooting skills
EDUCATION AND WORK HISTORY REQUIREMENTS:
4 year College Degree
Minimum 2 years working in similar role
ADDITIONAL REQUIREMENTS:
Must be local and expect to work from Delray Beach office (this is NOT a remote position)
Must have reliable transportation with valid Driver's License with Proof of Insurance
Ability to pass background check and drug test
Fluency in the English Language (some Spanish would be a plus)
A skills assessment will be given to test fundamental knowledge
Benefits
Salary package commensurate with experience, expected starting base salary $42,000 - %55,000
Vacation and Sick Leave paid
Paid holidays
Company Health Care plan
Retirement plan with company contributions
Company provided equipment as needed
Reimbursement for all approved company expenses (travel, etc)
Professional training, certifications and education opportunities and/or reimbursements
Scheduled annual reviews of both performance and compensation
Bonuses of both monetary and tangible awards for exceptional performance, sales and referrals
Incentives for reaching team and company goals
The ability to do what you love as a tech hero, be appreciated for it, and continually be challenged in your role
HOW TO APPLY:
Use this website to apply.
Please note that incomplete applications will be immediately rejected without consideration.