Fisher's Technology
Fisher’s mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the “Best Places to Work in Idaho” for the last fifteen years.

Fisher’s is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Canon, Konica Minolta, HP, OCE and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com.

Position Summary
The Client Success Advocate, IT Services is responsible for managing client accounts, generating quotes, and ensuring customer satisfaction. This role focuses on regular client communication, addressing service complaints, and maintaining accurate client records. The Client Success Advocate, IT Services works closely with the Virtual Chief Information Officer (vCIO) and Sales Engineer to support the client's technology needs.

Key Responsibilities:

• Serve as the primary point of contact for clients, providing administrative support alongside the vCIO and Sales Engineer.
• Communicate regularly with clients, ensuring at least monthly check-ins and important touchpoints, such as thank you cards and birthday cards.
• Generate quotes for client orders, adhering to the pricing margins set by the vCIO.
• Conduct quarterly technology business reviews with clients, covering key metrics and updates.
• Collaborate with the vCIO to maintain and update the client's technology roadmap, ensuring it reflects any changes in the client's business.
• Ensure client licensing numbers and monthly charges are accurate.
• Educate clients on the best ways to interface with the company for optimal service, including the importance of ticketing.
• Expedite service issues for clients and escalate process errors to the vCIO for resolution.
• Prepare and schedule two to three business reviews per week.
• Monitor and report on key performance indicators (KPIs) related to client satisfaction, service delivery, and client retention.
• Utilize a points system to reinforce daily and weekly behaviors, achieving bonus incentives based on performance.

Qualifications:

• Proven experience in account management, customer service, or a related field.
• Strong communication and interpersonal skills.
• Ability to manage client relationships and address service complaints effectively.
• Detail-oriented with strong organizational skills.
• Proficiency in Customer Relationship Management software and Microsoft Office Suite.

Preferred Qualifications:

• 4 Year Degree preferred, but not necessary
• Service-industry experience.
• Experience in the IT industry.
• Familiarity with technology roadmaps and licensing management.

Fisher’s Technology offers an extensive benefits package that includes the following:

• Medical, Dental, & Vision Insurance
• Life Insurance
• Additional Voluntary Life Insurance
• Paid Time Off
• Paid Holidays & Extra Floating Holiday
• 401(k) & 401(k) Matching
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Short & Long Term Disability Insurance
• Accident & Critical Illness Insurance