Customer Service Associate

Vcio Position At Cb20cb20 is an award-winning provider of managed IT and audio-visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region. With over 30 years of experience, a team of world-class engineers, and trusted partnerships with the world's leading hardware and software providers, we deliver confidence, security, and above all "An Experience Above".cb20 won the Albany Business Review Best Places to Work and Albany Times Union Top Places to Work five years in a row. In 2025, cb20 achieved the #1 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset.The vCIO is the acting CIO for cb20 Managed Services clients, operating in an account manager/technology consultant role. The vCIO oversees the management of proactive and reactive client activities. Proactive items include collaborating on client initiatives to ensure adequate support for success by IT, managing business impact/risk of customer's technology, and client strategy creation and execution. A strong vCIO resource possesses real world technical knowledge and experience, with an acumen for business and strategy, and excellent communication skills.Reactive items management including resolving CSAT issues, providing oversight of high-profile support requests, providing quotes and PSA as needed, and assisting customers with urgent business needs.The role is a balance between offense (proactive) and defense (reactive).Duties and Responsibilities:Own and manage customer relationship with assigned accounts, collaborating with day-to-day contacts as well as business owners, C-suite, and decision makers.Assist in the onboarding of new Managed Services customersOwn and manage an elevated level cb20 service escalations and all CSAT issues, ensuring proper resolution of all items.Execute cb20's Business Review process for Managed clientsMaintain a strong understanding of cb20's technology standards and solutions With the help of the engineering team, develop PSA documents for out-of-scope project workIntake client procurement requests. Assist in simple BOM creation and work with engineering team when necessary to develop BOM. Work with cb20 procurement to ensure accurate creation of hardware and licensing quotesResponsible for delivering quotes and proposals to customer and owning the entire sales-cycle around these items.Create, maintain, and deliver business-centric IT strategy plans/roadmaps to customers. Must be able to communicate to clients on technology, in plain language, with the ability to articulate how various technologies and configurations impact the customer's operations/business/risk profile.Educate the customer on how to use and maximize value of their cb20 Managed ServicesEducate customer on industry trends and new cb20 offeringsAssist clients with technology budgeting on a quarterly and annualized basis Maintain a high-level but thorough understanding of each customer's business, key performance metrics, important operational activities, key contacts, technology vendors/partners, applications.Help onboard, train, and mentor TAM resources on cb20 systems and processesProvide audit-escalation supportOversee TAM activities for assigned accounts to ensure TAM process is occurring in full, up to cb20 standards, on-schedule. vCIO is not responsible for overall management of the resource but this approach may change in the futureResponsible for driving clients to participate in cb20's Voice of the Customer program, including referrals, acting as a reference, and participation in cb20's Case Study programTrain the cb20 Support Center on client-specific operations and IT processes where applicableParticipate in client project calls as neededAssist clients with invoice related questionsContinued education around industry standard best practicesQualifications Requirements/Job Specifications:Proven proficiency in consulting with customers and helping to drive decisionsHigh customer service and relationship management acumenAbility to diffuse, mediate, and resolve CSAT issuesAbility to resolve problems of highest complexityExcellent communications, interpersonal skills, and prioritization skillsExcellent organizational skills including note taker and time/schedule managementEducation: Bachelor's degree or equivalent experience in the field of Information TechnologyExperience: 10+ years of experience in an IT role involving technical execution, including consultative experienceStandards: Ability to follow standards as outlined in the cb20 Company ManualSkills: A clear understanding of present and developing technology trends. A strong ability to correlate technologies and configurations in a customer's environment with the business impact on the organization. Additionally, strong presentation and written skills are mandatory. Strong teamwork skills are also mandatory. Strong time and stress management skills are necessary. Ability to juggle a multitude of client requests and deliverables of varying prioritiesWorking time : 40 hours/week. All other times as defined by the demands of the customers and department's needsTravel: Position is hybrid, with resource expected to report into the cb20 office 3-4 days per week. Regular travel to customer sites to conduct Quarterly Business Review strategy meetingsLifting : Typically, no lifting more than 60 lbs.