Client Success Specialist

Description

At Vitis Technologies, we believe that success lies in delivering unparalleled customer experience. We achieve this by recruiting and hiring the most talented, customer-focused individuals with technical expertise in the industry. A positive and enthusiastic attitude, coupled with a commitment to providing the best possible user experience, is essential. Vitis Technologies succeeds in this through our customer-first approach.

Major Goals and Responsibilities

The Client Success Specialist (CSS) is a primarily remote, inside sales support role responsible for delivering an exceptional service experience through phone and email communication. While the Technical Account Manager (TAM) serves as the primary client point of contact at Vitis, the CSS plays a critical supporting role in keeping clients engaged, informed, and well-served on a day-to-day basis. The CSS is responsible for managing the quoting and proposal process, coordinating client meetings and communications, resolving client concerns with urgency and professionalism, and ensuring the TAM team has the administrative and sales support needed to drive client satisfaction, retention, and growth.

Requirements

Essential Activities and Responsibilities:

Inside Sales and Account Management (50%)

• Maintain proactive, regular communication with clients via phone and email, serving as a reliable and responsive point of contact for day-to-day needs.
• Own the quoting process for client technology needs — generating accurate, timely quotes and managing renewals for software, licensing, and warranties.
• Create, manage, and track sales opportunities, tasks, and follow-ups within Autotask PSA to ensure nothing falls through the cracks.
• Respond to and resolve client service concerns, billing inquiries, and invoice disputes with a sense of urgency and a focus on client satisfaction.
• Conduct follow-up on below-benchmark client satisfaction surveys and take appropriate action to address concerns and restore confidence.
• Support accounts receivable on collections activities as needed, maintaining a professional and client-respectful approach.

Administrative Sales and Marketing Support (50%)

• Partner with TAMs to develop proposals, gather sales collateral, and conduct product and technology research in support of client opportunities.
• Assist in the creation and preparation of client-facing deliverables, presentations, and supporting materials.
• Coordinate and schedule recurring Technology Touch Base meetings, client training sessions, and other key touchpoints to support the TAM’s client engagement cadence.
• Help manage and track the progress of company-driven client initiatives across your assigned client base, ensuring consistent follow-through and accountability.

Prerequisites (Education & Experience):

• Associate’s degree or higher, or equivalent professional experience in IT sales, account management, or a related field.
• Prior experience in an inside sales, account support, or client service role, preferably within a technology, MSP, or B2B environment.
• Demonstrated ability to work independently, manage competing priorities, and thrive in a fast-paced team environment.
• Strong problem-solving and negotiation skills with the ability to identify solutions that serve both the client and the company.
• Exceptional client service skills, including outstanding interpersonal, written, and verbal communication abilities.
• Comfortable working Monday through Friday, 8:00 AM to 5:00 PM, with occasional after-hours availability as business needs require.
• Must be authorized to work in the United States on a full-time basis without restriction.