Job Title: Client Representative
Department: Client Engagement
Reports To: Vice President of Client Engagement
Location: Springfield, Il
Type: Full-time
Position Summary
The Client Representative serves as the primary liaison between clients and Krasan, playing a pivotal role in ensuring a seamless client experience. This is a blended Hunter and Farmer sales role. This individual is responsible for finding new Statements of Work, protecting the current book, managing client relationships, working with Service Delivery to align IT service delivery with business needs, proactively identifying areas for service improvement, and driving consistent communication to foster long-term strategic partnerships.
Key Responsibilities
- Act as the champion along with Account Management for assigned clients, addressing all IT service-related needs, issues, and updates.
- Develop a comprehensive understanding of each client's business operations, goals, and challenges to ensure IT services align with their strategic objectives.
- Collaborating with internal technical teams, project managers, and service delivery leads to ensure timely and high-quality execution of client initiatives.
- Schedule and lead regular status meetings and quarterly business reviews (QBRs) to assess satisfaction, review metrics, and propose improvements.
- Monitor and analyze service-level agreements (SLAs), key performance indicators (KPIs), and resolution metrics to ensure optimal service performance.
- Partner with solution engineering teams to identify and support upsell and cross-sell opportunities that add value to client engagements.
- Contribute to the design and presentation of tailored IT solutions, proposals, and service enhancement recommendations.
- Support client onboarding activities, including coordination of resources, documentation, and system access.
- Maintain detailed and up-to-date records of client communications, service tickets, agreements, feedback, and account history in CRM and ITSM systems.
Required Skills & Qualifications
- Bachelor's degree in Business Administration, Information Technology, or a related discipline.
- Minimum of 3 years of experience in client-facing roles within IT services, consulting, or enterprise account management.
- Solid understanding of IT service delivery frameworks, managed services, and enterprise technology support.
- Exceptional interpersonal, verbal, and written communication skills, with a proven ability to build trust and rapport across all levels of an organization.
- Strong customer-centric mindset, with demonstrated skills in problem-solving, conflict resolution, and client advocacy.
- Proficiency with CRM platforms and IT Service Management tools such as Salesforce, ServiceNow, or Jira.
- Ability to work independently while thriving in a fast-paced, collaborative team environment.
Preferred Qualifications
- Experience managing or supporting government or large enterprise accounts.
- Familiarity with ITIL principles and practices; ITIL Foundation certification is a plus.
- Exposure to project management methodologies or certifications (e.g., PMP) is advantageous.