Service Analyst at Computech Limited

Position Overview

The Services Analyst at Computech Kenya Limited is responsible for building and maintaining strong relationships with clients, ensuring client satisfaction, and driving revenue growth through the effective management of IT service accounts.

This role involves understanding client needs, providing consultative solutions, and coordinating with internal teams to deliver high-quality IT services.

Key Responsibilities

• Develop and nurture productive relationships with assigned client accounts, serving as the main point of contact for all IT service-related inquiries, issues, and requests.
• Understand client requirements, business goals, and IT strategies to identify opportunities for upselling, cross-selling, and expanding IT service offerings.
• Conduct regular account reviews and needs assessments to identify areas for improvement, recommend tailored solutions, and address client concerns.
• Collaborate with internal teams, including sales, technical support, and project management, to ensure seamless delivery of IT services and timely resolution of client issues.
• Coordinate with the pre-sales team to develop customized proposals, pricing, and service agreements based on client needs and budgetary considerations.
• Monitor and track key account metrics, and service level agreement scores, including revenue growth, client satisfaction, and service-level adherence, and provide regular reports to management.
• Stay updated with industry trends, emerging technologies, and the competitive landscape to proactively identify opportunities for service enhancements or new offerings.
• Advocate for clients' needs and serve as their voice within the organization, providing feedback to improve service delivery, processes, and customer experience.
• Participate in client meetings, presentations, and negotiations, showcasing the value and benefits of IT services provided by Computech Kenya Limited.
• Foster long-term client relationships by ensuring high levels of customer satisfaction, addressing concerns promptly, and acting as a trusted advisor.

Qualifications & Skills

• Bachelor's degree in business, information technology, or a related field.
• Additional certifications or training in sales or account management are advantageous.
• Proven experience in managing client accounts and driving revenue growth in the IT services industry.
• Strong knowledge of IT services, including Outsourcing, SLAs, Annual Maintenance Contracts (AMCs), and Support Services.
• Excellent communication and interpersonal skills, with the ability to build rapport, negotiate contracts, and deliver persuasive presentations.
• Strong business acumen and understanding of client needs, with the ability to align IT services to address clients' strategic objectives.
• The results-oriented mindset with a focus on achieving targets, driving customer satisfaction, and fostering long-term client partnerships.
• Proactive problem-solving skills, with the ability to identify and resolve client issues effectively and efficiently.
• Ability to work collaboratively with cross-functional teams, manage multiple priorities, and adapt to changing client requirements.
• Proficiency in CRM software and Microsoft Office suite to track client interactions, manage accounts, and prepare reports.
• Knowledge of the local IT market and industry trends, with the ability to identify business opportunities and stay ahead of the competition.