Senior Client Success Manager

Ascend Technologies•Little Rock, AR

2d•Onsite

About The Position

This position is a client facing role on the client success team focused on our managed tier of clients. The senior client success manager will serve as the primary client contact for an assigned set of Ascend's managed tier of clients, provide coordination between the client and our operations team, and own the overall client success.

Requirements

Bachelor of Science in Computer Science, MIS, Business, or similar degree.
4+ total years of progressively responsible roles relating to technical services and client-facing in the consulting or managed services industry.
Strong analytical, problem solving, and quality experience.
Excellent organizational, verbal, and written communication skills that encompass various levels of people.
Effective communication skills to be able to work with clients and present to C-level executives.
Thoroughly and accurately understand issues and analyze the problem in a systemic fashion.
Situational awareness - Ability to know when it's time to escalate, time to push harder for either the client or Ascend.
Technical aptitude to facilitate a project and/or support the conversation on a technical topic with engineers to ensure the anticipated outcome is achieved.
A professional of high integrity and follow through.
Strong time management skills, self-directed.
Able to work efficiently in ServiceNow, Salesforce and Microsoft suite solutions to include SharePoint.

Nice To Haves

Experience estimating project work and cost.
Base understanding of infrastructure and application development technologies, including Microsoft Operating Systems, O365, VMWare and Citrix virtualization technologies, networking knowledge, storage and backup solutions, anti-virus programs and experience supporting third-party applications.
Strong negotiation skills to assist with vendor management situations on behalf of the client as well as to help move the technology agenda forward.
CCIO, CISM, ITIL 4 MP, CITP, CEGEIT, Lean six sigma, PMP, CDP

Responsibilities

Act as the primary client liaison on behalf of Ascend, including leading communication on escalated issue resolution as part of the Major Incident Process.
Provide coordination and communication on service delivery quality gaps and align with contractual commitments.
Identify and communicate systemic issues to the operations team for remediation and resolution.
Lead communication on billing or contract questions.
Support a successful project delivery experience.
Provide managed level client success services for assigned clients.
Develop consistent long-term partnerships with customers to ensure mutual success and value realization.
Connect and communicate with key executives at each client to represent the Ascend value story and ensure the client relationship remains healthy.
Maintain structured account plans detailing short- and long-term IT plans, including the construction and ongoing maintenance of a technology roadmap for each assigned client using the Ascend business review template.
Optimize the client's technology spend (CAPEX and OPEX) considering overall growth, investment, and profitability goals by participating in the annual budget cycle with the client.
Engage assigned accounts on a consistent basis for status updates, operational review, growth discussion, and relationship building.
Monitor client agreements for overall account profitability.
Stay up to date with the latest technological trends.
Maintain contract expertise and manage client expectations of what is and is not included in the agreements.
Assure process execution with a goal of retaining assigned clients and MRR, including working with clients to renew contracts ahead of termination dates and aligning with the latest service agreement templates using sales calculators.
Schedule and facilitate XBRs with each client.
Deliver monthly reporting of delivery outcomes.
Execute on additional processes as required, including NPS, true-ups, and special projects.
Understand short and long-term customer goals and objectives and recommend technical solutions and/or Ascend services; be an expert on Ascend’s service offering and identify opportunities for sales to grow client relationships.
Understand business needs and requirements of existing clients and help turn goals into projects and proposals; serve as the technical translator to the non-technical audience relaying the business impact for making (or not making) certain technology investments.
Coordinate with other departments to resolve issues either directly or indirectly relating to the client.
Coordinate with internal leaders to manage C-Level expectations by displaying an appropriate level of business acumen.
Collaborate with delivery and operations teams to ensure clients receive delivery excellence, and clients’ assets are protected.
Participate in internal Business Reviews with the Ascend executive team, providing an overview of assigned accounts, including successes, challenges, and action plans.
Collaborate with peers and colleagues to continue to enhance tools, systems, and processes that drive client success.
Track to individual KPI targets and report results to Director of Client Success.
Assure understanding and adherence to Ascend methodologies, processes, and approaches to enhance the client experience.
Other Responsibilities as assigned by management.