Senior Client Success Manager

AHEAD

2d•$130,000 - $180,000

About The Position

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. The Senior Client Success Manager drives all aspects of the AHEAD Managed Services customer relationship with an emphasis on Microsoft support. The Senior Client Success Manager is also responsible for coordinating the interaction of key AHEAD customers with the AHEAD Managed Services team and AHEAD Service Desk. As such the Senior Client Success Manager is expected to be the primary point of escalation and coordination between the AHEAD Services organization, the AHEAD Client Director, and the customer.

Requirements

Good understanding of IT Service Management processes and procedures
Good understanding of IT Project Management principles and techniques
Good ability to manage change and engage team members
Good ability to provide direction and leadership to others
Good facilitation and communication skills
Excellent presentation skills
Ability to manage and escalate client issues
Ability to react and adjust priorities of tasks
Comfortable in communicating and interacting with C-level customer stakeholders
Technical Experience in supporting Microsoft technologies including:
O365/M365
Active Directory
Intune
Proficient in MS Office:
MS Word â must be able to create and modify documents
MS Excel â create and modify pivot tables, manipulate data, create charts and graphs
MS Power Point â create and modify presentations
5+ years of relevant IT Service Account Management experience

Nice To Haves

ITIL Foundation Certification desired
PMI Project Management Professional (PMP) certification is a plus
ServiceNow experience is a plus

Responsibilities

Acts as a customer advocate
Results driven and customer focused; âGet things done - Make things happenâ.
Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met.
Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal.
Grow existing contract values by cross-selling and up-selling existing contracts.
Build a strong relationship with key customer staff, client director team, and Managed Services teams and management
Ensure reports are provided to an agreed schedule or on request, including incident management, account performance, and service unit billing reports.
Leads onboarding activities for new Managed Services customers
Set expectations of service quality, availability, and timeliness with the client.
Drives process improvements that increase customer satisfaction
Work with the client and Managed Services teams to identify and manage service improvement activities.
Translate and drive prioritization of customer requirements into service and project requests.
Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented and reviewed in a controlled manner.
Report, communicate, and update relevant stakeholders on service operations.
Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments.
Assist with the development and improvement of the services organization.
Leads and manages recurring Technical Assessments
Participates in business reviews with the customer and the AHEAD sales team
Supports and conducts self in a manner consistent with customer service expectations
Manage Root Cause Analysis and process and participate in Priority events as needed