Apply on Employer Site

AHEAD · 1 day ago

Senior Client Success Manager

United States

Full-time

Remote

Senior Level

$130K/yr - $180K/yr

5+ years exp

AHEAD builds platforms for digital business, emphasizing a culture of belonging and empowerment. The Senior Client Success Manager is responsible for managing customer relationships, ensuring service level agreements are met, and driving customer satisfaction through effective coordination and communication with various teams.

Cloud ComputingInformation TechnologySoftwareStaffing AgencyVirtualization

Growth Opportunities

Responsibilities

Acts as a customer advocate

Results driven and customer focused; “Get things done - Make things happen”

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

Qualification

Microsoft technologiesIT Service ManagementIT Project ManagementITIL Foundation CertificationPMI PMP CertificationServiceNow experienceChange managementCustomer advocacyCommunication skillsPresentation skillsTeam leadership

Required

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 – must be able to create and modify documents, MS Excel – create and modify pivot tables, manipulate data, create charts and graphs, MS Power Point – create and modify presentations

5+ years of relevant IT Service Account Management experience