Senior Client Success Manager

Job Description

Job Description

Senior Client Success Manager  

This role is local to CENTRAL AR.

PURPOSE    

This position is a client facing position 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 assigned set of Ascends managed tier of clients. Provide coordination between the client and our operations team and own the overall client success. 

RESPONSIBILITIES   

1. Client Success Management  

• Deliver Reactive Client Support: Act as the primary client liaison on behalf of Ascend, to include: 

• Lead communication on escalated issue resolution included as part of the Major Incident Process. 

• Provide coordination and communication on service delivery quality gaps and align with contractual commitment. 

• Identify and communicate systemic issues to the operations team for remediation and resolution. 

• Lead communication billing or contract questions. 

• Support a successful project delivery experience. 

• Deliver Proactive Client Support: Provide managed level client success services for assigned clients, to include: 

• Develop consistent long-term partnerships with customers to ensure mutual success and value realization. 

• Connect and communicate with key executives at each client with the purpose of representing the Ascend value story to ensure the client relationship remains healthy. 

• Maintain structured account plans that detail short- and long-term IT plans to include the construction and ongoing maintenance of a technology roadmap for  

• each assigned client utilizing Ascend business review template. 

• Optimize the client's technology spend (CAPEX and OPEX) considering the 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. 

• Execute on Retention Processes: Assure process execution with a goal of retaining assigned clients and MRR, to include: 

• Work with clients to renew contracts ahead of termination dates and align with the latest service agreement templates with the use of sales calculators. 

• Schedule and facilitate XBRs with each client. 

• Delivery monthly reporting of delivery outcomes. 

• Execute on additional processes as required, including NPS, true-ups, and special projects. 

1. Client Cross Sell / Upsell 

• Recommend Services: 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. 

• Translate Client Needs: 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. 

1. Collaboration 

• Resolve Issues: Coordinate with other departments to resolve issues either directly or indirectly relating to the client. 

• Manage Expectations: Coordinate with internal leaders to manage C-Level expectations by displaying an appropriate level of business acumen. 

• Deliver Excellence: Collaborate with delivery and operations teams to ensure clients receive delivery excellence, and clients’ assets are protected. 

• Provide Analysis: Participate in internal Business Reviews with the Ascend executive team, providing an overview of assigned accounts, including successes, challenges, and action plans. 

• Partner with Peers: Collaborate with peers and colleagues to continue to enhance tools, systems, and processes that drive client success. 

1. Meet KPI Targets  

• Achieve Individual KPIs: Track to individual KPI targets and report results to Director of Client Success.  

• Follow Client Success Methodologies: Assure understanding and adherence to Ascend methodologies, processes, and approaches to enhance the client experience. 

• Other Responsibilities as assigned by management. 

MINIMUM SKILLS, EDUCATION, AND EXPERIENCE    

• 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.   

PREFERRED SKILLS, EDUCATION, AND EXPERIENCE   

• 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 to help move the technology agenda forward.  

• CCIO, CISM, ITIL 4 MP, CITP, CEGEIT, Lean six sigma, PMP, CDP  

At Ascend Technologies we firmly believe that diversity, equity, and inclusion are not only fundamental values but also powerful drivers of innovation, growth, and success. We are committed to fostering an environment where every individual feels valued, respected, and empowered.  

CORE VALUES   

We are seeking highly motivated individuals who have the willingness and ability to demonstrate Ascend core values:    

• Committed to Client Success: Our actions and our words always align with the best interest of the client.  

• One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions.  

• Integrity: We are unquestionably committed to doing the right thing even when it is hard.  

• Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another.  

• Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust.  

  Starting Salary: $90,000/year
  The salary for this position is commensurate with experience, skills, and qualifications. The range is intended to reflect our commitment to attracting top talent, and the final offer will be based on factors including, but not limited to, the candidate's previous experience, expertise in the field, relevant certifications, and the specific requirements of the role. In addition, internal equity, market trends, and geographic location may also influence the final salary.
  
   
  Along with a competitive salary, we offer a comprehensive benefits package, including health, dental, and vision insurance, retirement savings options, flexible time off (FTO), and professional development opportunities. We are open to discussing compensation and benefits further during the interview process to ensure alignment with the candidate’s expectations and experience

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