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ManagerFull-timeReactGit
Salary Range
$130,000 - $180,000 /year
About the Role
The Enterprise Client Success Manager at AHEAD drives all aspects of customer relationships within the Managed Services division. This role serves as the primary point of escalation and coordination between AHEAD Services, Client Directors, and customers.
Key Responsibilities
- →Act as a customer advocate and ensure Service Level Agreements are met
- →Coordinate renewing Managed Services contracts starting 90 days prior to renewal
- →Grow existing contract values through cross-selling and up-selling
- →Build strong relationships with key customer staff, client director team, and Managed Services teams
- →Ensure reports are provided to an agreed schedule, including incident management and service unit billing reports
- →Lead onboarding activities for new Managed Services customers
- →Drive process improvements that increase customer satisfaction
- →Translate and drive prioritization of customer requirements into service and project requests
- →Report, communicate, and update relevant stakeholders on service operations
- →Assist with the development and improvement of the services organization
- →Lead and manage recurring Technical Assessments
- →Participate in business reviews with customers and the AHEAD sales team
Requirements
- ✓5+ years of relevant IT Service Account Management experience
- ✓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
- ✓Proficient in MS Office (Word, Excel, PowerPoint)
- ✓ITIL Foundation Certification desired
- ✓PMI Project Management Professional (PMP) certification is a plus
- ✓ServiceNow experience is a plus
Benefits
- ★Medical, Dental, and Vision Insurance
- ★401(k)
- ★Paid company holidays
- ★Paid time off
- ★Paid parental and caregiver leave
