Senior Client Success Manager

Role Overview

• Serve as the primary client contact for assigned set of Ascend's managed tier of clients
• Provide coordination between the client and our operations team and own the overall client success
• 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
• 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
• 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
• Meet KPI Targets Achieve Individual KPIs: Track to individual KPI targets and report results to Director of 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

Tech Stack

• ServiceNow

Benefits

• health, dental, and vision insurance
• retirement savings options
• flexible time off (FTO)
• professional development opportunities