Manager, Client Success

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. 
AHEAD is seeking a self-motivated leader over the Client Success Management team with deep customer service and services delivery skills to join our Managed Services group. This role is responsible for a portfolio of customer accounts and governance of services delivery for customers within AHEAD Managed Services, including: service and request management, incident reporting, change management customer communications, continual service and process improvement, and customer experience and satisfaction.This leader plays a critical and pivotal role as: Planner, Coordinator, Monitor, Negotiator, Communicator, Analyzer, Tactician, Statistician, Listener and Customer Service Expert.

Responsibilities:

• Results driven and customer focused; “Get things done - Make things happen”
• Leads, Manages and Coaches the Service Account Management and Tiger Teams
• Responsible for Overall Customer Experience for Managed Services Clients
• Serves as an escalation point for Customer Satisfaction Issues
• Development and Delivery Quarterly Performance Snapshots to Service Account Managers
• Manages the Quarterly Customer Satisfaction Processes for Managed Services
• Leads and Manages Continual Service Improvement Initiatives
• Travel to key customer locations on an as needed basis
• Identify / Build Metrics to Track and Report on the Productivity of the Service Account Management team
• Participate in New Customer Onboarding Projects
• Participate in Executive Briefing Sessions with potential new customers
• Assist with the Managed Services Statement of Work (SOW) and Project Change Request (PCR) creation and review
• Perform Audits to evaluate all team members interactions with customers
• Responsible for ensuring that customer Service Level Agreements and/or Service Level Objectives are met.
• Set expectations of service quality, availability, and timeliness with the Service Account Management staff.
• Builds a strong relationship with key customer staff.
• Execute periodic customer satisfaction surveys.
• Create and share reports on customer satisfaction, contract retention and revenue growth with leadership and staff.
• 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.
• Report, communicate, and update relevant stakeholders on Managed Service operations.
• Work with Marketing Department to create customer success stories and references.
• Assist with the development and improvement of the Managed Services organization.
• 20% Travel

Qualifications:

• Bachelor’s degree, or equivalent experience required.
• 5+ years’ experience in Management roles with people responsibilities.
• 5+ years’ experience in Service Delivery Management or Project Management in a multi-customer environment.
• 5+ years' experience in a Managed Services Provider.
• 5+ years' experience utilizing ServiceNow.
• High level of oral and written communication skills in order to communicate effectively with colleagues and stakeholders.
• Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred.
• Understanding of or experience with project management; PMP Certification preferred.
• Knowledge and experience of managing processes, teams, and personnel.
• Display and apply knowledge of technologies including compute infrastructure, networking, cloud, server, virtualization.
• Proficient in data analysis and reporting.
• Proficient at organizing documents and prioritizing work.
• Account management and customer service skills.
• Ability to think and act both strategically and tactically.
• Relationship management and conflict resolution skills.
• Self-motivated; ability to work under