Senior Client Success Manager

                     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 targe