Job Posting for Client Success Manager at Ascend Technologies

PURPOSE:
This position’s primary responsibility will be to manage the client relationship with our Managed Service customers. In this role, the Client Success Manager will: serve as the primary client contact, provide coordination between the client and our delivery resources in the event of delivery escalations, ensure clients expectations are properly managed, deliver client reporting, and provide proactive support for future technology solutions.

PRIMARY RESPONSIBILITIES:
The primary responsibilities of the Client Success Manager include:

Develop consistent long-term partnerships with customers to ensure mutual success and value realization.
Focused on the Day-to-day management of complex client accounts that are larger than 5,000 in MRR.
Understand short and long-term customer goals and objectives and recommend additional technical solutions and/or Ascend services.
Coordinate the planning, design, and systems engineering work necessary to build and address client requirements.
Manage client communication structure (Service Point of Contact, escalation contact, etc.).
Communicate, and report on issue resolution.
Engage assigned accounts on both an ad-hoc bases, as well as on a defined schedule for status updates, operational review, growth discussion, and relationship building.
Delivery of required periodic reporting (Number of tickets, status of tickets, SLAs for response and resolution, availability of infrastructure, etc.).
Provide mentorship and guidance to complimentary team members such as Architects, Engineers, SOA’s, and Client Success Associates.
Coordination during an outage and coordination of proactive maintenance notices.
Identify and communicate systemic issues to the operations team for remediation and resolution.
Understand business needs and requirements of existing clients and help turn those goals into projects and proposals.
Maintain structured account plans that detail short- and long-term IT plans.

Assist with positioning other Ascend capabilities to existing clients.

Drive the development/enhancement of Ascend methodologies, processes and approaches to enhancing the client experience.

PREFERRED SKILLS AND EXPERIENCE

Bachelor of Science in Computer Science, MIS, Business or similar degree
6 total years of progressively responsible roles relating to technical services and client-facing in the consulting or managed services industry.
2 years as a client-facing manager in the consulting or managed services industry
Strong project management methodology background, including schedule, scope, issue and risk management experience, change management, strategic planning and analysis.
Must have experience managing a variety of teams, including small engagements as well as large initiatives. Should have experience estimating project work and cost.
Strong analytical, problem solving, and quality experience.
Excellent organizational, verbal and written communication skills
Passion for client service and creating great client experiences, with an attitude of “going above and beyond” to exceed expectations.
Strong communication skills to be able to work with clients and present to C-level executives.
Experience in developing work plans, project scopes, pricing estimates, and presentations to be able to assist in selling work to clients.
Must have firm 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 custom third-party applications.
Thoroughly and accurately understand issues and analyze the problem in a systemic fashion.

Salary Expectation starting at $70,000

WHAT WE OFFER:
We are offering a challenging and interesting opportunity with extensive responsibilities in a dynamic and fast-growing company! We are proud to provide an extremely competitive benefit package including: flexible paid time off, work from home opportunities, comprehensive medical plan options, dental, vision, flexible spending accounts, transit accounts, disability coverage, life insurance, employee assistance programs, 401k, and a fun and engaging work environment.
Ascend Technologies is an Equal Opportunity Employer. Our company views diversity as a powerful force in the workplace. Your experience, education, certifications, and drive to succeed make you uniquely qualified. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other characteristic prohibited by federal, state or local law.

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Client Success Manager

Job Posting for Client Success Manager at Ascend Technologies

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