Sr. Client Success Manager

Responsibilities

• Acts as a customer advocate.
• Results driven and customer focused; “Get things done - Make things happen”.
• Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met.
• Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal.
• Grow existing contract values by cross-selling and up-selling existing contracts.
• Build a strong relationship with key customer staff, client director team, and Managed Services teams and management.
• Ensure reports are provided to an agreed schedule or on request, including: incident management, account performance, and service unit billing reports.
• Leads onboarding activities for new Managed Services customers.
• Set expectations of service quality, availability, and timeliness with the client.
• Drives process improvements that increase customer satisfaction.
• 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.
• Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented and reviewed in a controlled manner.
• Report, communicate, and update relevant stakeholders on service operations.
• Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments.
• Assist with the development and improvement of the services organization.
• Leads and manages recurring Technical Assessments.
• Participates in business reviews with the customer and the AHEAD sales team.
• Supports and conducts self in a manner consistent with customer service expectations.
• Manage Root Cause Analysis and process and participate in Priority events as needed.
• Be able to onsite 3-4 days per week in Richmond, Virginia.

Qualifications

• 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:
• MS Word – must be able to create and modify documents.
• MS Excel – create and modify pivot tables, manipulate data, create charts and graphs.
• MS Power Point – create and modify presentations.
• 2-4 years of relevant IT Service Account Management experience.
• ITIL Foundation Certification desired.
• PMI Project Management Professional (PMP) certification is a plus.
• ServiceNow experience is a plus.

Education

• Undergraduate degree and 6-8 years relevant experience preferred