Ascend Technologies

• Develop new business leads through referrals, networking, and prospecting. • Guide leads through the sales process and help them find business success by utilizing the Salesforce platform. • Manage relationships with existing customers and their projects through Account Reviews. • Achieve Sales Quota: Meet and exceed sales quotas while accurately forecasting and managing the sales pipeline. • Generate New Business: Actively pursue new business opportunities via community networking, marketing efforts, and referral generation. • Execute Sales Process: Highlight Ascend's key differentiators throughout the defined sales process. • Collaborate with Sales Engineering: Lead team of resources to uncover project scope. • Conduct Account Reviews and maintain relationship awareness of strategic plans with customers. • Expand Account Reach: Nurture relationships with existing customers. • Complete Project Oversight: Oversee communication during all project stages. • Develop Salesforce Relationship with channel partners.

Role Description This is a fully remote position, with some occasional travel within the United States required. 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 Ascend's managed tier of clients. - Provide coordination between the client and our operations team and own the overall client success. Responsibilities - 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 on 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. - Optimize the client's technology spend (CAPEX and OPEX) 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. - 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. - Translate Client Needs: Understand business needs and requirements of existing clients and help turn goals into projects and proposals. - 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. - Deliver Excellence: Collaborate with delivery and operations teams to ensure clients receive delivery excellence. - Provide Analysis: Participate in internal Business Reviews with the Ascend executive team. - Partner with Peers: Collaborate with peers and colleagues 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. - Follow Client Success Methodologies: Assure understanding and adherence to Ascend methodologies. - Other Responsibilities as assigned by management. Qualifications - 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. - Effective communication skills 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 to know when to escalate or push harder for either the client or Ascend. - Technical aptitude to facilitate a project and/or support the conversation on a technical topic. - 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. Preferred Skills, Education, and Experience - Experience estimating project work and cost. - Base understanding of infrastructure and application development technologies. - Strong negotiation skills to assist with vendor management situations. - Relevant certifications such as CCIO, CISM, ITIL 4 MP, CITP, CEGEIT, Lean Six Sigma, PMP, CDP. Benefits - Health, dental, and vision insurance. - Retirement savings options. - Flexible time off (FTO). - Professional development opportunities. Core Values - Committed to Client Success: Our actions and our words always align with the best interest of the client. - One Team: We work collaboratively to overcome challenges with humility and respect. - Integrity: We are unquestionably committed to doing the right thing even when it is hard. - Accountability: We hold ourselves and each other accountable for keeping our commitments. - Transparency: We create open lines of communication with each other and our clients. Salary Starting Salary: $90,000/year. The salary for this position is commensurate with experience, skills, and qualifications.

• Provide escalated support and operational maintenance to client environments. • Work on project-based initiatives for clients, including upgrades to existing infrastructure and deployment of new technology. • Serve as escalation point for the Ascend Technologies Network Operations Center (NOC) and support engineers

• Design and lead enterprise Azure solutions across compute, networking, identity, storage, logging, and monitoring. • Architect secure Azure landing zones and hybrid cloud environments aligned with Microsoft best practices and organizational standards. • Lead cloud migration and modernization initiatives from on-premises or legacy platforms to Azure. • Design and implement Infrastructure as Code (IaC) using ARM, Bicep, and/or Terraform. • Design and support CI/CD pipelines to enable automated, repeatable, and compliant infrastructure deployments. • Embed security-by-design and Zero Trust principles into all Azure architectures. • Design and implement Azure-native security controls, including Azure Policy, Microsoft Defender for Cloud, Microsoft Sentinel, identity protection, and conditional access. • Perform cloud security posture reviews and environment readiness assessments. • Serve as a senior advisor for cloud security and compliance initiatives aligned to ISO 27001, SOC 1/2, GDPR, TISAX, and similar regulatory frameworks. • Lead the interpretation, design, implementation, and operationalization of security and compliance controls within Azure environments. • Conduct compliance and risk gap assessments and translate regulatory requirements into Azure-native technical and operational controls. • Support audit readiness activities, including evidence preparation, control validation, and remediation planning. • Act as a trusted advisor to engineering teams, business leaders, and executive stakeholders.

• Lead technology projects from initiation through completion using Agile, Waterfall, or hybrid methodologies • Develop and maintain project plans, schedules, milestones, and deliverables • Coordinate project resources and activities across multiple internal teams • Facilitate project meetings, sprint ceremonies, status updates, and stakeholder communications • Share project management best practices with peers and junior team members

• Own overall schedule, budget, and deliverables for assigned project(s) • Use waterfall and/or agile methodologies and practices to plan, manage and deliver technology solutions, as defined by the project scope/SOW. • Schedule and facilitate project events and ceremonies. • Create strategies for risk mitigation and contingency planning. • Plan and organize project deliverables, goals and milestones. • Liaison with stakeholders such as clients, end users, vendors and project personnel regarding defining and documenting project requirements and processes. • Monitor and report project progress, issues and risk to internal and external executive sponsors and stakeholders. • Assist in owning and executing change management processes. • Guide project teams through go-live and warranty phases. • Provide ongoing and post-project evaluations/retrospectives. • Ensure knowledge transfer or project to appropriate support teams. • Partner with various IT management teams to ensure appropriate prioritization and resource allocation of projects. • Own prioritization processes for assigned projects against overall enterprise backlog to ensure teams are focused on highest value work. • Train, mentor and support other project managers and project teams to follow PMO best practices.

• Analyze each client's specific request and determine the underlying problem and recommend proper solution • In-depth skills administering O365 and supporting Microsoft email platforms, including Exchange Server in a hybrid configuration • Manage Microsoft Volume Licenses, EA and Reservation • In-depth experience baselining & configuring OneDrive, Teams, Sharepoint, Conditional Access controls, and MFA • Operational expertise InTune and other MDM solutions • Troubleshoot SQL Database and SQL reporting • Design, develop, and implement cloud-based solutions using Microsoft Azure • Implement and manage virtual servers (Hyper-V/VMware) • Server administration – Drive expansion, Root cause analysis • Administration of Azure AD/Entra ID • Support applications and functions in Azure Cloud • Monitor new developments and emerging Cloud technology trends and identify new products with potential benefit to Ascend clients with in-depth research of each product • Participate in the design, implementation and administration of Cloud-based platform solutions working alongside architects and other teams to ensure current and future business requirements are considered • Partner with Information Security/Cybersecurity to ensure infrastructure solutions comply with Cloud security standards • Troubleshoot InTune and other MDM solution experience • Serve as escalation point for the Ascend Technologies Network Operations Center (NOC) and support engineers for questions and complex issue resolution • Consistently create and maintain documentation of client environments and Ascend Technologies best practices and processes • Other responsibilities assigned by management

• Provide operational support for clients’ network infrastructure including switches, routers, wireless access points, and firewalls • Address escalated tickets for complex operational issues in client networks • Maintain clients’ existing networks to ensure stability and compliance • Communicate with clients regarding status of open tasks daily • Assist with projects for data network design, development, and implementation • Follow established processes for all work, adhering to Ascend’s quality standards • Development of documentation for client networks, including network diagrams • Work with vendors for support case resolution • Assist in mentorship/training of junior engineers • Participate in an on-call rotation to provide off-hours support

• Assist in the development, implementation, and assessment of information security policies, standards, and procedures aligned to industry frameworks and regulatory compliance (HIPAA, SEC, FTC, NIST CSF, ISO 27001, SOC 2, CMMC, etc.) • Assist with risk assessments, gap analyses, and control evaluations across multiple client engagements simultaneously across various industries • Participate in the development of risk registers, risk treatment plans, and remediation roadmaps • Assist with third-party/vendor risk assessments and due diligence activities • Document findings, prepare client-facing reports, and contribute to presentations and deliverables • Support audit readiness activities and facilitate evidence collection for audits and assessments • Stay current on emerging threats, regulatory changes, and evolving GRC best practices • Collaborate with GRC consultants and vCISOs to deliver engagements on time and within scope • Support the configuration, data entry, and maintenance of GRC tooling and platforms used to manage client compliance programs • Other responsibilities as assigned by management.

• Define and execute test strategies across legacy and modernized applications (functional, regression, integration) • Build and maintain automated testing suites and ensure they are executed consistently in CI/CD pipelines • Implement quality gates and release readiness criteria (test coverage, regression pass rates, defect thresholds) • Perform exploratory testing and coordinate defect triage with engineering teams • Support performance and reliability testing where needed; validate key user journeys and critical flows • Validate resiliency and DR readiness from an application behavior perspective (failover, recovery validation support) • Produce quality reporting (defect trends, root cause patterns, release quality metrics) • Maintain test documentation aligned to enterprise delivery standards • Develop or contribute to the technical backlog, epics and user stories in conjunction with the architect