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.