AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual’s race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

Responsibilities:

• Leads, Manages and Coaches the Client Success Managers (CSM) supporting all Managed Services Clients (all verticals).
• Responsible for onboarding/training new team members.
• Ensure we meet all contractual obligations.
• Managing P&L (profitability) for Managed Services Cloud Accounts (working with the Client Success Managers).
• Managing the following processes and ensuring complete account management and oversight: Renewal Process, Up Selling, PCR/Contract Change Request, Time and Materials, Monthly Billing Activities.
• Working to resolve client escalations and managing accounts corrective plans.
• Resource Management/Staffing Planning
• Acts as a customer advocate and single point of contact for all technical inquiries related to services provided by AHEAD to the client.
• Maintain a deep understanding of the Managed Services Service Offerings.
• Results driven and customer focused; “Get things done – Make things happen”.
• Responsible for the overall client experience for Managed Services client. Ensuring the client is experiencing OneAHEAD.
• Serves as an escalation point for customer satisfaction issues.
• Development and delivery of quarterly business review to the client.
• Responsible for measuring client satisfaction for all Managed Services and Professional Services activities.
• Works with the client and Managed Services teams to identify and manage service improvement activities.
• Leads and manages continual service improvement initiatives.
• Travel to key customer locations on an as needed basis.
• Identifies / builds metrics to track and report on the productivity of the cloud CSM team.
• Participate in customer onboarding, implementation and migration projects.
• Participate in executive briefing sessions with potential new customers.
• Assists with the Managed Services Statement of Work (SOW), Renewal and Project Change Request (PCR) creation and review.
• Perform audits to evaluate all team members interactions with the client.
• Responsible for ensuring that customer Service Level Agreements and/or Service Level Objectives are met.
• Set expectations of service quality, availability, and timeliness with the cloud CSM team.
• Builds a strong relationship with key client staff. Stakeholder engagement and communication.
• Executes periodic customer satisfaction surveys.
• Creates and shares reports on onboarding status, customer satisfaction and profitability with leadership and staff.
• Reports, communicates, and updates relevant stakeholders on Ahead activities.
• Responsible to ensure projects timelines and critical milestones are being met to assure timely operational billing.
• Translates and drives prioritization of customer requirements into service and project requests.
• Works with marketing department to create customer success stories and references.
• Assists with the development and improvement of the Managed Services organization.
• Responsible for organizational change management and client communications.
• Provides performance monitoring and reporting to the customer on a regular basis per the contract.

Qualifications:

• Bachelor’s degree, or equivalent experience required.
• 10+ years’ experience in Management roles with people responsibilities.
• 10+ years’ experience in Service Delivery Management or Project Management in a multi-customer environment.
• High level of oral and written communication skills in order to communicate effectively with colleagues and stakeholders.
• Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred.
• Understanding of or experience with project management; PMP Certification preferred.
• Knowledge and experience of managing processes, teams, and personnel.
• Display and apply knowledge of technologies including: compute infrastructure, networking, cloud, server, virtualization, ServiceNow, etc.
• Proficient at organizing documents and prioritizing work.
• Account management and customer service skills.
• Ability to think and act both strategically and tactically.
• Relationship management and conflict resolution skills.
• Self-motivated; ability to work under minimal supervision.

Success Characteristics:

• Analytical, relationship builder, change advocate, diplomacy, self-starter, planning and organization skills.
• Integrity, enthusiastic, respectful, accountable, achieves excellence, and consistently delivers quality service to team members and customers alike.
• Maniacal focus on timely and quality work and superior client satisfaction.
• Successful experience with and affinity for small to enterprise business environments.
• Ability to adapt and thrive in a dynamic work environment.
• Travel: 20%
• Why Ahead?
• Transparent management.
• Work alongside and collaborate with industry experts.
• Investment in training & development.
• Incentives for certifications.
• Ability to make an immediate impact.
• Unlimited PTO.
• NOTE: This job description is not intended to be all-inclusive. This position may perform other related duties as requested to meet the ongoing needs of the organization.

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include:

– Medical, Dental, and Vision Insurance

– 401(k)

– Paid company holidays

– Paid time off

– Paid parental and caregiver leave

– Plus more! See benefits https://www.aheadbenefits.com/ for additional details.

The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.