Customer Success Manager-SOC at AHEAD

Cincinnati, Ohio, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Cloud Computing, Cybersecurity, IT ServicesIndustries

Requirements

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

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

Skills

Customer Relationship Management

SLA Management

SLO Management

Contract Renewal

Cross-Selling

Up-Selling

Escalation Management

Managed Services

SOC Operations

Service Desk Coordination

AHEAD

Digital transformation and cloud consulting services

About AHEAD

AHEAD specializes in digital transformation services, focusing on helping medium to large enterprises modernize their IT infrastructure. The company offers a range of services including cloud migration, automation, and infrastructure optimization, primarily using Microsoft Azure. AHEAD's products work by providing tailored consulting and managed services that guide clients through the complexities of digital transformation. What sets AHEAD apart from its competitors is its deep expertise in cloud solutions and a strong client-centric approach, which has been validated by achieving Gold Cloud Platform Competency with Azure. The company's goal is to empower organizations to take control of their digital transformation journeys and achieve sustainable success.

Chicago, IllinoisHeadquarters

2007Year Founded

BUYOUTCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health Insurance

401(k) Retirement Plan

Paid Vacation

Paid Sick Leave

Risks

Emerging cloud service providers offer similar services at lower costs.

Rapid technological advancements may outpace AHEAD's solution updates.

Economic downturns could reduce spending on digital transformation projects.

Differentiation

AHEAD specializes in digital transformation with a focus on cloud solutions.

The company achieved Gold Cloud Platform Competency with Microsoft Azure.

AHEAD offers tailored solutions for cloud migration and infrastructure optimization.

Upsides

Increased demand for hybrid cloud solutions aligns with AHEAD's expertise.

Growing interest in AI-driven IT operations presents new opportunities for AHEAD.

The rise of edge computing offers AHEAD opportunities in edge-to-cloud solutions.

Land your dream remote job 3x faster with AI

Try Jobo Free