Senior Client Success Manager

1 month ago


Gurgaon, Haryana, India AHEAD Full time
About AHEAD

AHEAD builds platforms for digital business, weaving together advances in cloud infrastructure, automation, and analytics to help enterprises deliver on the promise of digital transformation. We prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard.

Job Summary

The Senior Client Success Manager (Service Delivery Manager) drives all aspects of the AHEAD Managed Services customer relationship, coordinating the interaction of key AHEAD customers with the AHEAD Managed Services team and AHEAD Service Desk. This role is responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met, growing existing contract values through cross-selling and up-selling, and building strong relationships with key customer staff, client director teams, and Managed Services teams and management.

Key Responsibilities
  1. Act as a customer advocate, driving process improvements that increase customer satisfaction.
  2. Ensure reports are provided to an agreed schedule or on request, including incident management, account performance, and service unit billing reports.
  3. Lead onboarding activities for new Managed Services customers, setting expectations of service quality, availability, and timeliness with the client.
  4. Drive prioritization of customer requirements into service and project requests, translating and communicating with the client and Managed Services teams.
  5. Participate in business reviews with the customer and the AHEAD sales team, supporting and conducting self in a manner consistent with customer service expectations.
Requirements

We are seeking a highly skilled and experienced IT Service Account Manager with a strong understanding of IT Service Management processes and procedures, IT Project Management principles and techniques, and excellent facilitation and communication skills. The ideal candidate will have 5-8 years of relevant experience, ITIL Foundation Certification, and proficiency in MS Office, including MS Word, MS Excel, and MS PowerPoint.

Why 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, 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, and more.



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