PURPOSE:
This position’s primary responsibility will be to manage the client relationship with our standard tiering of managed service customers. In this role, the Client Success Associate will: serve as the primary client contact, provide coordination between the client and our delivery resources in the event of delivery escalations, ensure clients expectations are properly managed, deliver client reporting, and provide proactive support for future technology solutions. This position will also be responsible for the overall client relationship health status being updated in the appropriate systems and driving action plans to improve any negative client experiences with Ascend with other internal stakeholders. RESPONSIBILITIES: The primary responsibilities of the Client Success Associate include:
Develop consistent long-term partnerships with customers to ensure mutual success and value realization.
Focused on the Day-to-day management of client accounts that are typically within the standard client tiering range.
Understand short and long-term customer goals and objectives and recommend additional technical solutions and/or Ascend services.
Coordinate the planning, design, and systems engineering work necessary to build and address client requirements.
Manage client communication structure (Service Point of Contact, escalation contact, etc.).
Communicate, and report on issue resolution.
Engage assigned accounts on a defined schedule for status updates, operational review, growth discussion, and relationship building.
Delivery of required periodic reporting (Number of tickets, status of tickets, SLAs for response and resolution, availability of infrastructure, etc.).
Coordination during an outage and coordination of proactive maintenance notices.
Identify and communicate systemic issues to the operations team for remediation and resolution.
Understand business needs and requirements of existing clients and help turn those goals into projects and proposals.
Assist with positioning other Ascend capabilities to existing clients.
Communicate, and report on issue resolution and billing or agreement questions from assigned clients.
Other Responsibilities as assigned by management.
PREFERRED SKILLS, EDUCATION AND EXPERIENCE
2 + years relating to technical services and client-facing in the consulting or managed services industry.
Excellent organizational, verbal and written communication skills
Strong analytical, problem solving, and quality experience.
Passion for client service and creating great client experiences, with an attitude of “going above and beyond” to exceed expectations.
Understanding of contract methodology, including contract scope, issue and risk management experience, change management, strategic planning and analysis.
Must have a desire to manage client relationships.
Strong communication skills to be able to work with clients and present to C-level executives.
Must have a basic understanding of security, infrastructure, and application development technologies, including Microsoft Operating Systems, O365, VMWare, and cloud technologies, networking, storage, and backup solutions, EDR, and anti-virus programs.
Thoroughly and accurately understand issues and analyze the problem in a systemic fashion.
At Ascend Technologies we firmly believe that diversity, equity, and inclusion are not only fundamental values but also powerful drivers of innovation, growth, and success. We are committed to fostering an environment where every individual feels valued, respected, and empowered. CORE VALUES We are seeking highly motivated individuals who have the willingness and ability to demonstrate Ascend 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 and do what it takes to find innovative solutions.
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 to our clients, our communities, and one another.
Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust.
Starting Salary: $48,000/year plus commission PHYSICAL DEMANDS: Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 50 lbs, such as laptop, server equipment, and, driving to the work site to meet with client(s).
