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.
AHEAD is committed to a community of diversity, equity, and inclusion.
We encourage applications from women, underrepresented minorities, persons with disabilities, sexual minority groups, and all other candidates who will contribute to the diversification and enrichment of ideas and perspectives here at AHEAD.
We are on this journey to ensure that all AHEADians feel that they can authentically show up and belong at work.
AHEAD is seeking a self-motivated leader over the Service Account Management team with deep customer service and services delivery skills to join our Managed Services group.
This role is responsible for a portfolio of customer accounts and governance of services delivery for customers within AHEAD Managed Services, including: service and request management, incident reporting, change management customer communications, continual service and process improvement, and customer experience and satisfaction.
This leader plays a critical and pivotal role as: Planner, Coordinator, Monitor, Negotiator, Communicator, Analyzer, Tactician, Statistician, Listener and Customer Service Expert.
Responsibilities Results driven and customer focused; “Get things done
– Make things happen” Leads, Manages and Coaches the Service Account Management and Tiger Teams Responsible for Overall Customer Experience for Managed Services Clients Serves as an escalation point for Customer Satisfaction Issues Development and Delivery Quarterly Performance Snapshots to Service Account Managers Manages the Quarterly Customer Satisfaction Processes for Managed Services Leads and Manages Continual Service Improvement Initiatives Travel to key customer locations on an as needed basis Identify / Build Metrics to Track and Report on the Productivity of the Service Account Management team Participate in New Customer Onboarding Projects Participate in Executive Briefing Sessions with potential new customers Assist with the Managed Services Statement of Work (SOW) and Project Change Request (PCR) creation and review Perform Audits to evaluate all team members interactions with customers 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 Service Account Management staff.
Builds a strong relationship with key customer staff.
Execute periodic customer satisfaction surveys.
Create and share reports on customer satisfaction, contract retention and revenue growth with leadership and staff.
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.
Report, communicate, and update relevant stakeholders on Managed Service operations.
Work with Marketing Department to create customer success stories and references.
Assist with the development and improvement of the Managed Services organization.
Travel: 20% Qualifications Bachelor’s degree, or equivalent experience required.
5 years’ experience in Management roles with people responsibilities.
5 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.
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 customer satisfaction.
Successful experience with and affinity for small to large size business environments.
Ability to adapt and thrive in a dynamic work environment.
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.
We understand that you have a life outside of work.
That’s why we offer flexible paid time off, paid company holidays, and the ability for you to manage your work schedule as needed.