Roles and 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

Experience/Certifications

• 2-4 years of relevant IT Service Account Management experience
• ITIL Foundation Certification desired
• PMI Project Management Professional (PMP) certification is a plus
• ServiceNow experience is a plus

Skills

• 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
• MS Power Point – create and modify presentations

Education

• Undergraduate degree and 2-4 years relevant experience preferred