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

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
Technical Experience in supporting Microsoft technologies including:
O365/M365
Active Directory
Intune
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
5+ 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

Benefits

Medical, Dental, and Vision Insurance
401(k)
Paid company holidays
Paid time off
Paid parental and caregiver leave
Plus more! See benefits https://www.aheadbenefits.com/ for additional details.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

IT Service ManagementIT Project ManagementMicrosoft O365/M365Active DirectoryIntuneMS OfficeMS WordMS ExcelMS Power PointRoot Cause Analysis

Soft skills

customer advocacyresults drivencustomer focusedrelationship buildingprocess improvementcommunicationleadershipfacilitationpresentationchange management

Certifications

ITIL Foundation CertificationPMI Project Management Professional (PMP)