Client Success AssociateReports To: VP, Client Account Management
Department: Client Account Management
Location: Remote
Exemption Status: Exempt
PURPOSE: The Client Success Associate will be an integral part of the Client Success (CSX) team, working to ensure seamless contract management, accurate data processing, and efficient internal operations. This role focuses on supporting the CSX team by managing contract renewals, true-ups, billing processes, and reporting, while ensuring that client needs are met, and internal systems are accurate and up to date. The ideal candidate will demonstrate strong organizational skills, attention to detail, and the ability to collaborate with multiple teams to drive client success. Additionally, this position on the client success team will be assigned to Ascend's maintenance tier of clients to:
- Serve as the primary client contact for assigned set of Ascend's maintenance tier client base.
- Provide coordination between the client and our operations team and owns the overall client success and satisfaction.
RESPONSIBILITIES: The primary responsibilities of the Client Success Associate include: Support function for assigned team:
- Submit contract change forms/true-ups based on input from the CSX team to ensure contract agreements remain current.
- Support the CSX team with Salesforce opportunity entries and ownership of opportunities from open to closed-won/lost.
- Compile quarterly true-up counts to assist the CSX team in ensuring correct license usage.
- Create contract renewal drafts based on input from the CSX team.
- Review invoice accuracy as a first pass and fulfill suggested changes from the CSX team.
- Work with the onboarding and offboarding teams to ensure proper billing setup and termination.
- Assist the CSX team with data gathering for internal account reviews when required.
- Support the CSX team in semiannual NPS (Net Promoter Score) efforts to drive response rates above 70%.
- Follow up with the procurement team regarding client orders and timing of equipment arrivals.
- Own updates and maintain accuracy in Salesforce at both the account and opportunity levels.
- Submit work orders on behalf of the CSX team for opportunities that require SA (Solutions Architect) support.
- Prepare and create Power BI reports for CSX team members and clients to provide key data insights.
- Work with the procurement team to quote new hardware and software opportunities on behalf of the CSX team.
- Prepare and create hardware lifecycle reports for the CSX team to support client-facing strategy meetings.
Provide account management services for assigned maintenance clients:
- Understand long-term customer goals and objectives and recommend technical solutions and/or Ascend services.
- Work with the appropriate team members to coordinate the planning, design, and systems engineering work necessary to build and address client requirements.
- Engage assigned accounts on an ad-hoc basis.
- Proactive planning and scheduling to occur annually to cover operational review, growth discussion, and relationship building appropriate for the maintenance tier of clients.
- Act as the primary client liaison on behalf of Ascend.
- Work with clients to renew contracts ahead of termination dates and align to latest service agreement templates with use of sales calculators.
- Communicate and report on issue resolution and billing or agreement questions from assigned clients.
- Understanding of Ascend methodologies, processes, and approaches to enhancing the client experience.
- Stay current with the Ascend service line offerings utilizing the latest Marketing and Sales tracks.
- Provide operational oversight to assure service delivery quality and compliance with contractual commitment.
- Working efficiently to track hours against client agreements to maintain agreement profitability.
- Ability to stay up to date with the latest technology trends.
- Schedule and facilitate high level annual XBR with each client focused on renewing the agreement.
- Own the 70% response rate for the client NPS.
- Contract management- business level discussions to manage expectations of what is and is not included in the agreements.
- Other Responsibilities as assigned by management.
REQUIRED SKILLS, EDUCATION AND EXPERIENCE - Bachelor of Science in Computer Science, MIS, Business, or similar degree.
- Strong analytical, problem solving, and quality experience.
- Excellent organizational, verbal, and written communication skills that encompass various levels of people.
- Effective communication skills to be able to work with clients and present to C-level executives.
- Thoroughly and accurately understand issues and analyze the problem in a systemic fashion.
- Situational awareness- Ability to know when it's time to escalate, time to push harder for either the client or Ascend
- A professional of high integrity and follow through.
- Strong time management skills and self-directed.
- Able to work efficiently in service now, salesforce and Microsoft suite solutions to include SharePoint.
- Technical aptitude to facilitate a project and/or support the conversation on a technical topic with engineers to ensure the anticipated outcome is achieved.
PREFERRED SKILLS, EDUCATION AND EXPERIENCE - 2 + total years in a similar role relating to technical services and client-facing in the consulting or managed services industry.
- Experience estimating project work and cost.
- Base understanding of infrastructure and application development technologies, including Microsoft Operating Systems, O365, VMWare and Citrix virtualization technologies, networking knowledge, storage and backup solutions, anti-virus programs and experience supporting third-party applications.
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.
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). Salary Expectations Starting at $50,000 - $55,000
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