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.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual’s race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

WE EMBRACE ALL CANDIDATES THAT WILL CONTRIBUTE TO THE DIVERSIFICATION AND ENRICHMENT OF IDEAS AND PERSPECTIVES AT AHEAD.

AHEAD is seeking a self-motivated Sr. Director of Client Success Management. This position is responsible for leading the Client Success function within the Managed Services division. This role ensures the delivery of high-impact client experiences, maximizes client retention and expansion, and fosters a customer-first culture. The Sr. Director is a key strategic partner, driving alignment across operations, delivery, sales, and product teams to support customer outcomes and business growth

QUALIFICATIONS

• Bachelor of Science in Information Systems, Information Technology, Management / Business Management, Engineering or Computer Science, or equivalent experience
• 7+ years’ experience in Management roles with people responsibilities
• 10+ years’ experience in Service Delivery Management or Project Management in a multi-customer services environment
• 10+ years’ experience with ITIL processes encompassing Change, Knowledge, and incident\Problem Management; ITIL v4 Foundations or greater certification preferred
• Excellent oral and written communication skills to communicate effectively with colleagues, stakeholders and clients
• 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
• Problem-solving abilities and logical objectivity, with the ability to apply research, analyze internal data, interview, and extract pertinent information from people and prepare and present analysis
• Able to demonstrate a high degree of flexibility, including shift and out of hours working
• 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
• Ability to adapt and thrive in a dynamic work environment

• Responsible for client renewals and identification of upselling opportunities within current client accounts. Client CSAT, Escalations, Delivered Margin
• Perform Audits to evaluate all team members interactions with customers
• Client Success Leadership:
• Define and execute the Client Success strategy to support Managed Services clients across onboarding, service delivery, performance management, and renewal
• Lead, mentor, and grow a high-performing team of Client Success Managers (CSMs) and Directors
• Establish and refine success metrics, KPIs, and reporting structures that measure the health, satisfaction, and performance of client accounts
• Responsible for Overall Customer Experience for Managed Services Client
• Responsible for driving profitability in client accounts, and regular management and monitoring
• Serves as an escalation point for Customer Satisfaction Issues
• Builds a strong relationship with key customer staff
• Client Retention and Growth
• Develop strategies that proactively manage client health, renewals, and upsells in coordination with Sales and Delivery
• Serve as an executive sponsor for strategic accounts, acting as a trusted advisor to client stakeholders
• Drive cross-sell and up-sell opportunities by aligning client goals with broader service capabilities
• Operational Excellence
• Partner with service delivery teams to ensure SLAs, KPIs, and project milestones are consistently met or exceeded
• Drive the creation and enhancement of playbooks, lifecycle frameworks, and QBR (Quarterly Business Review) processes
• Continuously optimize client journey maps and engagement strategies to reduce churn and enhance satisfaction
• Create and share reports on customer satisfaction, contract retention and revenue growth with leadership and staff
• Cross-Functional Collaboration
• Act as the voice of the client internally, influencing product and service roadmap decisions
• Collaborate with Marketing, Product, and Delivery to enhance value delivery and ensure alignment on client outcomes – ensuring the client has a “One AHEAD” experience
• Support pre-sales efforts by contributing to client proposals, SOWs, and transition planning