Director - Customer Success Management

You will play a crucial role in leading and managing the Client Success Managers (CSMs) at AHEAD, supporting Managed Services Clients across all verticals. Your responsibilities will include: - Onboarding and training new team members. - Ensuring all contractual obligations are met. - Managing the profitability (P&L) of Managed Services Cloud Accounts in collaboration with the Client Success Managers. - Overseeing processes such as Renewal Process, Up Selling, PCR/Contract Change Request, Time and Materials, and Monthly Billing Activities. - Resolving client escalations and implementing corrective plans. - Serving as a customer advocate and single point of contact for technical inquiries related to services provided by AHEAD. - Conducting resource management and staffing planning. - Driving customer satisfaction by delivering quarterly business reviews, measuring client satisfaction, and identifying service improvement activities. - Participating in customer onboarding, implementation, and migration projects. - Collaborating with the marketing department to create customer success stories and references. To qualify for this role, you should have: - A Bachelor's degree or equivalent experience. - Over 10 years of experience in management roles with people responsibilities. - Over 10 years of experience in Service Delivery Management or Project Management in a multi-customer environment. - Strong oral and written communication skills. - Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred. - Knowledge of project management; PMP Certification preferred. - Proficiency in technologies including compute infrastructure, networking, cloud, server, virtualization, and ServiceNow. - Account management and customer service skills. - Ability to think both strategically and tactically. - Relationship management and conflict resolution skills. At AHEAD, you will be part of a culture that values diversity, empowers employees to drive change, and prioritizes employee development. You will have access to benefits such as medical, dental, and vision insurance, 401(k), paid time off, parental and caregiver leave, and more. Additionally, you can expect transparent management, collaboration with industry experts, investment in training & development, incentives for certifications, and unlimited PTO. Please note that the compensation for this role includes a base salary and any applicable target bonus amount, which may vary based on your experience, qualifications, and geographic location.,