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.
The SOC Client Success Manager (CSM) owns the overall health, value realization, and retention of assigned accounts. The SOC CSM serves as a trusted advisor to key client stakeholders, ensuring alignment between client objectives and service delivery. This role proactively drives value articulation, identifies risks and opportunities early, and partners cross-functionally to deliver measurable outcomes.
Duties and Responsibilities:
Relationship & Executive Leadership
Acts as a customer advocate and strategic advisor, balancing client advocacy with business discipline.
Owns and maintains buyer-level relationships (economic buyers, sponsors, influencers).
Builds strong relationships with key customer staff, account management, and Managed Services leadership.
Ensures follow-ups and action items are tracked and completed.
Ability to manage expectations clearly and confidently.
Leads high-level client engagement, including executive business reviews (QBRs/EBRs).
Sets and resets expectations of service quality, availability, and timeliness — no surprises.
Navigates conflict and escalation directly, respectfully, and early.
Acts as the central coordination point between client and delivery teams.
Value Storytelling & Risk Management
Establishes and executes strategic account plans aligned to client business priorities.
Articulates and quantifies value delivered in business terms, connecting service performance to client KPIs and outcomes.
Tracks KPIs and service performance metrics.
Ensures compliance with Service Level Agreements and proactively manages risk.
Maintains a proactive risk register and identifies early warning indicators.
Leads recovery strategies when accounts enter a heightened or at-risk state.
Manages Root Cause Analysis processes and participates in Priority events as needed.
Works with clients and delivery teams to identify and implement service improvement plans.
Translates customer requirements into prioritized service and project requests.
Reports and communicates service operations and performance to relevant stakeholders.
Ensures reports (incident, performance, billing) are delivered on agreed schedules.
Financial Ownership & Growth
Owns account-level financial performance, including margin awareness.
Accountable for retention, renewal strategy (beginning 12 months prior), expansion, and revenue growth.
Drives growth through cross-sell, upsell, and PCR opportunities aligned to value realization.
Partners with sales leadership to influence account growth strategy.
Ensures true-ups and billing accuracy in partnership with finance.
Understands contractual obligations and protects company interests.
Drives alignment across client stakeholders and internal teams.
Serves as an active member of the Change Advisory Board, ensuring changes are assessed, approved, communicated, implemented, and reviewed in a controlled manner.
Ensures operational compliance and service governance standards are upheld.
Serves as the primary coordination point across delivery, account, and client teams.
Operational Leadership & Governance
Drives strategic initiatives to improve customer satisfaction and operational efficiency.
Assists with development and continuous improvement of the services organization.
Provides thought leadership in IT Service Management best practices.
Results-driven and outcome-oriented — accountable for making things happen.
Other duties as assigned.
Leadership Principles in Action
Seek First to Understand: Listen before responding. Ask questions before offering solutions. Understanding the context matters more than reacting.
Assume Positive Intent: Start from the belief that teammates and clients are trying to do the right thing, even when things go wrong.
Coachable: Open to feedback, willing to adjust, and committed to getting better — not proving you are right.
Outcome-Oriented: Focused on client outcomes and business impact — not just tasks, tickets, or activity.
Ownership Mentality: If it touches the client experience, it’s our problem to solve — no silos, no finger-pointing.
Clear & Direct Communicators: Say the hard things early, respectfully, and clearly — internally and with clients.
Don’t Win Individually by Losing Collectively: Build credibility by representing the company well — never at the expense of your teammates or delivery teams.
Consistently Positive (Not Naïve): Optimistic, steady, and solutions-focused — even under pressure.
Trust Builders: Reliable, prepared, and transparent. Do what you say you’ll do, every time.
Be Curious: Genuinely interested in the client’s business, people, and priorities — not just the contract.
Aligned as One Team: Success is shared. Wins are collective. Misses are learned from together.
Education & Experience:
Minimum Required: 2-4 years of relevant IT Service Account Management experience.
Familiarity with Elastic, Kibana, Swimlane Turbine, and Palo Alto XSIAM[NF1] [SS2]
PMI Project Management Professional (PMP) certification.
ServiceNow experience.
Undergraduate degree and 2-4 years relevant experience.
Knowledge, Skills & Abilities:
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
Additional Information
The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
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