Ascent

Ascent

Senior Customer Success Manager

Chicago, IL | $103K - $156K

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Qualifications

  • You have 5+ years of experience in software implementation and customer success with a proven track record of managing or supporting complex projects
  • You have excellent interpersonal skills and time management capabilities
  • The CSM needs to have a clear understanding of the entire customer lifecycle, and will play an active role during the implementation process in order to have a good understanding of the customer's existing processes and how they translate to the Ascent Platform
  • Comfortable proposing and implementing creative ideas and solutions
  • Establish rapport and building strong relationships with customers and Ascent employees across all teams within the company
  • Demonstrate excellent interpersonal skills with ability to build sincere business relationships and deal effectively with relational challenges if they occur
  • Excellent knowledge of change management principles
  • 5+ years of Customer Success/Customer Support experience within Technology or Saas Solutions company
  • Collaborative mindset with a willingness and capacity to learn and problem solve
  • Proven ability to take initiative and work independently as needed
  • Proven experience to manage difficult conversations with both internal and external stakeholders
  • Experience in process improvement
  • Prior experience with analytics software; Having knowledge in pulling reports and manipulating data in order to gather valuable insights into the customer experience
  • Knowledge of customer support processes, tools, and technologies including JIRA, Confluence, Service Desk, and/or any SCM systems
  • Experience working with CRM software

Responsibilities

  • Partner with the Sales, Product and Compliance teams to play an integral role in the post sales process with Ascent customers
  • Build a good understanding of customers' needs to allow for an easy transition from sales to implementation and through long-term ongoing support
  • During the transition process, convey awareness of which features the customer has expressed an interest in order to help achieve the customer's goals
  • Ensure that all customer feedback is received and escalated to the appropriate team to ensure delivery of customer objectives
  • Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
  • Use analytics to track customer engagement and their experience
  • See what features the customer is using and provide guidance on alternate solutions when applicable
  • Be an expert on the Ascent platform and have an in-depth knowledge of our product and features
  • Be a solutions expert for our customers - Always seek new ways for Ascent to make the customer's life easier
  • Promote positivity in everyday interactions with customers and employees alike
  • Serve as a primary point of contact for your portfolio of customers

Benefits

  • Ascent employees enjoy many benefits and perks, including:
  • Competitive compensation
  • Medical, dental, and vision insurance; premiums paid 95% for the individual
  • Medical HSA/FSAs
  • Life insurance
  • 401K
  • Disability benefits
  • Dependent Care FSA
  • Flexible PTO
  • Parental care leave
  • Professional development stipend
  • Charitable matching gift program

Company information

Comprehensive Data Center Solutions Ascent Corporation is a leading provider of comprehensive solutions for the planning, design, engineering, development, and operation of data centers and other mission critical facilities. Headquartered in St. Louis, MO, with offices in Chicago, Dallas, Atlanta, and Toronto, Ascent specializes in powerful, efficient and technologically advanced solutions that offer our clients a broad range of delivery models spanning shell and core, build-to-suit, turnkey and critical systems operations.

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51-200 employees
Software, Information Technology, Finance, Financial Services, Professional Services, Technology, Consulting, Artificial Intelligence, Real Estate, Software Development
Privately Held
Founded: 1998
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Last round: Debt financing
Last round: US$ 107.0M
St. Louis, MO
Company Specialties:
Data Center Developments, Data Center Engineering & Construction, Critical Facility Maintenance Services, Data Center Operations Management, Critical Facility Management, and Data Center Infrastructure Management (DCIM)