Senior Customer Success Manager

Chicago, IL, United States

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

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

Charitable matching gift program

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

Senior Customer Success Manager

Reports to: Vice President of Customer Experience

...

Who You Are

You will thrive here if you are highly self-motivated and self-directed in your professional work, you consider your end user to be of highest importance. You desire autonomy and full ownership of your work product, including willingness to tackle projects head on. 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. An understanding of financial services and how Compliance, Risk, and Legal departments function is preferred but not required.

Job Description:

• 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

Skills:

• Possess a solid understanding of financial services and how Compliance, Risk and Legal departments function, preferred not required

• Comfortable proposing and implementing creative ideas and solutions

• Ability to take initiative and work independently

• Establish rapport and building strong relationships with customers and Ascent employees across all teams within the company

• Manage multiple engagements and work on cross-functional teams in a fast-moving environment, while maintaining devotion to detail-oriented work

• 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

• Promote positivity in everyday interactions with customers and employees alike

• Serve as a primary point of contact for your portfolio of customers

Experience:

• 5+ years of Customer Success/Customer Support experience within Technology or Saas Solutions company

• Understanding of the Financial Services industry as it related to Compliance, Risk and or Legal is preferred

• 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

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

Who we Are

Ascent is a Chicago-based startup backed by investors, strongly capitalized for aggressive growth. The team has since grown to 30 full time employees, led and supported by an executive team and board of directors with extensive experience in technology, regulatory compliance, sales and business operations. Ascent serves global financial institutions such as ING and CommBank, and is also working directly with regulators around the world in order to continually improve and advance our product.

A first mover in building proprietary RegulationAI, Ascent delivers market leading regulatory knowledge as a groundbreaking new way for financial firms to manage compliance. It is our mission to help our customers protect their business from regulatory and reputational risk while reducing their overall cost to comply.

We prioritize diversity, equity, and inclusion and believe strongly that a team with different backgrounds and perspectives produces better results. Together, we are solving a $64 billion global problem in regulatory compliance. Watch this video to learn more about what we do.

Ascent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees Company information

Comprehensive Data Center SolutionsAscent 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.

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)

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