Principal Associate, Support Specialist (People Leader) in IT Service management leading teams providing technology support operations for end user support and IT incident management. Responsibilities include analyzing end user experience, managing hardware and software support, and collaborating with IT enterprise teams. Requires 3 years of technical operations and people management experience.

Responsible for following standardized collection and/or recovery procedures for assigned accounts and making leadership aware of problem accounts. Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity. Execute calls to assigned accounts in order of the collection system queue priority as established by calling strategy.

The Client Success Manager drives all aspects of the AHEAD Managed Services customer relationship, ensuring SLAs are met, renewing contracts, and growing contract values through upselling. They lead onboarding activities, drive process improvements, and manage service improvement activities to increase customer satisfaction. This role also involves managing technical assessments and participating in business reviews with customers and sales teams.