Job Description

Position Overview

The Technical Success Manager (TSM) is pivotal in ensuring that our clients receive maximum value from The ANTi-FARM Managed Services offering. This role combines deep technical knowledge, strategic insight, and exceptional client relationship skills. The TSM will serve as a trusted advisor, responsible for driving platform success and managing long-term client satisfaction. This position will focus on engaging with clients to ensure their goals align with our managed services offerings. The TSM will report directly to the Director of Consulting, collaborating closely to ensure client success and satisfaction. Additionally, the TSM will be responsible for overseeing client accounts, with all team members working on these accounts reporting directly to them.

Key Responsibilities

• Client Relationship Management: Serve as the primary point of contact for technical support and success, fostering positive relationships to drive customer retention and growth within The ANTi-FARM.
• Technical Guidance & Support: Provide expert technical insights and recommendations, tailored to the client's environment, to ensure the success of ongoing managed services.
• Strategic Planning: Collaborate with the Director of Consulting, Managed Services, and other key stakeholders to develop and implement strategic plans for client engagement, maximizing the impact of The ANTi-FARM offerings.
• Onboarding & Training: Lead technical onboarding for new clients, providing hands-on support during the transition phase, and identify opportunities for ongoing education and thought leadership to empower clients.
• Proactive Solution Development: Anticipate client needs, identifying and addressing potential challenges before they impact the customer experience.
• Performance Tracking & Reporting: Track and report on KPIs and performance metrics to ensure clients are meeting their business objectives through The ANTi-FARM services, preparing regular reports for internal and external stakeholders.
• Continuous Improvement: Identify gaps in the client's platform or process and recommend upgrades or service adjustments to enhance overall performance, ensuring alignment with the client's evolving needs.

Requirements

• Experience: 5+ years in a technical account management, customer success, or consulting role within a consulting or managed services environment. ServiceNow ITSM,CSM, and/or HRSD module expertise is required. 
• Public Trust Clearance: Clearance is needed for federal projects, and experience in similar environments is a plus.
• Technical Skills: Deep understanding of ServiceNow solutions, including but not limited to ITSM, CSM, HRSD, and other relevant applications. Knowledge of sprints and Agile methodologies as they apply to managed services.
• Client-Focused Mindset: Proven ability to build and maintain long-term client relationships, with a focus on driving business value and meeting customer objectives.
• Analytical Skills: Ability to gather, analyze, and report on technical metrics, providing actionable insights to both the client and internal teams.
• Communication Skills: Strong written and verbal communication skills, with experience presenting complex technical concepts to a range of audiences, including executive stakeholders.
• Problem Solving: A proactive approach to identifying and solving client challenges, ensuring consistent service delivery and client satisfaction.

Preferred Qualifications

• Certifications: ServiceNow Certified System Administrator, Certified Implementation Specialist in one or more areas, or similar certifications.
• Consultative Approach: Experience working in a managed services or consulting environment, with a proven ability to advise clients strategically.
• Agile and Project Management Knowledge: Understanding of Agile methodologies and experience managing sprints or similar project structures.

Why Join The ANTi?

At The ANTi, we're revolutionizing managed services by providing our clients with flexible, reliable, and innovative solutions. As a member of our team, you will be empowered to take ownership of client success, working alongside talented Ants dedicated to setting the highest standard in customer satisfaction and service delivery.

What We Offer

• Competitive Health Benefits
• 401(K) with a 3% contribution
• Vacation and Volunteer
• A collaborative and agile working environment
• World Class co-workers with extensive ServiceNow experience
• Continuous learning culture

The Anti is an Equal Employment Opportunity Employer -race/ color/ religion/sex/ sexual orientation/ national origin/age/ disability/ gender identity/veteran status.

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