Customer & Delivery Support Manager

| Chicago
[email protected] with Job Title/Built In in the subject line.
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Who We Are

Ascent is a Chicago-based startup that closed its Series B funding round of $19.3M in Fall 2019. Founded only four years ago, the team has since grown to almost 50 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’s Customer Delivery and Support team is responsible for delivering across all aspects of our product – new regulations, product enhancements, and new features to continually elevate our customer experience. This team puts technology, problem solving and project management skills to work in this highly collaborative and supportive role.

Who You Are

As Customer & Delivery Support Manager with Ascent, you will be the conduit between our customers and product/technology teams for product delivery and support functions.  You will also have a critical partnership with our Customer Success representatives to meet the needs of our customers. For all customer enhancement, feature, and support requests, you will lead project management and delivery plans for our customers. You will own and manage the support request pipeline and assist in triaging, resolution plans, and communicating status to customers. You will also use your business analysis skills to provide insights to product and technology on how to continually improve the product. You will have deep knowledge of customer support processes, tools, and technologies. These skills, along with problem ownership through to resolution, a proactive approach and professionalism, build and reinforce long term partnerships with Ascent’s global clients. You will have critical interfaces and partnerships with Customer Success, Sales, Engineering, and Operations teams. In this role, you will report to the VP Customer Delivery & Support.

Responsibilities

  • Project management of all customer enhancement and feature requests for our global enterprise customers
  • Triage and analyze customer support requests in accordance  with the SLA and assign to the technical support team resolution
  • Prepare and deliver weekly progress updates both to the customer and to critical internal stakeholders 
  • Develop a close working relationship with Product, Sales and Customer Success teams and foster collaboration and teamwork
  • Maintain an up-to-date and comprehensive knowledge of the product
  • Provide feedback on product usage and features requested by customers to product team to influence future roadmap direction
  • Inform management on customer needs and business opportunities
  • Improve customer relationships by providing timely and accurate responses to their inquiries
  • Provide necessary technical consultation and support to customers on the SaaS platform and API

Qualifications

  • BS/BA degree or equivalent experience 
  • 5+ years experience working in a Sales Engineering or a Customer Implementation role involving API implementations and support
  • Experience in finance related sector, B2B, SaaS environment 
  • Strong project management skills including proficiency withproject management tools such as Smartsheet, MS Project, etc
  • Strong customer-facing skills, including project planning, effective communication and documentation and the ability to mediate through difficult situations while de-escalating
  • Deep knowledge of customer support processes, tools, and technologies including JIRA, Confluence, Service Desk, or any SCM systems
  • Demonstrate a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
  • Excellent organizational skills, including the ability to manage multiple processes and priorities effectively. 
  • A self starter

Benefits

Ascent employees enjoy many benefits and perks, including:

  • Competitive compensation
  • Medical, dental, and vision insurance; premiums paid 95% for the individual
  • Medical premiums paid 50% for covered dependents
  • Life insurance
  • 401K
  • Commuter benefits
  • Unlimited PTO
  • Professional development stipend
  • The opportunity to work with smart people on challenging problems!
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

Our office is convenient to all loop trains and many buses, and the Pedway! We have a great selection of healthy lunch options nearby.

An Insider's view of Ascent

What are some social events your company does?

Our leadership really believes in building and strengthening our community here at Ascent. We've had a day-long company outing to a baseball game. We have monthly team lunches, which are a good way to connect with colleagues over food. We also have movie outings and happy hours that we all enjoy together!

Shubhangi

Regulatory Intelligence Analyst

What's the biggest problem your team is solving?

My team coordinates work that needs to be done by both people and machines. We do this by creating delightful interfaces/experiences for our users and by augmenting our workflows with machine learning to produce work that’s intuitive and efficient. This means my team gets to play with fun tech from the frontend all the way to the back.

Conrad

Senior Software Engineer

What makes someone successful on your team?

Prior to joining Ascent, I used to believe "brilliance is evenly distributed but opportunity is not". Here at Ascent, irrespective of your gender, race or color, the opportunity to impact and change the world around you is evenly distributed and all anyone would require to succeed is the passion and desire to solve problems.

Sunkanmi

Software Developer

How do your team's ideas influence the company's direction?

Our job as a leadership team is to provide context, not solutions. The people working directly on a project are in the best position to make decisions, so we hire smart people and then trust them. We're here to support our teams and to make sure efforts are aligned across the company.

Chris

CTO

What are Ascent Perks + Benefits

Ascent Benefits Overview

Everyone brings a unique set of skills and talents, and we want to take advantage of everything you have to offer. We also want to make sure you get as much out of this opportunity as you put in, and we’ll give you the support you need for Ascent to be a transformational period of growth in your career.

Our team enjoys a number of benefits and perks, including:

- Competitive compensation
- Medical, dental, vision, mental health insurance – with individual premiums 95% paid by Ascent
- 401K offered
- Commuter benefits
- Unlimited PTO and Bank Holidays
- Flexible work schedule
- Professional development stipend
- The opportunity to work with smart people on challenging problems!

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Multiple plan options with Blue Cross Blue Shield, as well an HSA (Heath Savings Account).
Wellness Programs
Onsite Gym
There is an on-site gym in Prudential Plaza which is free to employees.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Ascent offers a completely flexible scheduling and work from home policy.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Ascent offers a generous professional development stipend per year.
Promote from within

Additional Perks + Benefits

We want to create an environment where people can do their best work. That means supporting our employees in their careers, in their health, and in their lives. We're always looking for ways to concretely demonstrate these values. For example, we pay 95% of our employees' individual health premiums!

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