Manager of Customer Success

ATG USA (Applied Technology Group) is the leading technology business partner focused on the Architectural, Engineering and Construction industry in North America.

ATG strives to build relationships within the professional design community by providing a complete solution. ATG has unique service offerings implemented by technical support specialists with industry experience and knowledge.

Summary

The Manager of Customer Success leads a team of 4-8 CSMs that help maintain high levels of satisfaction and engagement among our customer base.

The Manager of Customer Success is responsible for making sure the clients under their team are constantly realizing the value of ATG, driving adoption and outcomes leading to renewals, expansion, and advocacy.

The position is a member of the Customer Success organization and reports directly to the VP, Customer Success. We are a close-knit team that takes pride in our work and loves working together.

We are customer-obsessed and are willing to go the extra mile for our customers.

Responsibilities

• Lead a team of 4-8 CSMs to effectively renew and upsell an assigned book of business of existing customers.
• Develop a deep understanding of your customer's businesses, including their objectives and success criteria and how it fits into their short-term and long-term goals
• Coach CSMs on helping customers understand best practices which will inform strategy and tactics to improve customers ROI, exceed customers' business objectives, and ultimately lead to growth.
• Work cross-functionally and collaboratively with internal teams (Sales, Support, Marketing, Services) to ensure timely renewals and growth within your account base
• Identify processes and tools to automate customer success touchpoints
• Gain expert knowledge of ATG offerings with the ability to support CSMs on customer calls
• Ability to develop Customer Success Representatives ensuring they are hitting their assigned targets
• Hire and train future CSMs as needed

Qualifications

• Bachelor’s degree required.
• 2-3 years’ experience in a customer facing role, either through customer success, sales, or account management
• Must be able to work in a fast-paced environment with occasional interruptions. Able to be at desk, phone and computer for long periods of time preparing, sending and receiving emails and extensive phone work.
• Strong relationship management, problem-solving, organizational and phone skills, customer service, and written / oral communication skills required.
• Must have intermediate computer skills and abilities in : MS Office programs; Excel, Word and Outlook.
• Preferred experience using MS Dynamics CRM, and Gong
• Must be able to read, write and speak English clearly to collaborate with customers and colleagues. Ability to read and comprehend simple instructions, short correspondence, and memos and write simple correspondence.

Ability to effectively present information Virtually and Live, 1 on 1 and in small group situations to customers, clients, and other employees of the organization.