Manager of Customer Success - Phoenix, United States - Applied Technology Group Inc

Description

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.

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.


ESSENTIAL FUNCTIONS

• Lead a team of 48 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 shortterm and longterm 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 crossfunctionally 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

EDUCATION, EXPERIENCE AND SKILLS

• Bachelor's degree required.
• 23 years' experience in a customer facing role, either through customer success, sales, or account management
• Strong relationship management, problemsolving, 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.

ENVIRONMENTAL REQUIREMENTS
Office environment consists of a modular office that includes adequate lighting, heating/cooling, equipment, and furniture in good working condition.

Must be able to work constructively and cheerfully in an environment that may be stressful due to adversarial situations, and always maintaining company as well as employee confidentiality.

The noise level in the work environment is usually moderate.

• NOTE: ATG employees are all members of a team.

Employees are expected to assist/backup their co-workers in day-to-day activities as well as other duties requested for the good of the company which includes aiding outside employees assigned area of responsibility, as needed, or requested. All interactions must be both internally and externally customer focused._
- _Accordingly, this is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other tasks be performed when circumstances change._