Associate Customer Success Manager

Seattle, Washington, United States | Full-time

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Applied Training Systems, Inc. (Trakstar, Reviewsnap, Recruiterbox, and Mindflash) is looking for an energetic, tech-savvy, and creative B2B Associate Customer Success Manager to enable our customers to be wildly successful. You’ll be joining our exceptional Customer Success team to drive huge impact in a fun and exciting company with significant growth potential.

As an Associate Customer Success Manager, you’ll be instrumental in managing the full client lifecycle from implementation to post-live support relationship for our tech tier clients, engaging customers, assisting on projects, building and managing a book of business, and ensuing we continue to grow a top-notch Customer Success program. Joining Applied Training Systems as an Associate Customer Success Manager offers plenty growth potential up to a Customer Success Manager or Senior Customer Success Manager position which manages our higher profile clients.

What we do

Our vision is to up level employee performance from hire to retire. We offer a suite of products that allow us to partner with small and medium sized businesses Human Resource and Employee Engagement departments. Mindflash is our learning management system, Recruiterbox is our Applicant Tracking System, Reviewsnap focuses on performance management, 360 feedback, and goals, while Trakstar specializes in ongoing feedback, engagement surveys, and succession planning.

What you’ll do

  • Know our software inside and out in order to show customers how to successfully use the software to meet their company goals and needs.
  • Be ready and willing to work across your team to assist with data migration projects to ensure long term success for our clients
  • Proactively reach out to assigned accounts to ensure the software is meeting their objective
  • Create success plans with clients to be able to help them achieve their long-term goals
  • Learn, define, and share best practices with customers.
  • Be the voice of our customers, advocate for their needs and collaborate with product and engineering to inform the product roadmap.
  • Collaborate with Sales and Marketing to build a community of customer advocates.
  • Develop a trusting relationship with customers. Respond to and resolve inbound support issues post-implementation.
  • Understand the signs that make a customer at risk of moving away from ATSI. Look for these signs in each customer interaction.
  • Proactively reach out to customers to ensure their needs are being met.
  • Have a positive, upbeat phone presence
  • Must be flexible and open to work across teams to ensure priority projects are completed in a timely manner.

Your qualifications

  • Highly collaborative, proactive, curious, self-starter, and always interested in learning.
  • Have the ability to understand client objectives and know how to translate those into software solutions.
  • Be able to engage client in tough conversations and advocate for solutions you know will help them be successful.
  • Ability to manage multiple priorities and tasks simultaneously with a focus on project management
  • Clear communicator with effective problem-solving skills — especially over the phone.
  • Skilled in remote troubleshooting.
  • Works well on a small team and across departments in a fast-paced start-up environment.
  • 1+ years support, implementation and training experience (SaaS preferred).
  • 4-year Bachelor’s degree strongly preferred or equivalent experience
  • Background in Human Resources is a plus.
  • Experience with Freshdesk or similar ticketing system a plus.

Benefits

  • Commuter benefits
  • 401k program with employer matching
  • Dog-friendly workplace
  • Medical/Dental/Vision benefits
  • Flexible vacation time
  • Paid holidays