Associate Customer Success Manager - Support and Education Team

Nationwide | Customer Success | Full-time | Allows remote

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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 empower 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 on our support and education team you’ll be instrumental in managing day to day support and educational needs for our tech tier clients. This includes reactively responding to inbound phone and email tickets; as well as creating and delivering proactive support through stellar webinar content, help articles and other customer educational materials.

Joining Applied Training Systems as an Associate Customer Success Manager offers plenty of growth potential including advancement to a Customer Success Manager or Senior Customer Success Manager position managing our higher profile clients.

What we do

Our vision is to uplevel employee performance from hire to retire. We offer a suite of products that allow us to partner with human resource and employee engagement departments in small and medium sized businesses. 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

  • Actively look for ways to make the support experience even better for our customers with a focus on expanding our resources to meet all of the differing needs of our customers.

  • Adopt a continuous learning approach so that we can consistently work to improve the overall support offerings and provide high quality education opportunities to our customers.
  • Be willing to ask why - and challenge how we communicate with and educate our customers - thinking beyond the box of how we do things now - and into what this could look like for our future.
  • Learn, define, and share best practices with customers.
  • Be the voice of our customers, advocate for their needs, and collaborate with Product Development 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 put 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.
  • Be flexible and open to work across teams to ensure priority projects are completed in a timely manner.

You will be responsible for communicating with and educating our customers through the following mediums, as well as pivoting to continue to meet our customer’s needs over time:

  • Emails and Tickets
  • Phone calls
  • Writing and maintaining support articles
  • Webinar production
  • Finding new ways to innovate the education delivered to our customers

You're best for this role if:

  • Learning about people's workflows and making them most efficient excites you
  • You'd love to spend your days getting to teach customers how to use our software better - through multiple channels of communication
  • You have a true desire to be the best part of our customer's day
  • You are able to communicate between our customers, our product team, and our technical teams with ease
  • You are responsible, organized and prompt. You do what you say you will do, without being reminded
  • You are confident in engaging customers in tough conversations and advocate for solutions you know will help them be successful.
  • You have the ability to manage multiple priorities and tasks simultaneously with a focus on project management.
  • You are a clear communicator with effective problem-solving skills.
  • Ability to creatively multi-task and aggressively improve processes again and again - asking why is expected here

Your qualifications:

  • Highly collaborative, proactive, curious, self-starter, and always interested in learning.
  • Ability to understand client objectives and know how to translate those into software solutions.
  • Ability 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 and training experience (SaaS preferred).
  • 4-year Bachelor’s degree strongly preferred or equivalent experience
  • Background in Human Resources is a plus
  • Specific need in CST and PST working hours

Benefits

  • Flexible time off and paid holidays
  • Medical/Dental/Vision
  • Group term life/short-term disability/long-term disability
  • 401(k) program with employer match
  • Work remotely within the United States, or, from our office in Seattle