Associate Customer Success Manager - Account Adoption and Customer Engagement 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, specifically on our Account Adoption and Engagement Team, 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.

Members of our adoption and engagement team strive to keep customers actively engaged and utilizing our products during their entire life cycle with Applied. This team increases adoption and engagement by using proactive outreach based on defined customer health metrics. Leveraging new and existing tools, the team is focused on finding creative ways to increase engagement of software administrators and helping those administrators build organizational adoption. This team knows that building quality relationships with their clients ultimately leads to higher retention for Applied and greater ROI for our clients. The team will use their strong customer relationships to drive upsell conversations and build additional value for the Applied brands.

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.

Your role will consist of three parts - 

Adoption:

  • Identify target population of adoption risk accounts
  • Research account history
  • Drive renewals by engaging customers to increase usage and adoption of our software solutions

  • Gain a deep understanding of the client’s business requirements and ensure Applied is closely aligned with the customer’s business strategy

Engagement:

  • Foster positive relationships with our clients as their primary point of contact
  • Help clients implement services and plan projects effectively
  • Develop improvement plans for “at-risk” customers
  • Monitor customer health through data analysis of product use, support inquiries, NPS scoring and other health criteria

Retention & Account Management:

  • Support a portfolio of clients as their strategic Customer Success Manager to help ensure adoption of their Applied product(s).
  • Conduct Customer Account Optimization Meetings with clients
  • Develop and implement programs and services that provide continued value to the customer, ensure renewals and drive long-term account growth.
  • Ensure our clients realize their ROI of their Applied product(s) 

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 account management (SaaS preferred) 
  • 4-year Bachelor’s degree strongly preferred or equivalent experience
  • Background in Human Resources is a plus.

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