Customer Success Manager - Adoption & Engagement Team (Remote)

Denver, Colorado, United States | Customer Success | Full-time | Allows remote

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Come join our growing team!  You will have the opportunity to work in a fast-paced, creative environment where your ideas matter.

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 a Customer Success Manager offers growth potential including advancement to a Senior Customer Success Manager position managing our higher profile clients.

What we do:

Applied Training Systems, Inc. provides tools that uplevel employee recruitment, performance, learning, engagement, and succession planning for mid-size organizations.  Our applications are used today by over 250,000 people and in more than 2,000 organizations around the world.  We are a fast-growing company that constantly strives to deliver more value to our customers.        

What you’ll do:

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). 

You’re best for this role if you are:

  • Highly collaborative, proactive, and curious
  • A self-starter who is always interested in learning
  • Able to understand client objectives and translate those into software solutions
  • Proficient in engaging client in tough conversations and advocating for solutions you know will help them be successful
  • Able to manage multiple priorities and tasks simultaneously with a focus on project management
  • A clear communicator with effective problem-solving skills - especially over the phone
  • Skilled in troubleshooting
  • Someone who works well on a small team and across departments in a fast-paced start-up environment

Your qualifications:

  • 2+ years support and account management (SaaS preferred) 
  • Bachelor’s degree or equivalent experience strongly preferred
  • Background in Human Resources is a plus

Benefits:

  • Casual, collaborative work environment
  • Flexible time off and paid holidays
  • Medical, dental, and vision
  • Group term life, short-term disability, and long-term disability
  • Voluntary life, critical illness, and accident coverage
  • 401(k) program