Customer Success Manager

Founded in 1994, ATSG is a tech-enabled IT Services and Solution Provider that delivers Digital Innovation providing tangible business value and exceptional Client experiences through the sale and delivery of Intelligent Technology Solutions as a Service.

Headquartered in New York, NY, and with offices around the globe, ATSG is a global leader in transformational technology solutions as a service for today’s digital enterprise. Through ATSG’s service portfolio of secure Digital Infrastructure, Digital Workplace, Collaboration, and Customer Experience offerings, ATSG provides Intelligent IT leveraging its comprehensive ATSG One automation platform. We offer these services with an array of commercial and technological choices for our clients, ranging from traditional project-based and support services, to complete consumption-based managed services models, inclusive of Private, Public, and/or Hybrid cloud-based alternatives.

Job Description:

The Customer Experience Executive is an experienced, consultative, and technical professional that is responsible for customer satisfaction, retention, reference ability, and growth of multiple large and complex accounts including key strategic customers. The Customer Experience Executive maintains proactive customer engagements to understand business and technology challenges and makes proactive recommendations that expand ATSG’s services and hardware within customer, increase contract value, and solve business challenges. The Customer Experience Executive will support multiple customers with varying requirements and solutions. They need to be highly organized and have deep operational experience directing various internal departments, client, and vendors. The Customer Experience Executive plays a pivotal role in ensuring long-standing customer relationships and developing ATSG’s advocates that align with the ATSG vision and mission.

Responsibilities:

Account Management:

• Develop an understanding of the client’s current and future needs, aligning ATSG resources and solutions to drive excellent client experience and develop ATSG growth opportunities.
• Maintain in-depth understanding and knowledge of assigned customers’ master service agreement, SOW, and other related contracts
• Accountable for Service Delivery Management; conducting regular analysis and reviews of delivery against contractual obligations to ensure ATSG is delivering or exceeding on all requirements
• Conduct routine inspections and audits to ensure customer entitlements reflect contracted services and are accurately billed, including Time and Materials invoicing .
  
  

Customer Engagement:

• Conduct proactive communication cadence with assigned customers executives, including oversight of operational weekly, monthly operations delivery.
• Accountable for strategic business reviews as defined for the customer segment to review overall service performance, address any service gaps, select pertinent strategic technology updates, identify changes in customer strategy and opportunities for expansion of ATSG services
• Ensure excellent customer satisfaction through a high degree of responsiveness and follow through
• Develop strong trusted relationships with customer’s decision-makers across functional areas
• Identify partner/client business challenges and align ATSG teams to create world-class solutions that deliver significant value
  
  

Customer Satisfaction And Retention:

• Maintain a strong understanding of customer’s perspective on ATSG’s performance, competitive threats and business changes that may pose risk to contract; proactively update ATSG leadership related to contract changes, areas of risk, and opportunities for improvement
• Influences cross-company agreement on how to deliver greatest value to partner/client
• Coordinate across the ATSG infrastructure and dive deep on chronic or systemic issues impacting partner/client
• Recognizes areas for internal improvement for client across various teams (delivery/finance/operations, etc) and drive plans for implementing improvements
• Accountable for customer contract renewal scoping, expansion and closure process
  
  

Customer Reference Ability:

• Cultivate executive relationships with customer base and obtain formal commitment to become a positive reference for ATSG for future opportunities
• Ensure strong response to ATSG NPS surveys
  
  

Sales Positioning

• Maintain working knowledge of ATSG’s product and services offerings; proactively recommend and position solutions that expand ATSG’s total contract value with existing customer through partnership with Sales. Solutions, Operations
  
  

Qualifications:

• Deep understanding of ATSG’s service offerings (Network Management, Managed Operations, Cloud Solutions, Security Management)
• Strong leadership, technical, operations, business, and financial acumen in order to consultative, strategic conversations with customers related to using technology to solve business challenges and advance strategy
• Demonstrated advanced experience in Customer Success, Service Delivery, Account Management, Program Management and Solution Sales required
• Passion for service, taking pride in delivery to customers and success of ATSG
• Ability to advocate for customer at ATSG, as well as advocate for ATSG with customer
• Strong aptitude for working independently and with technical and non-technical teams to achieve accountable customer satisfaction outcomes and Services growth
• Have strong communication skills (verbal, written, presentation), including excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels, including C-level.
• Ability to build trusting relationship with customers
• Certifications: ITIL 4 Foundations Required; desire to continue learning new technologies as they emerge
• Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the client issue until its resolution
• Focus with urgency on escalations and reactively reported High Impact customer issues
• Proactively identify and drive resolution to single customer and cross customer High Impact issues
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks
  
  

Responsibilities

To include, but not limited to, the below items.

• Develop executive communication routines with partners, clients, and applicable vendors to executive on deliverables.
• Drive retention and revenue growth via the identification of potential sales leads and opportunities through business relationships and observations.
• Identify and drive value-based deliverables to partners and clients, improving and deepening the trusted partner relationship.
• Ensure account transparency through usage of internal health measurement tools and data analytics repositories, such as Totango, SNOW and Salesforce.
• Lead applicable business reviews.
• Ensure client inventory integrity.
• Ensure client billing and invoice integrity.
• Ensure contractual deliverables are achieved (SOW requirements, SLAs, reports, etc.)
  
  

ATSG is an equal opportunity employer.