Sr Customer Success Specialist

About the role

The position can be either Remote or Hybrid. Hybrid requires the candidate to be available to work in person in our Atlanta office. We come in 3 days per week, but support flexibility as needed.

Responsibilities

• Lead and mentor junior customer success specialists in account management and client-facing roles and responsibilities.
• Act as a subject matter expert and go-to resource for complex business problems, guiding less experienced team members in problem-solving and decision-making.
• Establish a strong working relationship with key customer contacts across enterprise-level accounts.
• Oversee the team’s review of the company’s current state operations and identify potential issues and risks to the onboarding process.
• Prepare the customer’s current data from other platforms for import into the AMP system.
• Develop onboarding project plans, including hardware order tracking.
• Support training key customer resources, such as support, marketing, finance, and IT.
• Oversee the setup and configuration of the new customer’s AMP platform.
• Monitor performance and expedite issue resolution once the customer is live.
• Solicit customer feedback and address any issues or gaps.
• Ongoing account management and consulting.
• Lead/support regular customer touchpoints to track ongoing items and ensure mutual success.
• Proactively review and analyze customer data to identify examples of good use cases and areas for improvement.
• Take ownership of the customer’s AMP platform.
• Manage customer support requests and own escalations and resolutions.
• Navigate difficult client situations, including invoice payments, contract enforcement, and delivery/onboarding delays.
• Notify the customer of new features and recommend how to best leverage them.
• Manage customer feature requests and other needs outside of tech support.
• Document and knowledge management.
• Continuously evaluate and improve customer-facing documentation and support processes.

Requirements

• Bachelor's degree
• 5+ years of experience in a similar role
• Comfortable analyzing data in Excel and presenting concepts in PowerPoint
• Passion for problem-solving
• Exceptional logic skills and attention to detail, able to pick up complex topics and develop solutions on the fly
• Able to make strong connections quickly and instill confidence
• Able to stay focused and organized while managing multiple projects and toolsets
• Exceptional writing and communication skills
• Experience working under pressure and balancing the demands of multiple stakeholders
• Able to lead training sessions, large meetings, and difficult conversations
• Experience leading people and processes related to account management and/or business analysis

Qualifications

• Passionate about problem-solving
• Strong logical thinking and attention to detail
• Ability to quickly understand and develop solutions to complex problems
• Effective communication and presentation skills
• Experience with SQL
• Experience with Power BI or other data visualization tools
• Advanced degree or relevant certifications

Benefits

• Competitive salaries
• Potential equity interest in a rapidly growing company
• Generous PTO policy and holiday schedule
• 401(k) plan with company matching
• Excellent medical, dental, and vision insurance
• Located at Atlanta Tech Village, the 4th largest tech space in the US
• World-class engineering team with an incredible track record
• Team-building events, outings, and hackathons
• State-of-the-art workspace and hardware
• Strong focus on community service and volunteering
• Free gym, snacks, and beverages

Pay

Competitive salaries

Schedule

Hybrid schedule with 3 days in-office and flexible remote work options.

Skills

• Customer service and account management
• Data analysis and presentation
• Problem-solving and decision-making
• Leadership and mentoring
• Project management and planning
• Communication and presentation skills
• SQL and data visualization tools

Benefits

• Generous PTO policy and holiday schedule
• 401(k) plan with company matching
• Excellent medical, dental, and vision insurance
• State-of-the-art workspace and hardware
• Strong focus on community service and volunteering
• Free gym, snacks, and beverages