Sr Customer Success Specialist
Ryko Solutions · Atlanta, GA · 4 mo ago
RemoteRemoteCustomer ServiceFull-time
About the role
This position can be 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 to prepare it 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.
- Monitor 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.
- Look for opportunities for case studies, testimonials, referrals, and upsells.
- Document and knowledge management.
- Continuously evaluate and improve customer-facing documentation and support processes.
- Test new tools and techniques to help refine internal processes.
Requirements
- Bachelor's degree
- 5+ years of experience in a similar role
Qualifications
- 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
Skills
- Consulting background
- SQL Experience
- Working with Power BI or other data visualization tools
- An advanced degree or relevant certifications
Benefits
- Highly 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
- Free gym, snacks, and beverages
- State-of-the-art workspace and hardware
- Strong focus on community service and volunteering
Pay
Competitive salary based on experience and qualifications.
Schedule
Flexible schedule with option to work remotely or in-person in Atlanta.
Benefits
- Generous PTO policy and holiday schedule
- 401(k) plan with company matching
- Excellent medical, dental, and vision insurance
- Free gym, snacks, and beverages
- State-of-the-art workspace and hardware
- Strong focus on community service and volunteering
Location
Located at Atlanta Tech Village, the 4th largest tech space in the US.
Company Information
- AMP is an industry-leading technology company providing innovative solutions to car wash operators across the country.
- NCS is North America’s largest equipment, service, and cleaning solutions provider in the car wash industry.
- NCS offers the most extensive service network and is home to many trusted brands.