Home > Customer Success Manager (CSM) – ATSER Systems

Customer Success Manager (CSM) – In Office (Houston, TX)

Summary

As a Customer Success Manager, you will play a critical role in ensuring our customers achieve maximum value from the ATSER platform. You will be the primary point of contact for assigned accounts, responsible for building strong relationships, driving high customer satisfaction, and maximizing customer lifetime value.

Qualifications:

4+ years of experience in a customer success or account management role (SaaS preferred).
2+ years of experience in construction or heavy civil engineering preferred.
Proven track record of building strong customer relationships and driving high satisfaction.
In-depth understanding of SaaS customer success best practices.
Excellent communication and interpersonal skills, with the ability to build trust and relationships.
Strong analytical and problem-solving skills.
Proficiency in customer success tools like NPS platforms and CRMs.

Key Competencies

Results-driven with a strong sense of urgency to meet aggressive deadlines.
Strategic thinker with a focus on innovative solutions and continuous improvement.
Strong problem-solving skills and the ability to make critical decisions under pressure.
Excellent interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.

Key Responsibilities:

Customer Success & Satisfaction:

Implement strategies to measure and maintain high customer satisfaction using tools like Net Promoter Score (NPS)
Proactively identify and address customer needs and concerns, ensuring a positive customer experience and promoting customer advocacy
Monitor customer engagement and proactively address any signs of disengagement
Develop and implement customer success plans tailored to individual account needs

Product Adoption & Upselling:

Collaborate with onboarding and support teams to ensure a smooth customer onboarding experience
Work closely with customers to identify opportunities for upselling additional ATSER features and modules
Conduct product training and workshops to maximize customer product knowledge and adoption

Collaboration & Communication:

Partner with the sales, support, development, and product teams to ensure a seamless customer experience
Provide valuable customer feedback to product development to drive product roadmap and enhancements.
Communicate effectively with customers at all levels, building strong and lasting relationships.

Helpdesk Responsibilities

Supervise and lead the helpdesk team, providing guidance, training and support.
Monitor helpdesk performance metrics and meet service level agreements (SLAs).
Handle escalated technical issues and coordinate with other departments to resolve complex problems.
Develop and implement helpdesk policies, procedures, and best practices.
Conduct regular performance reviews and provide feedback to helpdesk staff.
Stay up to date with the latest trends and advancements in engineering and construction software.
Assist in the development and delivery of training programs for both internal staff and clients.
Maintain high customer satisfaction through prompt and efficient support services.
Manage helpdesk software and tools, ensuring they are up to date and functioning correctly.
Prepare reports and analyze data to identify areas for improvement.

About ATSER Systems?

ATSER Systems is a leading provider of cloud-based software solutions for large-scale bridge and road construction projects. Our suite of software modules, including document management, schedule management, cost management, and laboratory information management, helps construction companies streamline their workflows, improve collaboration, and achieve greater project success.

Why ATSER?

• Opportunity to work with cutting-edge technology in a rapidly growing industry.

• Collaborative and supportive work environment with a strong focus on innovation.

• Competitive salary and benefits package, including health insurance, performance bonuses, 401(k) with matching, and paid time off.

• Work in a modern office space in the heart of Houston, TX.

• Be part of a team that is passionate about making a positive impact on the construction industry.

Ready to Join the Team?

Be part of a team that is passionate about making a positive impact on the construction industry. If you are a highly motivated and results-oriented information security professional who thrives in a fast-paced environment, we encourage you to apply!

Customer Success Manager (CSM) – In Office (Houston, TX)

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