Customer Success Manager - Scarborough, Canada - Allied Technical Solutions Inc.
3 weeks ago
Description
Job description
ATS is transforming the construction engineering and design processes. We create tools that solve commercial building product manufacturers' biggest challenge; driving demand for their products.
We use AI to simplify and expedite the quotation process allowing manufacturers to sell more and distributors and contractors to win more projects.
Our thriving and motivated culture is the heartbeat of our organization. We hope you will become a part of itWe're looking for a talented Customer Success Manager to join our growing Professional Services team
Primary Responsibilities:
- Reports to Director of Customer Experience; build a team of customers success representatives who help our Software Users thrive on ATS Software solutions
- Establish clear retention goals and process milestones for the client and employees to work toward
- Promote value through customer experience
- Use empowerment, trust and other strategies as appropriate to develop and motivate team members
- Communicate expectations, assignments and responsibilities clearly and professionally
- Participate in 1:1 meeting with team members
- Providing remote troubleshooting and technical support to ATS Software Website users
- Provide timely follow up to customer downloads and support requests
- Escalate support calls to QA as required
- Work with Product Owner, Software Development team and technical advisor to write user stories for new or existing features
- Work with marketing to develop or create training materials, videos and knowledge base articles
- Develop and maintain expertise on all products, systems and processes
- Support the onboarding and account management teams by facilitating online demonstrations for all ATS Software Solutions to new and existing customers
Requirements:
- College Diploma or University Degree, in Architecture/Engineering or Construction nice to have
- 35 years of experience in customer service or customer success position strongly preferred
- 2+ years experience in people management
- Excellent communication skills both verbal and written
- Team player and willing to help others when required
- Able to work with diverse personalities and styles
- Strong organizational/time management skills
- Strong interpersonal skills and relationship management
- Be passionate about what you do take ownership of the customer interaction to ensure success
- Work schedule flexibility: We service North American customer base between Monday to Friday from 7:00 a.m. to 8:00 p.m ET (our shifts are set based on our customer demand and markets we serve)
We look for excellence:
individuals that are better than we are and not only meet our values but bring value to our teams.
Your Life and Career at ATS:
ATS is dynamic, industrious, innovative, and collaborative.
We believe diverse and inclusive organizations create work environments that are inventive and open-minded, where people spark new ideas and explore alternatives.
At ATS, we offer the following to make sure you have a rewarding and enjoyable experience:- Competitive salary
- Career advancement opportunities
- Benefits package for all eligible fulltime employees (including medical, vision and dental).
- A culture that promotes a healthy, fulfilling worklife balance
- Free parking
- Foosball, Ping Pong Table & basketball net
- Gym facilities
- Epic yearround employee events
We are committed to the principles and practices of employment equity and encourage all qualified individuals, including women, persons with disabilities, visible minorities, and Aboriginal Peoples to apply.
Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.
Benefits:
- Casual dress
- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care
Job Types:
Full-time, Permanent
Benefits:
- Casual dress
- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Scarborough, ON: reliably commute or plan to relocate before starting work (required)
Experience:
- SaaS: 3 years (preferred)
Work Location:
One location
Job Types:
Full-time, Permanent
Benefits:
- Casual dress
- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Scarborough, ON: reliably commute or plan to relocate before starting work (required)
Work Location:
One location
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