Manager, Strategic Customer Success
ServiceTitan
Customer Success Team Lead
Atera
full-time
Posted on:
Location: New York • 🇺🇸 United States
Visit company websiteSalary
💰 $225,000 per year
Job Level
Senior
About the role
- Serve as a client-facing escalation point for Atera’s US clients, ranging from SMB, mid-market, Enterprise, and Strategic accounts
- Lead project management of Atera’s top clients
- Be your team members' “go-to person” personally and professionally
- Hire, train, and mentor team members and provide professional guidance, including deliverables review and creating best practices
- Evaluate and monitor ICs’ performance - provide ongoing and periodic constructive feedback
- Set short and medium-term professional and personal goal setting for ICs
- Listen to team members’ feedback and resolve/promptly resolve issues or conflicts
- Take a leading role in promoting the group’s goals by implementing existing processes and creating deliverables
- Ensure maximum alignment with and impact on clients’ business needs and the company's commercial goals, with all internal stakeholders
- Manage all day-to-day team tasks with the highest degree of professionalism and service, ensuring all KPIs are met or exceeded
Requirements
- 3-5 years of experience in managing teams in a business environment - must
- Experience in the IT Industry/adjacent industry
- Experience with a technical product
- Experience in working with an international company with teams overseas
- Exceeds in mentoring and coaching team members
- Able to deliver results under pressure
- Get things done approach
- Ability to establish and maintain cooperative working relationships with colleagues
- Positive, approachable, problem solver, team player, optimistic
- Excellent communication skills
- Organized and process-oriented with the ability to drive resolutions
- Strong understanding of business goals and standards for customer service & experience
