ATSG

Solutions Engineer

• Architect innovative, scalable, and secure technical solutions that align with customer business objectives across XTIUM’s core service offerings.
• Collaborate with sales teams to understand client business models, technical needs, and growth goals, delivering enablement strategies that improve win rates, revenue, and technical certifications.
• Engage directly with customers to build trusted relationships, identify business challenges, and develop tailored solutions that deliver tangible business outcomes.
• Create detailed Quotes and Statements of Work (SOWs) that effectively translate technical features into business benefits.
• Lead customer proof of concepts (POCs) and lab demonstrations to validate solutions and showcase XTIUM’s technical capabilities.
• Analyze and optimize technical solutions to address both current and future business opportunities, ensuring scalability and long-term value.
• Assist sales teams in identifying competitive threats and craft messaging that highlights XTIUM’s unique value proposition and differentiation.
• Train internal teams on delivering impactful product demonstrations and utilizing demo environments to support sales efforts.
• Partner with other internal teams and technology vendors to ensure seamless solution delivery and customer satisfaction.
• Maintain consistent communication with sales teams and customers to ensure alignment throughout the sales cycle.
• Identify opportunities for up-selling and cross-selling, driving additional value for customers and revenue growth for XTIUM.
• Report on performance and accomplishments through regular weekly and quarterly updates to leadership.
• Represent XTIUM as a technical expert in customer engagements, positioning yourself as a trusted advisor and industry thought leader.

Solutions Architect

Cloud Engineer

• Design and Implement Azure Cloud Solutions.
• Develop end-to-end Azure solutions that meet business, performance, and security objectives.
• Align architectural designs with enterprise standards and operational requirements.
• Ensure scalability, availability, and reliability across deployed cloud services.
• Architect Cloud-Native and Hybrid Applications.
• Design and deploy applications using Azure PaaS, IaaS, and SaaS offerings.
• Integrate on-premises and cloud systems to support hybrid environments.
• Apply modern application architecture principles, including microservices and containers.
• Ensure Security, Compliance, and Governance.
• Implement Azure Policy, RBAC, and identity management using Azure AD or Entra ID.
• Enforce compliance frameworks and data protection standards.
• Apply zero-trust principles and proactive threat mitigation strategies.
• Evaluate and Integrate Third-Party Tools.
• Assess and select compatible third-party services to enhance Azure capabilities.
• Lead Cloud Migration Projects.
• Plan and execute cloud migration strategies from assessment to implementation.
• Lead multi-cloud tenant migrations into Azure tenants.

Cloud Engineer, Azure

Customer Success Manager

• Lead, coach, and develop a team of 5–6 Customer Success Managers responsible for enterprise and mid‑market customers
• Establish consistent Customer Success operating standards across engagement, renewals, expansion, and risk management
• Drive accountability for performance, outcomes, and professional development within the team
• Ensure team alignment to XTIUM’s customer engagement model and service delivery expectations
• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) outcomes across the assigned portfolio
• Oversee renewal strategy and execution, ensuring proactive planning, timely SOW delivery, and risk mitigation
• Drive expansion through identification of upsell and cross‑sell opportunities across XTIUM’s managed services portfolio
• Partner with Sales and Solutioning on pricing, scope changes, and go‑forward service strategies
• Maintain accurate forecasts for renewals, churn risk, and expansion opportunities
• Own customer satisfaction and NPS outcomes for the assigned portfolio
• Analyze customer feedback, NPS results, and operational trends to identify improvement opportunities
• Partner cross‑functionally to drive corrective actions and continuous service improvements
• Ensure a consistent, high‑quality customer experience throughout the lifecycle
• Serve as an escalation point for executive‑level customer issues and high‑risk accounts
• Guide CSMs in building trusted relationships with customer executives (CIO, CTO, VP, Director level)
• Oversee planning and execution of Quarterly Business Reviews (QBRs)
• Ensure effective governance around major incidents, root cause analysis (RCA), and post‑incident communications
• Partner with Operations and Service Delivery to ensure SLAs, scope, and service expectations are met
• Collaborate with Finance on billing accuracy, revenue recognition, and change order governance
• Provide input into service packaging, pricing models, and managed services strategy
• Support go‑to‑market initiatives by ensuring Customer Success readiness and alignment

Director, Customer Success

Manager

• Define the segmentation of the target markets and buyer personas while working closely with product and marketing teams to build a compelling narrative for the solution that addresses our buyers’ needs and differentiates us from the competition.
• Collaborate with key stakeholders (Sales, Business Development, Product Marketing, Channel Marketing) to identify new approaches and target audiences and develop strategies and tactics accordingly.
• Develop and manage an integrated strategy that leverages a variety of channels (e.g., advertising, digital marketing, email marketing, events, partner co-marketing) to reach and engage XTIUM’s target audience.
• Develop content pillars that clearly define the company’s services and expertise based on persona, vertical and solution.
• Create a combination of short- and long-form content that engages our target audience and sets them on a path to conversion into a sale or renewal while ensuring content is consistent with XTIUM’s new brand voice, style, and tone.
• Develop and manage an editorial calendar that supports sales objectives while resonating with target personas.
• Plan, produce, and publish content throughout the marketing funnel in collaboration with teams including demand generation, marketing services, and PR for all lead generation initiatives across multiple channels.
• Own analyst relations and outreach with various technology partners.
• Manage and maintain information to be shared with Sales team through bi-weekly meetings or other mediums as defined by the business.
• Take the lead on working with cross-functional partners to maintain and update marketing and sales collateral to ensure they are up-to-date and consistent with current branding and messaging.
• Work with various technology partners to co-brand marketing assets and plan, implement and report on co-branded marketing campaigns using partner market development funds (MDF).
• Manage Partner MDF budget, reporting and lead data as required.
• Drive strategy and own content efforts including white papers, executive briefs, webinars, email promotion, social media posts, partner co-branded content, case studies, guides, and more as required.
• Manage and update content library including external collateral as well as key internal positioning/messaging resources.
• Ability to work closely with contracted writers for blogs, press releases, sales assets, and more.

Campaigns Manager

Customer Support

• Provide customer end user technical support via phone, email, chat, and self-service portals
• Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications
• Assist end users with password resets, account unlocks, and access requests
• Provide remote assistance when applicable
• Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
• Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
• Escalate complex issues to higher-level support teams when necessary
• Adhere to service level agreements (SLAs) and meet performance targets
• Utilize the internal knowledge base to resolve common issues and improve efficiency
• Drive customer satisfaction through proactive communication and first call resolution
• Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude
• Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps

Enterprise Service Desk Support Specialist

Account Manager

• Build and execute a West Coast territory plan focused on recruiting, enabling, and activating partners that can produce consistent lead flow
• Identify and onboard new partner relationships (agents, sub-agents, TSD partners) aligned to XTIUM’s ideal customer profile (ICP) and solution priorities
• Own partner relationship cadence including QBRs, enablement sessions, joint account mapping, and pipeline reviews
• Create partner-specific “plays” that drive repeatable outcomes (e.g., DaaS, managed helpdesk, managed security, managed network)
• Drive partner-sourced leads and ensure each lead meets a defined quality bar (right customer profile, clear business pain, validated stakeholders, next step)
• Run early-stage discovery with partners and prospects to confirm solution fit before handoff when appropriate
• Coordinate a disciplined handoff to Field Sales, ensuring complete notes, clear next steps, and partner expectations aligned
• Maintain engagement with the partner throughout the sales cycle to “grease the skids,” remove blockers, and keep momentum toward close
• Maintain accurate partner records, partner plans, activity logging, and lead/opportunity visibility in Salesforce (or designated CRM tools)
• Report weekly activity and KPI performance including partner touches, enablement sessions, leads generated, and conversion rates
• Provide structured updates on partner health, pipeline, risk, and next actions

Solutions Architect

Cloud Engineer, Azure

Director, Customer Success

Campaigns Manager

Enterprise Service Desk Support Specialist

Regional Partner Manager