Customer Success Representative

Description

About Us

ATG (Applied Technology Group) is the premier technology business partner for the Architectural, Engineering, and Construction (AEC) industry in North America. ATG strives to build strong relationships within the professional design community by offering complete software and hardware solutions, supported by a team of experienced technical specialists. With their deep industry knowledge, ATG delivers tailored services that meet the unique needs of AEC professionals, ensuring seamless integration and support across their technology platforms.

Overview:

As a Customer Success Representative for the Architecture, Engineering, and Construction (AEC) industries, you will be responsible for engaging with both local and national clients to manage software contracts, present purchase and renewal options, and facilitate the setup of support cases, all while ensuring a consistently high level of customer satisfaction. This role requires a deep understanding of the unique needs of AEC professionals, as ATG provides Autodesk solutions designed to enhance productivity and profitability, helping clients maintain a competitive edge in the marketplace. Your focus will be on delivering exceptional service to our expanding customer base, supporting ATG’s mission of building a first-class team and fostering long-term client success.

Responsibilities:

• Develop and maintain strong relationships with a select group of accounts, ensuring the successful and widespread adoption of Autodesk solutions.
• Execute regular check-ins and follow-up communications with all assigned accounts to ensure ongoing engagement and satisfaction.
• Manage and monitor assigned accounts, identifying and addressing potential risks for clients experiencing issues or challenges in achieving success.
• Troubleshoot and resolve customer concerns, providing timely and effective solutions to enhance their experience.
• Assist customers with support-related issues, creating and managing cases to ensure optimal software performance.
• Accurately document and update customer records following each interaction to maintain an up-to-date account history.
• Stay current with evolving products and services to maintain a robust knowledge base that supports customer needs.
• Exhibit strong interpersonal skills with a passion for learning new technologies to better assist and support ATG’s customers.
• Log all customer communications in Microsoft Dynamics Contact Record Management System (CRM) to ensure accurate tracking and follow-up.
• Respond promptly to customer inquiries via telephone, email, and other communication channels, providing technical support when needed.
• Participate in special projects as assigned, contributing to broader organizational goals.
• Establish and maintain collaborative relationships with technical services and sales teams to provide a seamless customer experience.

Qualifications:

• Bachelor's degree from an accredited university, preferred.
• Previous experience in account management, customer service, sales, or other related fields, required.
• Excellent written and verbal communication skills.

Benefits:

• Competitive Base Salary Bonus Structure
• Health, Dental and Vision Benefits
• Short-Term and Long-Term Disability
• Wellness Programs
• Professional Development Reimbursement
• 3 weeks of PTO each year, paid holidays, and your birthday off
• 2 paid volunteer days each year
• 401k match up to 4% after 90 days of employment
• Great culture with frequent in-person events and gatherings

At ATG, we believe that diversity drives innovation and strengthens our ability to meet the needs of the Architectural, Engineering, and Construction industry. We are committed to fostering an inclusive workplace where individuals of all backgrounds, experiences, and perspectives are valued and respected. We actively seek to create a team that reflects the diverse world we serve, and we encourage applicants from all walks of life to apply. Together, we strive to build an environment where everyone can thrive and contribute to our shared success.

We are committed to providing equal employment opportunities to all qualified individuals, including those with disabilities. If you require reasonable accommodations during the application or interview process, or to perform the essential functions of this position, please contact our Human Resources department. We will work with you to provide appropriate accommodations to ensure an inclusive and accessible workplace.

The position requires the ability to work a minimum of 40 hours per week, with additional hours as needed to meet deadlines and complete assignments. The candidate should be comfortable sitting or standing for prolonged periods and must be able to travel between office locations, including locations with stair access. Strong English communication skills—both verbal and written—are essential, along with the ability to comprehend and respond effectively to colleagues and clients. Visual and auditory capability, with or without corrective devices, is necessary to support interactions and project requirements. Additionally, the candidate should be able to lift and carry office items weighing up to 30 pounds as needed.

We thank all applicants in advance for their interest. Applicants must be authorized to work in the U.S. without company sponsorship.

Qualifications