Client Success Manager, SMB

The Role

Auction Technology Group North America (ATGNA) is establishing a new, dedicated Client Success team that will be responsible for retaining current clients and revenue. As a Client Success Manager (CSM), you will be the face of ATG and a trusted advisor to our clients. You will serve as each client's business consultant, collaborating on strategic initiatives and sharing best practices. As the primary point of contact for your clients, you will independently manage escalations that may impact the client's relationship with ATG. In addition to being a business consultant and escalation point of contact, you will develop relationships with stakeholders within your clients' organization and work together to implement strategies that lead to increased platform utilization, drive revenue growth, and transform their business.

About the opportunity:

• Independently manage, develop, deploy, and consult on strategies to grow a book of business of approximately 130 accounts, generating approximately $3M in revenue, and ensure that monthly retention and growth targets across the portfolio are met and/or exceeded.
• Communicate the value of marketing and ecommerce best practices to your assigned portfolio of accounts and collaborate with clients to develop strategies to adopt best practices that lead to revenue growth.
• Analyze adoption data and client behavior to determine potential risk of client churn. Use that data to develop risk mitigation plans that prevent or reduce churn or portfolio contraction.
• Identify opportunities for continuous improvement within the team, ATGNA, or the customer segment as necessary.
• Identify opportunities to solicit acts of advocacy from clients and convert them into loyal supporters.
• Share best practices within ATGNA and the team to level up and drive performance.
• Advocate on behalf of the client internally and be an effective cross-functional partner to Sales, Client Services, Customer Experience, Product, R&D, and Finance teams.
• Develop and maintain product expertise across ATG products and platforms.

What you will need for success:

• 5+ years of experience being previously accountable for, achieving, and often exceeding revenue targets, including retention, sales, and cross/upsell goals in a customer success management, account management, sales, or other customer-facing role that advises/consults clients.
• 2 years of experience consulting with small to mid-sized clients and/or startups and/or solopreneurs.
• Preferred - knowledge and experience working with auctions, ecommerce, or large construction/agricultural equipment sales business models.
• Demonstrated balanced yet insatiable curiosity.
• Strong listening, communication, interpersonal, and presentation skills; strong ability to motivate and persuade others.
• Experience owning customer relationships with a blend of moderate-to-low level of virtual face-to-face interactions.
• Driven and action-oriented with a sense of urgency; ability to perform effectively under pressure.
• Ability to quickly build trusting relationships with customers and internal/external stakeholders.
• Self-motivated, proactive team player with innovative ideas that inspire customer loyalty and adoption.
• Experience with Salesforce or other CRM tools.

What you will bring to the team:

• Skilled in asking good questions.
• Excellent listening skills.
• Solution-oriented mindset.
• Resilient and fearless in the face of challenges.
• Proactive in identifying and addressing customer needs.
• Skilled in closing deals and achieving results.
• Strategic thinker who can provide valuable insights and recommendations.
• Straightforward and honest in communication.

Join our Client Success team at ATGNA and make a significant impact in retaining clients and driving revenue growth. Apply today to be a part of our dynamic and results-oriented team. Thank you for considering ATGNA as your next career opportunity. We look forward to hearing from you!