Senior Customer Success Spec. (Tech Account Manager)

Job Description

Job Description

This position can be Remote or Hybrid. Hybrid requires the candidate to be available to work in person in our Atlanta office. We come in 3 days per week, but support flexibility as needed.  

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not currently able to sponsor work visas.  

“High-Fiver” Wanted: Senior Customer Success Specialist  

Are you the type of person who always goes the extra mile? Are you passionate about your craft and always striving to improve? Do you get so excited when you help a client out of a tricky problem that you high-five the person next to you? If so, you are exactly who we are looking for.

We are seeking a talented and dedicated Senior Customer Success Specialist to join our high-performing team and contribute to the continued growth of our dynamic company.

About AMP (An NCS Company)

AMP is an industry-leading technology company providing innovative solutions to car wash operators across the country. Our products include cutting-edge software solutions such as white-labeled mobile membership apps, administrative portals, and kiosks. These solutions allow our customers to capture and use customer data at a level not seen in the car wash industry after. 

AMP is a division of National Carwash Solutions (NCS). NCS has grown to become North America’s largest equipment, service, and cleaning solutions provider in the car wash industry. For over five decades, National Carwash Solutions (NCS) has revolutionized the carwash industry, offering unparalleled quality and innovative technology. NCS offers the most extensive service network and is home to many trusted brands. No matter if customers are new to the industry or are looking to level up a classic site, NCS is the proven partner for operational excellence and sustainable growth.

Our family of brands includes MacNeil, Ryko, Vacutech, PurClean, TSS, Rain-X, ArmorAll, Black Magic, Blue Coral, USA Towel, International Drying Corporation & Shadow. 

What are we looking for?  

You will be responsible for working closely with our enterprise-level clients to ensure their success on our platform!

Here’s what that entails:

Team Leadership  

• Lead and mentor junior customer success specialists in account management and client-facing roles and responsibilities.

• Act as a subject matter expert and go-to resource for complex business problems, guiding less experienced team members in problem-solving and decision-making. 

Customer Account Management & Onboarding  

• Establish a strong working relationship with key customer contacts across enterprise-level accounts

• Oversee the team’s review of the company’s current state operations and identify potential issues and risks to the onboarding process

• Analysis and preparation of the customer’s current data from other platforms to prepare it for import into the AMP system 

• Development of onboarding project plans, including hardware order tracking

• Meet regularly with the customer throughout the pre-launch phase

• Oversee the setup and configuration of the new customer’s AMP platform

• Support training key customer resources, such as support, marketing, finance, and IT 

Go-live support  

• Establish and execute a go-live project plan

• Once live, monitor performance and expedite issue resolution

• Solicit customer feedback and address any issues or gaps

• Ongoing account management and consulting

• Serve as the key point of contact for the customer and liaison to the rest of the team

• Lead/support regular customer touchpoints to track ongoing items and ensure mutual success

• Proactively review and analyze customer data to identify examples of good use cases and areas for improvement

• Take ownership of the customer’s AMP platform 

• Monitor customer support requests and own escalations and resolutions 

• Navigate difficult client situations, including invoice payments, contract enforcement, and delivery/onboarding delays

• Notify the customer of new features and recommend how to best leverage them

• Manage customer feature requests and other needs outside of tech support

• Look for opportunities for case studies, testimonials, referrals, and upsells

Documentation and knowledge management  

• Continuously evaluate and improve customer-facing documentation and support processes

• Test new tools and techniques to help refine internal processes

What we expect you to have:  

• Bachelor's degree

• 5+ years of experience in a similar role 

• Comfortable analyzing data in Excel and presenting concepts in PowerPoint

• Passion for problem-solving

• Exceptional logic skills and attention to detail, able to pick up complex topics and develop solutions on the fly

• Comfortable presenting your insights internally and externally 

• Able to make strong connections quickly and instill confidence

• Ability to stay focused and organized while managing multiple projects and toolsets

• Ability to effectively manage large accounts with 50-100 site locations 

• Exceptional writing and communication skills

• Experience working under pressure and balancing the demands of multiple stakeholders

• Comfortable leading training sessions, large meetings, and difficult conversations

• Experience leading people and processes related to account management and/or business analysis 

Bonus points and street cred for the following:  

• Consulting background

• SQL 

• Experience working with Power BI or other data visualization tools 

• An advanced degree or relevant certifications 

Why work for us?  

We have one of the most supportive and sustainable cultures anywhere. Our team of lifelong learners has a thirst for knowledge and a passion for technology and software. We’re dedicated to building world-class solutions for our customers, and at the same time, place a high value on team rewards and personal career growth. We enjoy working together to solve challenging problems, teaching each other through lunch-and-learns, and celebrating victories (even the small ones) along the way.&