Client Success Specialist - Construction

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 our deep industry knowledge, ATG delivers tailored services that meet the unique needs of AEC professionals, ensuring seamless integration and support across their technology platforms. Role Summary The Technical Services Customer Success Specialist (CSS) is responsible for owning the customer relationship and maintaining account health throughout the lifecycle of Technical Services engagements. This role focuses on proactive communication, customer satisfaction, and long-term retention, with a primary emphasis on Annual Recurring Revenue (ARR). The CSS acts as the customer’s advocate and early-warning system. They are responsible for identifying risks, concerns, or dissatisfaction early and ensuring issues are surfaced quickly to the appropriate internal owners. While the CSS does not manage project execution, they play a critical role in detecting when projects may be at risk and partnering with Managers to get engagements back on track. This role protects relationships while enabling rapid problem resolution. Key Responsibilities Customer Relationship & Account Ownership Serve as the primary relationship owner for assigned customers. Maintain regular, proactive communication with customer stakeholders. Build trust and credibility through consistency, responsiveness, and transparency. Monitor overall customer sentiment and satisfaction. Account Health Monitoring & Risk Detection Track engagement health, customer feedback, and perceived value delivery. Identify early warning signs of project risk, dissatisfaction, or misalignment. Document and communicate concerns clearly and promptly. Escalate issues to Managers with sufficient context to enable rapid resolution. Coordination with Project Leadership Partner closely with Managers to share customer insights and concerns. Stay informed on project status without owning day-to-day execution. Support alignment between customer expectations and delivery realities. Reinforce agreed scope, priorities, and outcomes in customer conversations. ARR Ownership & Retention Maintain accountability for customer retention and renewal readiness. Ensure customers understand delivered value and outcomes. Support renewal conversations by reinforcing success and continuity. Identify expansion opportunities within existing accounts and share them with TSEs. Success Stories & Feedback Loop Capture customer success stories and lessons learned. Share customer feedback to inform services improvement and future scoping. Support continuous refinement of customer roadmaps in partnership with TSEs. Required Qualifications Experience in Customer Success, Account Management, or client‑facing services roles. Strong relationship management and communication skills. Ability to identify risk and dissatisfaction through conversation and observation. Comfort coordinating across teams without owning execution. Strong documentation and follow-through habits. Experience within professional services or consulting environments. Key Competencies Relationship management and customer advocacy Account health assessment and risk sensing Clear communication and escalation Collaboration with delivery leadership Retention and expansion mindset Professional judgment and discretion Success Metrics Customer satisfaction and account health indicators Speed and effectiveness of issue identification and escalation Customer retention and ARR performance Quality of communication and internal coordination Identification of expansion opportunities Customer feedback and success stories Benefits That Work for You Health & Wellness Multiple medical plan options plus dental and vision coverage On-demand support and mental health/wellness resources via Bennie—your personal benefits concierge Financial Well-Being Health Savings Account (HSA) and Flexible Spending Account (FSA) options 401(k) with up to 4% company match after 90 days Voluntary life, AD&D, supplemental health coverage, and disability protection Extra Perks That Matter 3 weeks of PTO, paid holidays, and your birthday off 2 paid volunteer days each year to support causes you care about Professional development reimbursement + access to GreaterU, ATG’s platform for learning and growth Four weeks of paid sabbatical after six years—on top of your regular PTO—to refresh and recharge! Discounts on lifestyle perks like pet insurance, financial coaching, and more via the Bennie Marketplace ATG is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including gender identity and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable laws. We’re committed to an inclusive workplace where all backgrounds and perspectives are valued, and we strive to build a team that reflects the diverse world we serve. This full‑time role requires a minimum of 40 hours per week, with additional hours as needed to meet deadlines. Candidates must be able to sit or stand for extended periods, travel between office locations (including those with stairs), and lift up to 30 pounds. Strong verbal and written English communication skills, along with adequate visual and auditory abilities (with or without aids), are essential. The physical demands described are representative of those needed to perform the job’s essential functions, with or without reasonable accommodation. If you need accommodation during the application or interview process—or on the job—please contact Human Resources. Applicants must be authorized to work in the U.S. without company sponsorship. #J-18808-Ljbffr Applied Technology Group