Senior Customer Success Manager - NY

About the Company

Atera is inventing a new way of managing IT end-to-end for IT professionals and IT teams around the world.
Atera’s all-in-one AI-powered IT platform is revolutionizing the IT industry.
By creating an AI-powered IT platform, Atera's all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps over 12,0000 companies achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes, faster.
Atera’s team of passionate, dedicated, and committed individuals is driven by a shared mission to unleash everyone's potential and constantly innovate.
We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.
We are looking for a Senior Strategic Customer Success Manager to join our growing New York Branch.

About the Role

Our Customer Success Managers are the face of Atera to our clients.
Your goal is to learn as much as possible about our customers’ needs and their business workflow.
As a Customer Success Manager (CSM) for our Strategic team, you will be expected to deliver value and ROI to Atera’s largest clients.
These long-lasting relationships are built via exceptional customer service, understanding customers’ technical needs, challenges, complex working environments, and top-notch onboarding of new customers.
As a part of the Strategic CSM team, you will be responsible for the success of the account, managing the partnership, monitoring, analyzing and optimizing the data and working towards quarterly targets and KPIs.

Responsibilities

• Serve as the primary point of contact between clients and the Atera team.
• Build and maintain strong relationships with clients.
• Onboard new customers and conduct ongoing quarterly Business Reviews.
• Lead value-driven conversations with your customers.
• Serve as a technical authority for customers queries on the Atera Platform.
• Analyze key account statistics and performance metrics to identify pain points.
• Educate clients on how to best use Atera’s platform, also known as “best practices”.
• Proactively identify (growth) opportunities and optimization points for Atera’s clients.
• Organically grow your portfolio of clients by delivering additional solutions and tools based on business needs.
• Demonstrate continuous value of Atera’s solutions by keeping high retention rates.
• Lead online walk-throughs, webinars, consultations and one-on-one demos for a full onboarding experience.

Requirements

• 5+ years of experience in a technical and customer-facing role, managing large VIP customers.
• Solid understanding of customer lifecycle stages.
• Ability to understand complex technology and explain it simply.
• Strong quantitative and analytical skills; ability to identify data trends.
• A proven record of retaining, developing, and growing multiple client relationships.
• Committed to customer satisfaction with a passion for customer success.
• Ability to work in a fast-paced dynamic environment.
• Superior organization and prioritization skills, with strong attention to detail.
• Self-motivated, detail-oriented with strong communication and interpersonal skills.
• Problem-solver, resourceful and independent.

Preferred Qualifications (Nice to Have)

• Understanding of IT infrastructures (Networks and Operation Systems) or interest and readiness to learn.

Benefits and Compensation

• Annual salary of $160,000 (USD) as OTE.
• Stock options.
• Comprehensive health insurance covering dental and vision care.
• Generous allocation of paid vacation days.
• Ample time to learn from teammates and contemporaries.
• Time off to relax and recharge.
• Community volunteer days.
• An annual budget to support learning & growth.
• A company-paid trip and lots more.

Location

• New York, NY (Hybrid model: three office days per week)

Category

Customer Service