Automated Systems Design, Inc. · 1 month ago
Customer Success Manager
Hickory, NC, US
Full-time
Onsite
Mid, Senior LevelAutomated Systems Design, Inc. is a nationwide provider of design, engineering, and project management services for workplace technology. They are seeking a strategic and process-driven Customer Success Manager to guide and maintain profitable growth for client contracts while ensuring high-quality service delivery and client satisfaction.
Information ServicesInformation Technology
Responsibilities
Onboarding Strategy: Lead the full onboarding lifecycle for new clients, including account setup, scope agreement, and formal Kickoff Meetings to establish goals and communication channels
Transparency of Work: Maintain open, consistent communication with clients regarding project progress, challenges, and timelines
Expectation Management: Clearly define service agreements, response times, and resolution processes, proactively adjusting expectations when necessary
Lifecycle Management: Oversee the structured workflow for client tasks: Receiving work → Procurement → Scheduling → System management → Invoicing → Closing
Issue Ownership: Act as the primary escalation point for client issues, ensuring efficient resolution and documenting all actions within ServiceNow
Team Management & Growth – Training, mentoring, and performance tracking
Dashboard Hygiene: Manage performance dashboards to ensure tickets are processed timely and contracts remain profitable
Contract Expansion: Monitor contract health and identify opportunities to implement new services or expand existing agreements to drive revenue growth
Strategic Partnership: Collaborate with Account Managers to present business plans and additional value-add services to satisfied clients
SOP Development: Build and implement standard operating procedures (SOPs) for new commitments to ensure smooth service rollout
Cross-Functional Engagement: Liaise effectively with Sales Reps, NSS, Project Managers (PMs), Engineering Teams, and Accounts Payable to ensure cohesive service delivery
Coaching & Mentoring: Conduct regular 1:1 coaching, training sessions, and daily huddles to develop team members’ soft skills and technical proficiency
Performance Tracking: Utilize Scorecards and Key Performance Values (KPV) to track team success, including response times and resolution efficiency
Qualification
Required
Candidates must possess a Bachelor's degree or higher
An equivalent combination of relevant education and professional experience may be considered
Strong history and positive experience leading and growing successful teams of varied sizes
Proficiency in ServiceNow (CRM) for ticketing and account management
Experience with Work Management Processes (Procurement, Invoicing, Scheduling)
Ability to interpret data from performance dashboards and financial reports
Familiarity with collaboration tools (Microsoft Teams, Zoom, Google Chat)
Communication: Expert-level email etiquette, active listening, and verbal clarity
Conflict Resolution: Ability to de-escalate difficult conversations and manage client disputes with diplomacy
Problem-Solving: Proactive critical thinking with the ability to assess urgency and make decisions under pressure
Trust But Verify: A leadership style that empowers the team while ensuring quality through verification
Adaptability: Willingness to embrace feedback and adjust to new workflows or policies
Must align with ASD's TRAC values: Trust, Respect, Attitude, Commitment
Benefits
100% Paid Medical and Dental
Up to dollar-for-dollar 401 (k) matching (you are eligible for this after your 90-day waiting period)
15 days of PTO in your first two years and more with tenure
Family 1st motto and belief
Promotions and room for growth within
Company
Automated Systems Design, Inc.
Since 1987, Automated Systems Design, Inc. (ASD®) a five-time Inc.
Founded in 1987
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Joseph Pivirotto, CPA
Chief Financial Officer
Michael Castiglione
Chief Operating Officer
Company data provided by crunchbase