Apt · 13 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$45K/yr - $55K/yrApt is seeking a Customer Success Manager who will proactively own the technical relationship between clients and post-implementation customer accounts. The role involves serving as a trusted advisor, managing customer relationships, resolving issues, and strengthening partnerships.
Staffing & Recruiting
Hiring Manager
Ked Bailey
Responsibilities
Proactively own and manage multiple high-visibility and high-touch customer relationships
Understand customer goals and objectives as they relate to IT and Business Alignment
Drive issue resolution using standard processes and coordinate with internal support resources
Serve as the single point of contact for customer concerns
Communicate regularly with assigned accounts and negotiate priorities appropriately
Develop strong relationships across internal departments
Document and maintain each customer’s processes, procedures, and configurations
Mentor and assist fellow team members
Track, manage, and escalate customer tickets to ensure timely resolution
Provide timely status updates, root-cause analysis, and resolution strategies
Recognize and resolve systemic issues to prevent recurrence
Provide recommendations for product improvements and new technologies
Facilitate revenue opportunities within existing accounts
Track compliance with Service Level Agreements (SLAs)
Ensure ticket data is accurate and current, including statuses, owners, and billing
Meet regularly with Service Owners, Systems Admins, and other internal stakeholders to align on customer needs
Perform additional duties as assigned
Qualification
Required
Proactively own and manage multiple high-visibility and high-touch customer relationships
Understand customer goals and objectives as they relate to IT and Business Alignment
Drive issue resolution using standard processes and coordinate with internal support resources
Serve as the single point of contact for customer concerns
Communicate regularly with assigned accounts and negotiate priorities appropriately
Develop strong relationships across internal departments
Document and maintain each customer's processes, procedures, and configurations
Mentor and assist fellow team members
Track, manage, and escalate customer tickets to ensure timely resolution
Provide timely status updates, root-cause analysis, and resolution strategies
Recognize and resolve systemic issues to prevent recurrence
Provide recommendations for product improvements and new technologies
Facilitate revenue opportunities within existing accounts
Track compliance with Service Level Agreements (SLAs)
Ensure ticket data is accurate and current, including statuses, owners, and billing
Meet regularly with Service Owners, Systems Admins, and other internal stakeholders to align on customer needs
Perform additional duties as assigned
Company
Apt
Apt is a women-owned IT staffing and solutions firm that helps teams move faster with the right talent and delivery support.
Founded in 2019
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Winnie Njaaga Smith
Chief Executive Officer
Ben Haynes
Founder, VP of Client Services
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