ATSER Systems, Inc. · 4 hours ago
Customer Service Professional
Houston, TX
Full-time
Onsite
Mid, Senior Level
4+ years expATSER Systems, Inc. is a leading provider of cloud-based software solutions for large-scale bridge and road construction projects. They are seeking a Customer Service Professional to ensure customers achieve maximum value from the ATSER platform by building strong relationships and driving high customer satisfaction.
CivicTechCivil EngineeringIndustrial Engineering
Hiring Manager
Brenda Benitez, M.S. MKTG
Responsibilities
Implement strategies to measure and maintain high customer satisfaction using tools like Net Promoter Score (NPS)
Proactively identify and address customer needs and concerns, ensuring a positive customer experience and promoting customer advocacy
Monitor customer engagement and proactively address any signs of disengagement
Develop and implement customer success plans tailored to individual account needs
Collaborate with onboarding and support teams to ensure a smooth customer onboarding experience
Work closely with customers to identify opportunities for upselling additional ATSER features and modules
Conduct product training and workshops to maximize customer product knowledge and adoption
Partner with the sales, support, development, and product teams to ensure a seamless customer experience
Provide valuable customer feedback to product development to drive product roadmap and enhancements
Communicate effectively with customers at all levels, building strong and lasting relationships
Supervise and lead the helpdesk team, providing guidance, training and support
Monitor helpdesk performance metrics and meet service level agreements (SLAs)
Handle escalated technical issues and coordinate with other departments to resolve complex problems
Develop and implement helpdesk policies, procedures, and best practices
Conduct regular performance reviews and provide feedback to helpdesk staff
Stay up to date with the latest trends and advancements in engineering and construction software
Assist in the development and delivery of training programs for both internal staff and clients
Maintain high customer satisfaction through prompt and efficient support services
Manage helpdesk software and tools, ensuring they are up to date and functioning correctly
Prepare reports and analyze data to identify areas for improvement
Qualification
Required
4+ years of experience in a customer success or account management role (SaaS preferred)
Proven track record of building strong customer relationships and driving high satisfaction
In-depth understanding of SaaS customer success best practices
Excellent communication and interpersonal skills, with the ability to build trust and relationships
Strong analytical and problem-solving skills
Proficiency in customer success tools like NPS platforms and CRMs
Preferred
2+ years of experience in construction or heavy civil engineering preferred
Benefits
Health insurance
Performance bonuses
401(k) with matching
Paid time off
Company
ATSER Systems, Inc.
In the early 1990’s, ATSER pioneered the use of an electronic software solution for Quality Assurance verification and compliance oversight for use in the Civil Engineering industry.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Jerry Carnley
Chief Technology Officer
Jeff Pauley
Chief Financial Officer
Company data provided by crunchbase