Manager of CSM
(Austin, TX)

About Atmosphere:
Atmosphere is the world’s first and largest free ad-supported streaming TV service for businesses offering original, owned, and operated TV channels along with Partner Channels from prominent brands. The platform has been built from the ground up with proprietary content, technology, and data to deliver unparalleled experiences for businesses and advertisers. The platform also provides a paid upgrade to a digital signage feature for businesses to run their house promotions within the content. Atmosphere was incubated under Chive Media Group and spun out in 2019.

About this Role:
The Client Success Manager teams serve as the “voice and face of Atmosphere” for our existing customer base, fielding incoming customer requests and thinking critically to solve problems, drive satisfaction, and onboard new customers. As the Manager of CSM, you will be responsible for leading a team of Client Success Managers who focus on working with our existing base of Atmosphere TV customers to resolve issues, increase happiness, and onboard their accounts with Atmosphere. As the leader of this team, you will also undertake project and program activities in order to identify, develop and execute specific activities that help expand the Client Success Manager teams with a focus on speeding up activation times, increasing customer happiness, and managing cost.

You will drive results and implement scalable solutions in order to achieve business goals. You will collaborate with other teams cross functionally to optimize our customer experience end-to-end.. You will engage with partners to help drive additional growth, and work cross-functionally and share information with many stakeholders across Sales, Sales Development, Account Management,  Product, Support, and Marketing to optimize impact.

Atmosphere provides first and best-in-class FAST (Free Ad-Supported Streaming Television) services and advertising solutions. We deliver enterprise-grade cloud solutions that leverage Atmosphere’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers across the world turn to Atmosphere as their trusted partner.

We are looking for a self-driven, enthusiastic, and hands-on leader to help our team and customers realize and maximize the value of the Atmosphere subscription and services.

As the Manager of CSM at Atmosphere, you will need to  be highly organized with excellent interpersonal skills, coaching skills and a passion for technology. You’ll build a team to resolve customer issues, provide best-in-class customer service,  and to facilitate a positive feedback loop between the customer and Atmosphere. You’ll work with your team to implement strategies for success. You’ll be an integral part of this team’s success!

You’ll need to be adaptive and excited at the opportunity to help invent new processes, get contributions from others around what’s already been built. This business moves fast, so you will need to be comfortable in an early-stage startup where challenges appear daily. You will shift between account initiatives, marketing discussions, and operational & product improvement sessions. This position will report directly to the Sr. Manager of Client Success.

Responsibilities: 

Team Building

• Build a team of Client Success Managers
• Coach and develop your teams
• Recruit and hire as we expand the team
• Use data and metrics to meet and exceed team goals

Build Customer Adoption

• Teach and train the team with skills to help troubleshoot customer issues
• Develop your team to help customers activate Atmosphere products and services

Customer and Team Enablement

• Become a product expert on Atmosphere features, hardware and digital signage
• Provide compelling recommendations based on the knowledge and insight of customer’s profile based on detailed records in the CRM
• Collect feedback from your team and their customers to determine their pain points and inefficiencies
• Provide team members with walkthroughs of new and existing product features

Customer Intelligence

• Ensure proper ticket procedures followed, to create awareness of current customer issues and ability to communicate those to the proper escalation channels
• Collaborate with Atmosphere ’s sales, product, and support teams to escalate customer needs
• Document product feature requests and bubble them up to Atmosphere's product team

Customer Advocacy

• Build a team that values ongoing customer relationships to ensure satisfaction and product loyalty
• Act as a conduit to deliver awareness of positive customer experiences and customer evangelism (references, case studies, and quotes)

Day to Day Overview:

• Weekly 1:1s with your team
• Call and Process coaching to our service standards
• Teach the team everything there is to know about Atmosphere
• Reporting on daily activities and KPIs
• Projects depending on the current business needs
• Own the customer experience, coaching the team to provide the best customer experience possible
• Maintain an organized ticketing pipeline and activity records using a CRM
• Expedite issues as appropriate and follow up to ensure resolution
• Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate issues based on customer product use
• Understand customers’ concerns and complaints, determine the cause of their problems, and think critically to identify the best solutions
• Categorize and assess new cancellations to identify patterns, propose solutions, and reinforce customer retention
• Monitor and coach to key performance indicators including (1) first response time, (2) tickets closed, (3) ticket efficiency (time elapsed to close), (4) number of cancellations, (5) customer satisfaction, and (6) percentage of tickets escalated
• Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency

Required Qualifications:

• 2+ years of post-sales Management experience within a SaaS/ high-tech work environment
• Strong communication and interpersonal skills in building and coaching high performing teams
• Strong aptitude for technology and desire to learn new software
• Positive energy, enthusiasm, and positivity
• Experience coaching, monitoring and creating KPIs, reporting to stakeholders, and 
• Ability to take initiative, own processes and work independently as required
• Ability to explain technical concepts and theories to both technical and non-technical team members
• Experience with Zendesk and Salesforce is a plus

A Perfect Candidate Will:

• Approach the role with a servant-leader orientation, maintaining strong working relationships with others based on integrity, authenticity, and mutual respect
• Be a self-directed, innovative leader 
• Pay attention to the details, but also see the strategic implications in the big picture 
• Have a curious mind
• Be proactive, autonomous, and results-oriented, comfortable independently solving problems despite ambiguity
• 2-4 years as a customer support/service/success representative or equivalent experience
• Experience with CRM and workflow tools such as SFDC, Pipedrive, Hubspot, Zoho, etc.
• Detail-oriented, commitment to quality work products, and well organized
• Strong analytical and problem-solving skills
• Ability to work independently and multi-task
• Proactive nature and excellent communication skills, ability to communicate transparently with the team and navigate difficult conversations
• Have the ability to communicate clearly and concisely while also being empathetic, accurate, compassionate, resourceful, and conscientious
• Possess a strong sense of urgency and an ability to analyze and solve problems.
• Have a positive, team-focused attitude
• Be passionate about positive customer service experiences and outcomes.
• Demonstrate sound judgment and decision-making
• Accept accountability and take pride in your work

Compensation and Benefits:

• Competitive salary + commission
• Company equity
• Competitive insurance
• Company 401(k)
• Open vacation policy
• Dynamic office environment
• So much more!