Stratix is the premier mobile technology specialist in the United States, catering to enterprises, educational institutions, and healthcare providers. With over four decades of industry-leading expertise, we prioritize service excellence and quality, ensuring that our mobile solutions are seamless, accessible, and cost-effective for our esteemed clients.

Position Summary

Stratix thrives on the success of our customers, and we are looking for a customer obsessed, Associate Customer Success Manager (ACSM). We need energetic, growth-focused, and results-driven teammates to engage, retain, and enable Stratix’s enterprise customers to fully utilize Stratix’s Services to achieve their mobility business outcomes. We need a smart, roll-up your sleeves, “anything to get the job done” problem solvers who are looking to make an immediate impact and grow within our rapidly expanding company.

Job Responsibilities

• Support Customer Success Manager (CSM) / Senior CSM on enterprise accounts.
• Independent ownership of medium to small accounts.
• Track and report on contractual SLAs, including MOC and LCM incident rates and any potential overages.
• Host regular cadence customer calls.
• Spearhead internal service calls to ensure service has what they need to move devices through service into Spare Pool.
• Evaluate and prioritize customer issues and queries to better serve the customers and drive issue resolution.
• Conduct end user training in Stratix’s proprietary asset management software (itrac).
• Host Quarterly Business Reviews with Customers.
• Build strong Customer relationships by exhibiting empathy, listening actively, presenting in an engaging manner, and communicating effectively.
• Play a key role working with the Customer Success team to create and maintain a culture of data-driven continuous improvement.
• Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
• Build solid partnerships across the organization and work collaboratively with other teammates to advocate on behalf of customer needs/issues cross-departmentally.
• Develop expertise in Stratix services in order to provide expert solutions to complex customer problems in a timely manner.

Job Requirements

• BA/BS Degree required
• 1 years of experience in a data analysis and/or customer facing role
• Proficiency in Microsoft Office, expert Excel skills essential including but not limited to VLOOKUP/XLOOKUP, Pivot, Build charts/graphs and data massaging
• Analytical and logical ability to understand business workflows and how they map to Stratix services.
• Excellent written and verbal communication skills and the ability to persuade with data
• Exceptional time management, prioritization, and multitasking skills and ability to adjust priorities on-the-fly.
• Ability to function well in a fast-paced, informal environment where constant change is the norm, the bar for quality is set high, and a can do attitude is a must.
• Continuous improvement mindset with internal/external customer-centric approach.
• Ability to take ownership, be accountable, and receptive to coaching but also work independently, with a willingness to offer solutions to business challenges.
• Logistics experience with Oracle and ServiceNow systems preferred
• Creative, positive, and high-energy individual with hands-on mentality
• Stratix is based in Norcross, GA