Client Success Manager

What do we do? ATG connects thousands of auction houses, listing millions of items worth over $15 billion annually (and growing!), to buyers in over 170 countries around the world. These buyers generate over 100 million bids a year for our sellers, helping them achieve maximum value for the goods they sell. We help auctioneers sell everything from medieval swords to combine harvesters, paintings and decorative art through to classic cars, furniture, and Caterpillar forklifts. We do this through 8 marketplaces that leverage our online auction technologies. We make auctioneers more efficient; we make small companies big by bringing them access to millions of bidders they could never find on their own, and we bring them technology they could never afford alone. We bring bidders choice of unique and specialized items, convenience, and trust. And we do it all in a shared success model that accelerates growth of the circular economy and sustainable buying. With ATG, our buyers and sellers win but so too does the planet! We have ethical ambition and it’s something our employees value and is a key part of who we are….as well as being a high growth marketplace company with excellent competitive positioning!

What you will need for success:

• Independently manage, develop, deploy, and consult on strategies to grow a book of business of approximately 200 accounts, generating approximately $3M in revenue, and ensure that monthly retention and growth targets across the portfolio are met and/or exceeded

• Communicate the value of marketing and ecommerce best practices to your assigned portfolio of accounts and collaborate with clients to develop strategies to adopt best practices that lead to revenue growth

• Analyze adoption data and client behavior to determine potential risk of client churn

• Use that data to develop risk mitigation plans that prevent or reduce churn or portfolio contraction

• Identify opportunities for continuous improvement within the team, ATGNA, or the customer segment as necessary

• Identify opportunities to solicit acts of advocacy from clients and convert them into loyal supporters.

• Share best practices within ATGNA and the team to level up and drive performance

• Advocate on behalf of the client internally and be an effective cross-functional partner to Sales, Client Services, Customer Experience, Product, R&D, and Finance teams

• Develop and maintain product expertise across ATG products and platforms

Key Requirements:

• 5 years of experience being previously accountable for, achieving, and often exceeding revenue targets, including retention, sales, and cross/upsell goals in a customer success management, account management, sales, or other customer-facing role that advises/consults clients

• 2 years of experience consulting with small to mid-sized clients and/or startups and/or solopreneurs

• Preferred - knowledge and experience in art, antiques and design, auctions, and ecommerce• Demonstrated balanced yet insatiable curiosity

• Strong listening, communication, interpersonal, and presentation skills; strong ability to motivate and persuade others

• Experience owning customer relationships with a blend of moderate-to-low level of virtual face-to-face interactions

• Driven and action-oriented with a sense of urgency; ability to perform effectively under pressure

• Ability to quickly build trusting relationships with customers and internal/external stakeholders

• Self-motivated, proactive team player with innovative ideas that inspire customer loyalty and adoption

• Experience with Salesforce or other CRM tools

• Skilled in asking good questions

• Excellent listening skills

• Solution-oriented mindset

• Resilient and fearless in the face of challenges

• Proactive in identifying and addressing customer needs

• Skilled in closing deals and achieving results

• Strategic thinker who can provide valuable insights and recommendations

• Straightforward and honest in communication