What are the responsibilities and job description for the Customer Success Specialist position at ATX Defense?
Overview
We are a high-growth secure VDI (Virtual Desktop Infrastructure) provider built on Kasm Workspaces and Google Cloud Platform. Our primary mission is to provide secure, cost-effective VDI solutions for organizations seeking CMMC (Cybersecurity Maturity Model Certification) compliance.
Our solution is a fraction of the cost of traditional VDI solutions, and we are scaling exponentially. As a result, we are increasing our customer success team so that we can continue to meet our client support needs.
What We're Looking For
The Customer Success Specialist role is an entry level position that will provide hands-on support to our growing client base. We are looking for individuals who are passionate about managing customer relationships. This role will assist customers through the onboarding journey, respond to requests for support, guide users through product usage and build customer loyalty through timely and helpful communication.
Duties & Responsibilities
- Customer Onboarding & Training Guide and follow up with new customers during the initial setup journey to ensure they can quickly start using CMMC Space effectively.
- Support: Ensure that customer support requests are triaged and acknowledged within 1 business day of receipt.
- Customer Advocacy: Actively provide intelligence to team leadership regarding evolving customer needs with a focus on continuous improvement of the customer experience.
- Problem Solving: Address customer concerns, resolve issues and manage conflicts in a positive, patient and professional manner.
- Relationship Management: Build and maintain strong, long term relationships with clients by acting as a consistent point of contact and trusted advisor.
Qualifications
- U.S. Citizenship: Must be a U.S. citizen located within the United States.
- Experience: Prior experience in customer services, tier 1 tech support or a similar client-facing role.
- Communication: Excellent verbal and written communication and interpersonal skills.
- Problem-Solving: Strong ability to handle conflicts and solve problems effectively.
- Computer Skills: Proficiency with basic technology and customer support software (like ticketing support systems).
- Organizational Skills: Strong organizational and time management skills, with the ability to multitask and work independently.
- Analytical Mindset: An analytical and process-oriented mindset to troubleshoot and assist clients with triage steps.
- Cross-functional Collaboration: Ability to work effectively with other departments, such as sales, product, and technical support.
Preferred Skills or Experience
- Knowledge of Google Workspace
- Knowledge of cybersecurity compliance frameworks (particularly CMMC).
Working Conditions
This job reports to the CMMC Space Product Lead.
Work Location: Fully remote.
Work hours: M-F 9:00 AM - 5:30 PM Central Time
Supervisory Responsibility
None
About Us
ATX Defense is an Austin-based consulting firm that serves the defense and national security community nationwide.
Founded by Army combat veterans, our experts have over 50 years of national security experience across the Army, Navy, Air Force, NSA, and CIA. We combine this with over 25 years of management consulting experience to give us a unique “dual-fluency” in the government and private sector—allowing us to transform mission-critical government operations with industry best practices.
Some of the benefits of working at ATX Defense:
- Competitive Compensation
- 100% company-paid health insurance premiums for employees and dependents
- 4 weeks PTO per year all Federal holidays (increases to 5 weeks at 5 years)
- 401(k) with company matching and immediate vesting
- Flexible Spending Account and Health Savings Account options
- A small, close-knit team with an infectious atmosphere
- Team-building activities, like Austin FC games and happy hours