Customer Success Manager

Role Summary

ASD is seeking a strategic and process-driven Customer Success Manager (CSM) to guide, maintain, and pursue profitable growth for our client contracts. In this role, you will act as the bridge between ASD’s internal operations and our clients, ensuring transparency, high-quality service delivery, and consistent engagement. You will be responsible not only for client satisfaction and retention but also for identifying opportunities to expand services and drive revenue.

The ideal candidate possesses a balance of "soft skills"—such as empathy and conflict resolution—and operational rigor, utilizing tools like ServiceNow to manage workflows from procurement to invoicing.

Key Responsibilities

1. Client Relationship Management & Onboarding

• Onboarding Strategy: Lead the full onboarding lifecycle for new clients, including account setup, scope agreement, and formal Kickoff Meetings to establish goals and communication channels.

• Transparency of Work: Maintain open, consistent communication with clients regarding project progress, challenges, and timelines.

• Expectation Management: Clearly define service agreements, response times, and resolution processes, proactively adjusting expectations when necessary.

2. Work Management & Operations

• Lifecycle Management: Oversee the structured workflow for client tasks: Receiving work → Procurement → Scheduling → System management → Invoicing → Closing.

• Issue Ownership: Act as the primary escalation point for client issues, ensuring efficient resolution and documenting all actions within ServiceNow.

• Team Management & Growth – Training, mentoring, and performance tracking.

• Dashboard Hygiene: Manage performance dashboards to ensure tickets are processed timely and contracts remain profitable.

3. Growth & Profitability

• Contract Expansion: Monitor contract health and identify opportunities to implement new services or expand existing agreements to drive revenue growth.

• Strategic Partnership: Collaborate with Account Managers to present business plans and additional value-add services to satisfied clients.

• SOP Development: Build and implement standard operating procedures (SOPs) for new commitments to ensure smooth service rollout.

4. Team Leadership & Internal Collaboration

• Cross-Functional Engagement: Liaise effectively with Sales Reps, NSS, Project Managers (PMs), Engineering Teams, and Accounts Payable to ensure cohesive service delivery.

• Coaching & Mentoring: Conduct regular 1:1 coaching, training sessions, and daily huddles to develop team members’ soft skills and technical proficiency.

• Performance Tracking: Utilize Scorecards and Key Performance Values (KPV) to track team success, including response times and resolution efficiency.

Key Performance Values (KPV)

Success in this role is measured by:

• Client Satisfaction Ratings: High retention and positive feedback.

• Contract Growth: Increased revenue from existing client contracts.

• Internal Efficiency: Adherence to response and resolution time metrics.

• Operational Excellence: Accuracy in scope definition and "Transparency of Work."

Qualifications & Skills

Technical & Operational Skills:

• Candidates must possess a Bachelor’s degree or higher. 

• An equivalent combination of relevant education and professional experience may be considered.

• Strong history and positive experience leading and growing successful teams of varied sizes.

• Proficiency in ServiceNow (CRM) for ticketing and account management.

• Experience with Work Management Processes (Procurement, Invoicing, Scheduling).

• Ability to interpret data from performance dashboards and financial reports.

• Familiarity with collaboration tools (Microsoft Teams, Zoom, Google Chat).

Soft Skills (Essential):

• Communication: Expert-level email etiquette, active listening, and verbal clarity.

• Conflict Resolution: Ability to de-escalate difficult conversations and manage client disputes with diplomacy.

• Problem-Solving: Proactive critical thinking with the ability to assess urgency and make decisions under pressure.

• Trust But Verify: A leadership style that empowers the team while ensuring quality through verification.

• Adaptability: Willingness to embrace feedback and adjust to new workflows or policies.

Values

Must align with ASD’s TRAC values:

• Trust

• Respect

• Attitude

• Commitment

Why ASD?

Founded in 1987, Automated Systems Design, Inc. (ASD) is a nationwide provider of design, engineering, and project management services for workplace technology. Our mission is to help our clients create, manage, and support technology-enabled spaces. We are fortunate to be in such a rapidly evolving and expanding industry; this provides ample opportunities for our business –and the people who make it all possible– to grow. 

Benefits

• 100% Paid Medical and Dental

• Up to dollar-for-dollar 401 (k) matching (you are eligible for this after your 90-day waiting period)

• 15 days of PTO in your first two years and more with tenure 

• Family 1st motto and belief

• Promotions and room for growth within

Our People & Culture

ASD’s culture empowers our people to be who they are, contribute honestly, and make a difference individually and collectively. Prioritizing diversity enables us to leverage different ideas and unique perspectives to bring more creative and innovative solutions to everything we do.

Who We Are

ASD® is committed to providing our AASDIs, customers, vendors, and associates with the highest level of professionalism. To do so, our team is trained to embody the following core values and use them as a guide when making decisions every day.

Trust

We are known for our candor and integrity, give our best effort, and expect the best in others.

Respect

We treat people with high regard, independent of status or stance, to build enduring and mutually beneficial relationships.

Attitude

We inspire others with our positive perspective and have an unwavering thirst for excellence.

Commitment

We care intensely about the success of our clients and exhibit a bias towards action.