What are the responsibilities and job description for the Customer Support & Success Specialist (Hi‑Vis® Scaffold Management Software) position at Umdasch Group?
Company Description
Operating within the newly established umdasch Industrial Solutions division, AT-PAC is a global leader in scaffolding solutions. Specializing in the industrial market segment, AT-PAC focuses on serving all scaffold contractors and industrial service companies across a variety of sectors.
AT-PAC became fully integrated into the Umdasch Group in 2023, combining its 25 years of industrial scaffolding expertise with Doka’s 150-year legacy in formwork and shoring. This strategic move reinforced AT-PAC’s commitment to strengthening its global market position and delivering exceptional solutions to the industrial sector. Since then, AT-PAC has taken on the role of competence center for scaffolding within the Umdasch Group, ensuring a unified supply model and facilitating the seamless sharing of expertise and resources across divisions.
Looking ahead, AT-PAC will continue to drive innovation, focusing on the technical development of its scaffolding systems and digital solutions. As we expand our global footprint, we remain dedicated to delivering safety and efficiency through our scaffolding solutions and drive the success of industrial projects worldwide.
Job Description
You will be a key member of AT‑PAC’s Product & Innovation team supporting Hi‑Vis®, our scaffold management software. You will combine hands‑on product support with customer success responsibilities to ensure customers receive measurable value as they implement and scale Hi‑Vis®.
Product Support & Troubleshooting
- Diagnose issues across configuration, data, and system behavior; document findings and escalate software defects via Azure DevOps.
- Maintain clear customer-facing case notes and knowledge articles in Zendesk.
Onboarding, Training & Enablement
- Lead onboarding sessions, workshops, and webinars for customers.
- Support onsite/remote implementation in collaboration with regional SMEs.
- Create and update user guides, training material, and release‑related communication.
Customer Success & Adoption.
- Support renewal readiness and identify expansion opportunities.
- Develop scalable customer-success playbooks and internal processes.
Cross‑Functional Collaboration
- Provide structured customer feedback to Product.
- Participate in release planning and deliver product demos.
Qualifications
- 3 years in Technical Support or Customer Success for B2B software.
- Experience with Zendesk, Azure DevOps/Jira, and Power BI.
- Strong communication skills; confident presenter.
- Previous construction on site project experience it’s a plus, ideally in temporary works/scaffolding background
- Nice to have: CRM experience, additional languages, ConTech/PropTech background, willingness to travel 10–20%.
- AI readiness
Additional Information
At AT-PAC, you’re not just joining a team, you’re joining a global movement to reshape access and scaffolding solutions. As part of our rapidly growing US operations, you’ll have the autonomy and support to make real impact from day one. We're committed to investing in our people, our innovation, and your growth. AT-PAC offers terrific career opportunities, competitive compensation, comprehensive benefits.