Client Success Specialist - Design

APPLIED TECHNOLOGY GROUP INC•North Little Rock, AR

5d•Onsite

About The Position

NOW HIRING for our April GeT Aboard Class! Kick off your career at ATG with a week designed to inspire, connect, and set you up for success. GeT Aboard is our signature onboarding experience—an energizing in-person summit where you’ll meet the team, dive into our culture, and gain the tools to thrive. Location: North Little Rock, AR (Headquarters) Dates: April 13 - 17, 2025 Attendance is required—but we think you’ll agree it feels more like a launch party than training. Who We Are ATG (Applied Technology Group) is the premier technology business partner for the Architectural, Engineering, and Construction (AEC) industry in North America. ATG strives to build strong relationships within the professional design community by offering complete software and hardware solutions, supported by a team of experienced technical specialists. With our deep industry knowledge, ATG delivers tailored services that meet the unique needs of AEC professionals, ensuring seamless integration and support across their technology platforms. Role Summary The Customer Success Specialist (CSS) is responsible for owning the customer relationship and maintaining account health throughout the lifecycle of Technical Services engagements. This role focuses on proactive communication, customer satisfaction, and long-term retention, with a primary emphasis on Annual Recurring Revenue (ARR). The CSS acts as the customer’s advocate and early-warning system. They are responsible for identifying risks, concerns, or dissatisfaction early and ensuring issues are surfaced quickly to the appropriate internal owners. While the CSS does not manage project execution, they play a critical role in detecting when projects may be at risk and partnering with Managers to get engagements back on track. This role protects relationships while enabling rapid problem resolution.

Requirements

Experience in Customer Success, Account Management, or client-facing services roles.
Strong relationship management and communication skills.
Ability to identify risk and dissatisfaction through conversation and observation.
Comfort coordinating across teams without owning execution.
Strong documentation and follow-through habits.
Experience within professional services or consulting environments.

Responsibilities

Serve as the primary relationship owner for assigned customers.
Maintain regular, proactive communication with customer stakeholders.
Build trust and credibility through consistency, responsiveness, and transparency.
Monitor overall customer sentiment and satisfaction.
Track engagement health, customer feedback, and perceived value delivery.
Identify early warning signs of project risk, dissatisfaction, or misalignment.
Document and communicate concerns clearly and promptly.
Escalate issues to Managers with sufficient context to enable rapid resolution.
Partner closely with Managers to share customer insights and concerns.
Stay informed on project status without owning day-to-day execution.
Support alignment between customer expectations and delivery realities.
Reinforce agreed scope, priorities, and outcomes in customer conversations.
Maintain accountability for customer retention and renewal readiness.
Ensure customers understand delivered value and outcomes.
Support renewal conversations by reinforcing success and continuity.
Identify expansion opportunities within existing accounts and share them with TSEs.
Capture customer success stories and lessons learned.
Share customer feedback to inform services improvement and future scoping.
Support continuous refinement of customer roadmaps in partnership with TSEs.

Benefits

Multiple medical plan options plus dental and vision coverage
On-demand support and mental health/wellness resources via Bennie—your personal benefits concierge
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
401(k) with up to 4% company match after 90 days
Voluntary life, AD&D, supplemental health coverage, and disability protection
3 weeks of PTO, paid holidays, and your birthday off
2 paid volunteer days each year to support causes you care about
Professional development reimbursement + access to GreaterU, ATG’s platform for learning and growth
Four weeks of paid sabbatical after six years—on top of your regular PTO—to refresh and recharge!
Discounts on lifestyle perks like pet insurance, financial coaching, and more via the Bennie Marketplace