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Client Experience Manager

4 months ago

Marietta, United States Applied Technical Services Full time

The Applied Technical Services Family of Companies ("ATS" or the "Company") is a leading provider of critical testing, inspection, and certification services. The Company serves a diverse set of large and stable end markets including manufacturing, power generation, aerospace, medical, and defense.

ATS is headquartered in Marietta, GA and employs over 1,900 team members at approximately 70 locations across the United States. Our purpose is to create a safe and reliable world.

Client Experience Manager

The Client Experience Manager will be a primary point of contact for key customers, providing world-class service and quick response times to customer needs while driving consistent implementation of programs and solutions across all aligned customer locations.

Responsibilities:

* Implement new customer engagements and coordinate activities between customer sites and ATS servicing locations - ensure resources are aligned properly to deliver on customer commitments
* Develop relationships with key contacts at all aligned customer locations to support Sales team penetration of the accounts and expansion of the ATS footprint
* Monitor and measure site-level performance, including active review of all work-in-progress (WIP) for timely and accurate completion; support the establishment of metrics to measure ATS performance to agreed-upon service levels and turnaround times for all aligned customer locations
* Conduct regular and timely operating reviews, in collaboration with the Sales team, with all aligned customer locations to ensure high levels of quality and service are maintained
* Serve as the primary point of contact for day-to-day customer needs for aligned customer locations - coordinate engagement of additional ATS resources, as needed, to support customer needs and requests
* Generate and follow up on quotes for ATS capabilities and services - work actively with the Sales team to convert quotes into revenue-generating opportunities
* Support and drive responses to large bids and requests for proposals - work collaboratively across the business to gather needed information to provide a professional and complete response to opportunities
* Coordinate with and manage 3rd party vendor relationships to support customer product/equipment needs, including placing orders, expediting shipments and reviewing invoices for accuracy and completeness
* Collaborate with the Sales team to proactively target and solicit new business opportunities from prospective customer locations

Qualifications

* 7+ years of progressive experience in customer service, field service, sales support and customer success; specific experience expanding relationships and working with large, complex, multi-site customers
* Strong communication skills, both written and oral
* Ability to navigate a broad range of customer contacts, internal relationships and service situations
* Ability to think quickly and creatively to develop solutions for complex customer scenarios
* Ability to influence without authority to drive desired customer outcomes
* Familiarity with and ability to navigate Microsoft Office applications
* Ability to learn new systems and applications quickly
* Technical acumen a plus
* Minimal travel maybe required

U.S. Persons" Only:

A requirement of this position is access to information that is subject to U.S. export controls under the U.S. International Traffic in Arms Regulations ("ITAR"). Accordingly, the company will consider only "U.S. Persons" for this position. A "U.S. Person" includes (a)U.S. citizens or nationals; (b)U.S. lawful permanent residents (i.e., "green card" holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. This information is collected solely for purposes of complying with U.S. export control requirements and will not be used to unlawfully discriminate in the hiring process.

Equal Employment Opportunity Statement

Applied Technical Services is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.