ABOUT OUR COMPANY:

Atlantic.Net is a market-leading Cloud Services company that is recognized for providing exceptional business hosting service, simplifying complex technologies, and building a brand that businesses trust since 1994.
Specializing in Public Cloud, Private Cloud and Managed Security and Compliance services, we operate our certified data centers and cloud infrastructure in Orlando, New York, Dallas, San Francisco, Ashburn, Toronto, and London and are dedicated to implementing tailored hosting solutions that enable customers to enjoy the benefits of cost savings and allow them to focus on their business.
Atlantic.Net is looking for a highly motivated individual with experience and a passion for delivering excellent technical support and great customer service.

JOB SUMMARY

The Customer Success and Account Manager will be a key player in building and maintaining strong relationships with clients in the data center hosting market. This role will focus on ensuring customer satisfaction, driving product adoption, identifying growth opportunities, and managing the overall customer journey to maximize retention and renewals.

REQUIRED SKILLS, EXPERIENCE, AND QUALIFICATIONS:

• Bachelor’s degree in a related field or equivalent experience.
• 5+ years of experience in a customer-facing role within the data center colocation and/or managed hosting industry, dealing with complex organizations.
• Experience in customer success and account management, demonstrating a proven ability to retain and grow strategic accounts.
• Functional domain expertise in data center colocation, managed hosting, and information security is essential.
• Proven ability to build strong relationships with customers, including executive-level stakeholders.
• Excellent verbal and written communication skills, including the ability to chair meetings and host online executive escalations.
• Strong organization, time management, and communication skills are required.
• Ability to travel up to 50% may be required.
• Passion for customer service and a customer-first approach are critical for success in this role.

DESIRED SKILLS AND TRAITS

• Strong interpersonal and negotiation skills.
• Strategic mindset and business acumen.
• Analytical thinking and problem-solving aptitude.
• Adaptability and resilience in a fast-paced environment.
• Collaborative and cross-functional teamwork skills.
• Empathy and active listening skills.
• Technical proficiency and the ability to explain technical concepts to non-technical customers.
• Experience with relevant tools and platforms, such as CRMs and customer success software.

• Customer Relationship Management:
• Develop and maintain strong relationships with key stakeholders and decision-
• Act as the primary point of contact for assigned accounts, makers within customer organizations, serving as a trusted advisor to clients.
• Proactively engage with clients to understand their evolving needs and objectives.
• Advocate for customer needs and issues across departments, providing feedback for service offerings and product enhancements.
• Develop/advise on tooling platforms that will increase and develop customer success and increase sales.
• Customer Onboarding and Adoption:
• Oversee the onboarding process for new customers, ensuring a smooth transition and successful implementation of services with the Atlantic.net support and systems teams.
• Provide comprehensive training and resources to maximize the value customers derive from data center hosting solutions.
• Monitor customer usage data and proactively share best practices to drive product adoption.
• Account Management and Growth:
• Develop and execute account-specific success plans, aligning with client objectives and company goals.
• Identify and pursue upsell and cross-sell opportunities within existing accounts based on customer needs and usage patterns.
• Manage customer contract renewals, addressing any related issues.
• Issue Resolution and Service Quality:
• Proactively identify and address any issues or concerns customers may have, ensuring timely and effective resolutions.
• Coordinate with technical support, service delivery, and other internal teams to resolve customer issues effectively.
• Work in partnership with the Network Operations Center (NOC) to ensure high-quality service delivery.
• Lead and participate in major incident processes as needed.
• Performance Monitoring and Reporting:
• Track customer success metrics such as customer satisfaction scores, usage rates, and renewal rates.
• Provide regular reports and analysis to senior management and other relevant teams, showcasing customer success and areas for improvement.
• Utilize CRM and customer success platforms (e.g., Apollo) to manage client accounts, track interactions, and analyze data.