Customer Success Representative

ATS is the industry leader in using technology to revolutionize engineering and design processes. We create tools to help designers and architects to integrate complex systems quickly and accurately for North America’s most exciting building projects.

ATS has a strong work ethic committed to delighting clients and providing them with exceptional service. Our thriving and motivated culture is the heartbeat of our organization. We hope you will become a part of it!

See more at www.atssoftware.com and our promotional video: http://youtu.be/MPyk3BdN-8o

Please note: This is a 100% in-office position.

We are seeking a high-energy Customer Success Representative to join our team in Scarborough. This role is perfect for someone who thrives in a fast-paced environment, can bridge the gap between complex software and construction industry needs, and takes pride in being a trusted advisor to clients.

Primary Responsibilities

• Portfolio Management: Proactively own and manage a book of existing clients; take full responsibility for securing retention and driving account growth.
• Strategic Advising: Understand customers’ business objectives and guide product adoption to ensure they achieve maximum ROI.
• Product Expertise: Become a power user of our software. You will provide training and act as the primary advisor to keep customers on the right path.
• The "Internal Bridge": Act as the voice of the customer for our internal teams, collaborating closely with Onboarding, Product, and Account Management.
• Multi-Channel Support: Provide efficient support via email, live chat, and phone. Solve technical issues and follow up consistently to ensure resolution.
• Documentation: Maintain meticulous records in our CRM and ticket-tracking systems, escalating issues to the Development team when necessary.
• Content Creation: Work with Marketing to develop training materials, videos, and knowledge-base articles.

Key Competencies for Success

• Construction Industry Savvy: You understand the unique language, workflows, and challenges of the construction world. You can speak "shop" with your clients.
• Technical Agility: You aren't intimidated by new tech. You have a proven ability to learn complex software platforms quickly and can teach others to do the same.
• Relationship Architect: You excel at building instant rapport in client-facing roles, turning frustrated users into brand advocates through empathy and problem-solving.

Requirements

• Education: College Diploma or University Degree. A background in Architecture, Engineering, or Construction is highly preferred.
• Experience: 4+ years in a client-facing role (Customer Success, Technical Support, or Account Management). Experience in a help desk or IT support capacity is a plus.
• Tools: Familiarity with CRM and Marketing tools (e.g., HubSpot, WordPress) is an asset.
• Communication: Exceptional verbal and written communication skills; you must be able to explain technical concepts clearly to non-technical users.
• Soft Skills: Strong organizational skills, time management, and the ability to work with diverse personalities and styles.
• Ownership: A "take-charge" attitude. You don't just close tickets; you ensure the customer succeeds.
• Schedule Flexibility: We service a North American client base. Shifts are set between Monday to Friday, 8:00 a.m. to 7:00 p.m. ET based on market demand.

Your Life and Career at ATS:

ATS is dynamic, industrious, innovative and collaborative. We believe diverse and inclusive organizations create work environments that are inventive and open-minded, where people spark new ideas and explore alternatives. At ATS, we offer the following to make sure you have a rewarding and enjoyable experience

• Competitive salary
• This is a new position
• Career advancement opportunities
• Benefits package for all eligible full-time employees (including medical, vision and dental).
• A culture that promotes a healthy, fulfilling work-life balance
• Free parking
• Foosball, Ping Pong Table & basketball net
• Gym facilities
• Epic year-round employee events!

TO APPLY: Include your resume and salary expectations. NO PHONE CALLS PLEASE.

Job Types: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match

Application question(s):

• Do you have construction experience? And have you ever worked on a construction site?
• Have you ever trained someone or done demos?
• What are your salary expectations?

Work Location: In person