Job Information
Atlas Travel & Technology Group Customer Support & Implementation Manager - Prime Numbers Tech in United States
This position reports to: Prime Numbers
Overview: Prime Numbers Technology (Prime) is a leading provider of data analytics and reporting software, helping organizations optimize their business travel program through global data consolidation, travel and expense integration, predictive analytics, relevant benchmarking, air contract optimization, and travel spend and carbon reporting. Prime’s solutions are licensed by some of the most recognized names in business travel, with global representation by many Fortune 250 corporations and top travel management companies.
Prime is part of the Atlas Travel & Technology Group, where our purpose is to Stand-Up, Stand-Out. To do something every day that makes the next day better for all. We value creativity to build new paths forward, collaborate respectfully, have the drive to get up and do it, open ourselves to grow, do what we say, love what we do, and have fun along the way. This is who we are, our culture.
The Customer Support & Implementation Manager’s primary role is level one client support, implementation, and training of Prime Numbers Technology’s software tools.
As the Customer Support & Implementation Manager on our team, you represent both the voice of our client and our company. Through daily interaction with clients, the Customer Support & Implementation Manager also tracks client feedback on product features, functionality and the client experience. Setting expectations and delivering consistent follow up with clients is a critical deliverable in this role. In coordination with our internal teams, you will utilize your problem-solving skills to handle client issues with diplomacy, tact, and efficiency.
Responsibilities and Duties:
Level 1 Support:
Collaborate with internal teams to reduce the number of support tickets per user login through improved processes, training, documentation, product enhancements, and more.
Respond to all day-to-day operational and technical questions from clients.
Level one, first tier support for all inbound account issues with appropriate escalation to level two as needed.
Liaison between client requests and internal teams.
Manage the support ticket pipeline – timelines and responsibilities.
Assist with building client reports, dashboards, and Insights presentations.
Implementation:
Ownership of the implementation process, collaborating with Customer Success and Data Implementation teams to ensure successful onboarding.
Coordinate implementation meetings and training schedules.
Collaborate with Customer Success and Product teams to build successful onboarding training programs.
Conduct new client trainings, delivering key concepts in clear and concise terms.
Consult with clients on account setup and benchmarking suggestions.
Assist in transitioning from existing reporting platforms, including building any customer reports, dashboards, and Insights presentations.
Training:
Collaborate with Customer Success and Product teams to build successful training programs to increase adoption, reduce client churn, and reduce support tickets per user.
Train clients on how to use all applications and elements of Prime.
Assist with building and maintaining FAQs, documentation, user guides, and video libraries.
Product Maintenance/Management (shared):
Assist with lookup research, for example: Rail station codes, hotel locations (normalization), airline alliances, etc.
Product testing for any enhancements.
QA bug fixes and any custom work or enhancements.
Skills/Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to work independently, in a fast paced and virtual environment.
Demonstrated ability to work with clients and internal teams to identify root causes, resolve issues, or escalate to internal teams for resolution, and track issues to a satisfactory outcome for the client.
Presentation skills - must be comfortable presenting complex concepts to people across all levels of an organization.
Problem solving and critical thinking skills - used to identify source or root cause(s) to issues presented.
Ability to analyze complex issues, illicit information in order to problem solve and document requirements needed for solutions.
Must have excellent demonstrated interpersonal skills, ability to communicate clearly and manage the expectations of others.
Ability to learn new tools, applications and software as needed.
Must be detail oriented, ability to manage details and documentation on multiple inbound requests and maintain documentation libraries on an ongoing basis.
Customer service skills: relate to clients, understand and anticipate their needs, and maintain a positive relationship with clients at all times.
Education and/or Experience:
Bachelor’s Degree or equivalent experience.
3+ years’ experience providing support of a software solution to customers or internal stakeholders.
3+ years of working with data, supporting technology platforms, or equivalent educational experience.
Experience with travel data is preferred.
PC Skills:
Position requires general working knowledge and ability to utilize software tools, such as Google Workspace, and other similar web-based tools.
Language Skills:
Ability to communicate in standard business English both written and spoken. Ability to read and comprehend simple instructions, correspondence, and memos. Ability to effectively present information in one-on-one, small group situations to customers, clients and other employees of the organization.
Physical and Mental Demands:
The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Requires an adequate range of body motion and mobility to enable the individual to perform the essential functions of the job.
Requires ability to remain in a stationary position for prolonged periods of time throughout the workday.
Requires ability to move about to access file cabinets, office equipment, etc.
Requires ability to operate a computer, telecommunication devices and other office equipment for prolonged periods of time throughout the work day.
Requires ability to express or exchange ideas by means of the spoken word. Talking is important for those activities in which the employee must impart oral information to other employees, clients and customers, in person or via telephone, and in those activities in which they must convey detailed or important spoken instructions and information to others accurately, clearly and quickly.
Requires the ability to perceive the nature of sounds. Hearing is important for those activities that require the ability to receive detailed information through oral communication, in person or via telephone, and to make fine distinctions in sound.
Requires clarity of near vision. This factor is important when special and or minute accuracy is demanded and defective near acuity would adversely affect job performance and/or safety of self and others.
Requires ability to work other shifts and weekends and in excess of 40 hours/week, as necessary.
Requires the ability to work and cooperate with other employees and clients at all levels and from diverse backgrounds to exchange ideas, information, and opinions to facilitate the task at hand.
Travel (for positions requiring travel):
Requires ability to travel by car, plane, and train for prolonged periods of time domestically and internationally and to move and transport personal luggage.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This is a remote position based in the USA. Video conferencing is required. Working hours are 8am - 5pm ET.