Job type full-time
Full job description
Auction technology group is a global technology company with over 250 employees, headquartered in london, united kingdom with global offices in omaha, nebraska, and hamburg, germanyAtg`s platform powers over 30,000 live and timed auctions every year across multiple verticals including art and antiques, classic cars, heavy construction, agricultural, industrial & commercial, and consumer retail returns and many more.
Proxibid.com (pxb) and bidspotter.com (bsc) are the leading auction marketplaces in north america, serving 2,000 auctioneers throughout usa, canada, apacWe deliver unique value through a clear full-service offering spanning ecommerce & auction strategy, demand generation, managed marketplace access, support, analytics and white label software solutionsBoth pxb and bsc are part of the atg portfolio.
A demanding but highly rewarding culture, people at atg have the ability to future-proof their careers and widen their skillset since we look for multi-faceted individualsExposure to tech development, digital marketing, product management, account management, brand awareness and much more is assured early on in your career at atg even if your specific role is in a different area of the businessSuccessful people at atg relish the opportunity to upskill themselves and gain experience in a variety of disciplines.
Client service is the heart of auction technology group`s (atg) business, servicing auctioneers and buyers over a variety of productsThe atg team is responsible for client interactions prior, during, and post-auction, delivering implementation and ongoing training programs that support atg’s value narratives, drive product adoption, educate clients on best practices, and help resolve product inquiriesClient services is responsible for optimizing the success of both clients and the atg team by providing the training and knowledge tools and resources to ensure a robust and capable body of expertise supporting a high-value customer journey for our auction community, and an efficient service delivery model.
The north american client services team serves as product sme’s for all frontend and back office products used to support auctioneers within the proxibid, wavebid, bidspotter and auction mobility platformsDriving product adoption and client satisfaction, this team ensures training and service to auctioneers is to the highest standard and follows best practicesThe team captures and promotes the voice-of-the-customer, and provides the business with the insight, feedback, and statistics required for change and innovation.
The client services manager provides expert product support and best practices guidance for our clients, with an emphasis on training and knowledge management development to enable a client experience that is more relational than transactionalThe role requires fluent product knowledge and the ability to manage tactical work with a strategic eye towards translation of day-to-day activity into a broader set of project and strategic initiatives to help grow client engagement, retention, product adoption, and revenue growth.
The client services team drives the enablement of our client’s success through a combination of direct client service as well as building capability across the organization to deliver that serviceThe ideal candidate is a dedicated and empathetic client service expert, ideally with a training, learning & development and/or knowledge management background, and excited about being part of a very dynamic team with highly-visible opportunities to grow the business.
Essential job functions
Client service delivery:
Manages omnichannel client support needs day-to-day, while also managing a broad client portfolio for client success performant across adoption, organic growth, retention, and csat/nps metrics
Analyze online performance indicators while influencing client’s online profile to align with atg values and best practice protocols
Support wavebid, gap toolbox, and gap office product users while delivering exceptional client care and ensuring our service key performance indicators are achieved
Produce a consistently high level of client focused output that supports success; establish self as a trusted point of contact for client service requests
Manages listing compliance policy and application, engages and guides clients towards adherence to help ensure the fairness and safety of our marketplaces, and uses reporting and insights to help shape, clarify, and inform atg policies and procedures
Client onboarding and training: supports client and staff onboarding and product implementation, adoption and retention activities by creating rapid time-to-value for clients, and increases internal service efficiency by developing knowledge capability for client-facing teams
Subject matter expertise: provides expert support for product and content enquiries both internally and externally, and integrates voc data and analysis into an up-to-date training and knowledge management resource portfolio
Supports new product and service offerings: provides analysis and recommendations based on sme and client/business inputs to improve company products and processes
Communication and influence: communicates with senior internal and external customers, partners and vendors
Collaboration and personal accountability: strong interpersonal skills, adept at navigating organizational challenges and demonstrates ability to establish personal credibility and build trust quicklyAgile and versatile in a dynamic business environment; demonstrate ability to go the extra mile to achieve objectives
Measures of success
Use internal reporting systems including zendesk and salesforce to document client requests/feedback and circulate client services activities to the wider business
Help develop and grow overall client services administration, including online catalog and live webcast auction management, internal product demonstrations and staff training, maintaining/updating training material and product user guides and reviewing internal processes and implement efficiencies.
Demonstrates understanding of the atg product suite, including saas products (wavebid, gap toolbox, gap office), marketplace portals (proxibid.com, bidspotter.com), as well as operational activities and related products
Provides advice/direction to the business in primary area(s) of subject matter expertise
Substantively contributes to achievement of client services strategic objectives of building out and delivering training and knowledge management resources and capabilities
Leverages technical expertise and relationships to contribute to strategy and drive business results
Diagnose and report defects while working with product teams to implement improvements to online technologies
Assist head of client services, account management, customer experience, and other key business stakeholders to achieve commercial targets and strategic business initiatives
Efficiently manages multi-faceted workload involving client-facing operational elements and more strategic project development initiatives; prioritizes efforts accordingly while managing multiple, often conflicting demands
Provides input and evidence (data) to support development and execution of projects to improve product, content, and/or user experience
Demonstrates high attention to detail, including precise and effective customer communications and proven ability to manage multiple, competing priorities simultaneously
Education, skills, and experience
2 + years’ experience in client services in a software service / saas / e-commerce industry
1 + years’ experience in training, learning & development, and/or knowledge management
Strong technical acumen, with understanding of an e-commerce environment
Excellent microsoft office and salesforce skills are essential, as well as experience utilizing zendesk or a similar ticketing tool
Willing and able to occasionally work non-standard hours including weekends as required
Willing to attend auctions throughout the us as required; occasional travel may be necessary
Knowledge of the auction industry an advantage
Demonstrated collaborative skills and ability to work well within a team
Able to demonstrate sound judgment even in ambiguous situations
Excellent oral and written communication skills, including the ability to propose complex solutions and explanations in writing
Strong analytical, process development and problem solving skills
Bachelor’s degree in a related field such as business or technical study preferred
This position has access to confidential information.
Before placing a person in this position, a background check is required.
Equal opportunity employer