Technical Client Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a primary daily point of contact for designated ADRM clients.

• Foster relationships with client stakeholders while understanding their priorities and expectations.

• Facilitate communication between clients and ADRM teams across Managed Services, Design, DEFENDER™, and other offerings.

• Keep track of client requests, pending items, future needs, and commitments.

• Follow up with internal teams to guarantee prompt responses to client inquiries and requests.

• Organize client meetings, regular check-ins, onboarding sessions, business reviews, and other account-related activities.

• Create meeting agendas, document decisions and action items, and ensure proper follow-up.

• Assist with client onboarding and help clients familiarize themselves with ADRM’s team, services, processes, and resources.

• Aid clients in navigating and utilizing DEFENDER™ as needed.

• Keep precise account information, documentation, meeting notes, and client activity records.

• Monitor the overall client experience and proactively address any concerns, gaps, or opportunities to ADRM leadership.

• Collaborate with Program Managers and delivery leaders to keep clients updated on active initiatives without taking ownership of technical or project delivery.

• Recognize new client needs and connect them with the relevant ADRM resources.

• Contribute to account retention and growth by ensuring clients receive ADRM’s expected level of responsiveness and quality.

• Relay client feedback back to ADRM to help enhance company operations and service delivery.

⛳️ Requirements

• 3+ years of experience in client success, account management, or a similar client-facing role within professional services, consulting, technology, physical security, or other B2B service sectors.

• Technical proficiency with modern software applications and system integrations.

• Ability to comprehend client technical requirements, ask exploratory questions, and communicate effectively between client technical teams and ADRM engineering teams without being a software developer.

• Familiarity with application architecture concepts, including APIs, relational databases and SQL, cloud/SaaS environments, authentication and authorization, system integrations, and data flows.

• Comfortable using technology platforms, client portals, APIs, databases, reporting tools, CRM systems, and project management platforms, including troubleshooting issues and clarifying technical requirements.

• Bachelor’s degree or equivalent professional experience is preferred.

• Experience in supporting and working directly with enterprise and/or global clients, including managing multiple client accounts simultaneously.

• Strong written and verbal communication skills.

• Ability to grasp ADRM’s services and translate client needs across teams without being a technical expert.

• Capability to successfully complete a thorough background check.

• Willingness and ability to travel occasionally for client meetings and on-site engagements as required.

🏝️ Benefits

• ADRM covers 100% of health, dental, and vision insurance premiums for team members and their dependents.

• Robust 401(k) plan with a generous company match and profit-sharing opportunities.

• A culture founded on Balance, Integrity, and Trust.

• Opportunities for growth and promotion from within.

• An inclusive environment where every team member can contribute and develop.