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Director, Client Success
2 weeks ago
We believe in a world where growth thrives across borders and cultures. That's why our Founder and CEO Rick Hammell started Atlas, coining the term Employer of Record (EOR) simultaneously. As an EOR, Atlas employs people to work for companies anywhere in the world. Before we came along, the only businesses offering a similar solution were essentially brokers. They'd outsource your HR and payroll services to third-party providers in different countries. Today, we're the only 100% Direct EOR in the world, partnering with clients to get to market 82% faster, at a reduced cost, and with lower risk through local expertise in over 160 countries.
Atlas technology powers the idea that companies can employ whoever they want, wherever they are in the world. Through our cloud-based platform, we deliver the Human Resources infrastructure that underpins international growth, leaving companies free to focus on the strategy that makes it happen. We partner with our clients through their international life cycle from the first dip in the global pool until the moment it's time to set up their own entities and run payroll. Atlas is here from point A to point Z.
The future of work is borderless, and so are we. So, it helps that our people are located around the globe — in the US, UK, India, China and beyond — and speak 90+ languages. Diversity and inclusion are at our core.
We're excited about our next phase of growth. We're launching new tech, adding new solutions and now we're looking for YOU — eager for a challenge, energized by innovation and aligned with our mission to deliver a future of work without borders.
Atlas is an award-winning HR Technology and Services Company revolutionizing the way employers expand and manage employees internationally. Our mission is simple. To simplify global expansion through a revolutionary technology that removes the barriers of globalization to give our customers the speed to market to** EXPAND** their business, **ONBOARD** employees, **MANAGE** compliance, and** PAY** worldwide Global expansion is becoming more and more a part of the modern workplace, and with that comes things like remote work and spread-out teams. As Atlas is a truly global company, we take care of our client's employees worldwide. From Chicago to Manila, from Johannesburg to Delhi and Hong Kong, we provide top-class benefits to all the employees we serve every day. With offices all around the world and teams spread out between multiple time zones, you too can benefit from the "Glocal" team strategy, giving our employees the flexibility, they need to do their very best work the best way they can.
We are seeking a regional leader who is capable of handling a high level of complexity with some ambiguity (we are a high-growth stage company) in a client-facing environment. This Client Success leader will source, develop and manage a team of regionally based Account Managers and Implementation Managers to drive customer adoption, retention and growth initiatives. This individual will be responsible for overall territory/account strategy development and execution, and building/nurturing a commercially-minded team to support business objectives. Initially, this person will split their time between leadership/management duties and hands-on client management. The Client Success team is the primary point of contact for existing clients in-region, ensuring they receive the expected level of service and ROI/value from our offerings and grow with us along their global expansion journey. The Client Success group resides within our Revenue and Commercial organization and this position will report to the Vice President, Client Success (based in the US).
**Key Responsibilities**
- Serve as primary point of contact for a short-list of strategic accounts in the APAC region
- Lead hiring plans and onboarding of new Account Managers and Implementation Managers focused on the APAC region; serve as a mentor with a focus on development of skills, processes and best practices
- Coach team members in development of account strategy and structured business reviews, customer advocacy, overall success and growth planning; establish and manage team-wide and individual OKRs and KPIs (Customer Success/recurring revenue business model-based)
- Partner with internal stakeholders and work cross-functionally with Operations (service delivery), Sales/Implementations, and Product/Tech, et al, to optimize the customer experience and help propel the company to the next stage of growth
- Synthesize available data, reporting and insights to make informed and effective revenue-impacting decisions
- Partner with customer stakeholders (and uncover new ones) to understand immediate and future needs and initiatives, and to identify appropriate value adding and revenue growth opportunities (as well as any challenging areas in the relationship to rectify)
- Drive overall client satisfaction (NPS gauged); focusing on key activities designed to facilitate
