Auction Technology Group is a global technology company with over 350 employees, headquartered in London, United Kingdom with global offices in Omaha, Nebraska, Lehi, Utah, New York, New York and Hamburg, Germany. ATG's platform powers over 70,000 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, APAC. We deliver unique value through a clear full-service offering spanning ecommerce & auction strategy, demand generation, managed marketplace access, support, analytics and white label software solutions. Both 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 individuals. Exposure 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 business. Successful people at ATG relish the opportunity to upskill themselves and gain experience in a variety of disciplines.

THE ROLE

Client Service is the heart of ATG’s business, servicing auctioneers and buyers over a variety of products. The 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 inquiries. Client 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 SMEs for all frontend and back-office products used to support auctioneers within the Proxibid, Wavebid, BidSpotter and Auction Mobility platforms. Driving product adoption and client satisfaction, this team ensures training and service to auctioneers is to the highest standard and follows best practices. The 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 Associate Client Services Specialist provides product support and best practices guidance for our clients to enable a client experience that is more relational than transactional. The role requires fluent product knowledge and the ability to manage tactical work. In addition, the role may require the candidate to demonstrate and execute on organization and company strategic goals, applying this lens 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 service. The ideal candidate is dedicated and empathetic and has previous client service experience. The Client Services team is made up of several different roles; all client-facing. The ideal candidate for the Associate Client Services Specialist role will need to work well in a team setting. The Client Services team is comprised 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 Support: Supports client onboarding and product implementation activities, adoption and retention activities for clients and increase internal service efficiency by developing knowledge capability for client-facing teams
• Auctioneer/Auction House Support: Provides client-facing support for product and content inquiries both internally and externally specific to Auction House/Auctioneer-client support
• Supports new product and service offerings: Provides client support specific to new product and service offerings to improve Company products and processes
• Communication and Influence: Communicates with both 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 quickly. Agile 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 maintaining and 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.
• 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 Client Services team members, Customer Experience, Client Success Management, 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, prioritize efforts accordingly while managing multiple, often conflicting demands.
• Demonstrates high attention to detail, including precise and effective customer communications and proven ability to manage multiple, competing priorities simultaneously.

EDUCATION, SKILLS & EXPERIENCE

• 2 + years’ experience in client services in a Software Service / SaaS / e-commerce industry
• 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
• Must be willing and able to work non-standard hours including weekends as required. Schedule will be defined but may change to meet business and client needs. Changes to schedules will be communicated in advance.
• 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

ATG will provide all necessary computing and communication equipment and will never ask a potential employee to purchase equipment their own account and seek reimbursement.

DIVERSITY, EQUALITY, AND INCLUSION

ATG strives to be a company where people of all races, religions and persuasions can work and thrive in a supportive environment. We are fully committed to the elimination of unlawful and unfair discrimination, and we value the differences that a diverse workforce brings to our organization. We will not discriminate because of any other irrelevant factor and proud to have built a culture that values meritocracy, openness, fairness, and transparency.

You will not be disadvantaged because of who you are or where you come from. What matters to us is that you are the best person for the job and are passionate and committed to our vision to deliver in your role.

We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our HR team who will be happy to support you.

EQUAL OPPORTUNITY EMPLOYER