Technical Client Success Specialist

Summary

ADRM is a physical security consulting firm that provides data-driven risk management services to organizations across critical industries. The Technical Client Success Specialist will manage client relationships, coordinate communication between clients and internal teams, support onboarding and account activities, and help ensure responsive, high-quality client experiences.

Responsibilities

• Serve as a key day-to-day point of contact for assigned ADRM clients
• Build strong relationships with client stakeholders and develop a deep understanding of their priorities and expectations
• Coordinate communication between clients and ADRM teams across Managed Services, Design, DEFENDER™ and other services
• Maintain visibility into client requests, open items, upcoming needs, and commitments
• Follow up across internal teams to help ensure client questions and requests receive timely responses
• Coordinate client meetings, recurring touchpoints, onboarding sessions, business reviews, and other account activities
• Prepare meeting agendas, capture decisions and action items, and ensure appropriate follow-through
• Support client onboarding and help clients understand the ADRM team, services, processes, and available resources
• Support clients in navigating and using DEFENDER™ as appropriate
• Maintain accurate account information, documentation, meeting notes, and client activity
• Monitor the overall client experience and proactively surface concerns, gaps, or opportunities to ADRM leadership
• Partner with Program Managers and delivery leaders to keep clients informed on active initiatives without assuming ownership of technical or project delivery
• Help identify new client needs and connect them with the appropriate ADRM resources
• Support account retention and growth by helping ensure clients consistently experience the responsiveness and quality expected from ADRM
• Bring client feedback back into ADRM to help us continually improve how we work and deliver

Skills

• 3+ years of experience in client success, account management, or a similar client-facing role in professional services, consulting, technology, physical security, or another B2B service environment
• Technical fluency with modern software applications and system integrations, with the ability to understand client technical requirements, ask the right discovery questions, and communicate effectively between client technical teams and ADRM engineering teams without needing to be a software developer
• Working knowledge of application architecture concepts, including APIs, relational databases and SQL, cloud/SaaS environments, authentication and authorization, system integrations, and data flows
• Comfortable working with and discussing technology platforms, client portals, APIs, databases, reporting tools, CRM systems, and project management platforms, including troubleshooting issues and helping clarify technical requirements
• Experience supporting and working directly with enterprise and/or global clients, including managing multiple client accounts simultaneously
• Strong written and verbal communication skills, with confidence communicating across client stakeholders and internal technical and non-technical teams
• Ability to understand ADRM's services and translate client needs across teams without needing to be the technical expert
• Bachelor's degree or equivalent professional experience preferred

Qualifications

Must Haves

• 3+ years of experience in client success, account management, or a similar client-facing role in professional services, consulting, technology, physical security, or another B2B service environment
• Technical fluency with modern software applications and system integrations, with the ability to understand client technical requirements, ask the right discovery questions, and communicate effectively between client technical teams and ADRM engineering teams without needing to be a software developer
• Working knowledge of application architecture concepts, including APIs, relational databases and SQL, cloud/SaaS environments, authentication and authorization, system integrations, and data flows
• Comfortable working with and discussing technology platforms, client portals, APIs, databases, reporting tools, CRM systems, and project management platforms, including troubleshooting issues and helping clarify technical requirements
• Experience supporting and working directly with enterprise and/or global clients, including managing multiple client accounts simultaneously
• Strong written and verbal communication skills, with confidence communicating across client stakeholders and internal technical and non-technical teams
• Ability to understand ADRM's services and translate client needs across teams without needing to be the technical expert

Nice to Haves

• Bachelor's degree or equivalent professional experience preferred

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
• A culture built on Balance, Integrity, and Trust
• Real opportunity to grow: ADRM is scaling quickly, and we promote from within