Technical Client Success Specialist

ADRM · Remote, United States

Description

ADRM is a leading physical security consulting firm with a bold vision to be the most trusted security firm in the industry. We disrupt the security landscape through data-driven risk management, safeguarding critical assets for clients in Financial Services, Bio-Tech, Critical Infrastructure, Higher Education, and Technology & Cloud Infrastructure.
Our work is guided by six core values - Balance, Curiosity, Integrity, Respect, Team, and Trust - and backed by a team that is passionate about protecting what matters most. We move fast, we care deeply, and we do it together.
The Opportunity
As a Technical Client Success Specialist, you will help make sure our clients have a connected, responsive, and consistently great experience across everything we do.
You will serve as a key point of connection between our clients and ADRM’s internal teams, helping coordinate priorities, maintain communication, and keep client needs moving in the right direction. You will develop a strong understanding of each client, their environment, and the services ADRM provides so you can connect the right people, surface needs early, and make it easy for clients to work with us.
This role is ideal for someone who builds relationships naturally, stays exceptionally organized, follows through, and enjoys being the person who keeps everyone connected and informed.
Requirements
What You’ll Do
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
What You’ll Bring
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
Physical security industry experience with the ability to translate client needs into technical requirements
Bachelor’s degree or equivalent professional experience preferred
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
Ability to successfully complete a comprehensive background check
Ability to work remotely, with availability to be on-site and travel as needed. EST location and/or working hours required
Why ADRM
Be part of a forward-thinking firm that is actively reshaping how organizations think about physical security
Work alongside a team of experienced professionals who take their craft seriously and support each other
ADRM covers 100% of health, dental, and vision insurance premiums for team members AND their dependents - one of the most comprehensive benefits packages in the industry
Robust 401(k) plan with a generous company match and profit sharing
A culture built on Balance, Integrity, and Trust - not just words on a wall
Real opportunity to grow: ADRM is scaling quickly, and we promote from within
At ADRM, we believe diverse perspectives make us stronger. Were committed to creating an inclusive environment where every team member can contribute and grow.