Dodge Construction Network

Customer Success Manager

Dodge Construction Network

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $50,000 - $65,000 per year

About the role

  • Execute successful onboarding program with new customers - including confirmation of Graduation Criteria to increase customer adoption, engagement, and time-to-value
  • Build and maintain strong relationships with first-year customers to understand their needs, provide support and ensure customer satisfaction
  • Drive ongoing customer engagement through customer journey with intentional outbound touchpoints using customer health indicators and other support tools
  • Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchased
  • Serve as the primary point of contact for customers, addressing their inquiries, resolving issues and driving value by using customer analytics and regular review of their accounts
  • Act as a customer advocate within the organization, ensuring that customer feedback, concerns, and needs are communicated effectively to relevant departments for prompt resolution and product improvements - wholly own the customer experience
  • Develop and execute strategic account plans for customer, focusing on objectives, tactics and timeliness to maximize growth and retention
  • Contact and secure upcoming renewals at least 120 days in advance of maturity date
  • Provide training and support to customers on using products or services effectively, utilizing methods such as product demonstrations, training sessions and/or assistance in creating and updating their profile or saved searches
  • Attain all KPIs designed to improve first-year account retention, including contact rate, churn, and renewal and retention ratios
  • Follow SOPs for all account interactions within standard CRM systems and other tools
  • Stay up to date of job, product, and industry-related training opportunities
  • Educate and empower clients to take full advantage of product features and updates, guiding them through transitions and helping them integrate changes into their daily operations
  • Leverage data and insights to identify adoption gaps and deliver targeted training, resources, or recommendations to improve engagement and retention

Requirements

  • 2+ years of relevant sales, account management, or support experience supporting SaaS based software
  • Proficiency in desktop software programs (Word, Excel, PowerPoint)
  • Ability to learn SaaS products
  • Basic construction industry knowledge or ability to learn construction industry knowledge
  • Technical skills
  • Superior personal integrity and ownership of outcomes
  • Exceptional communication skills
  • Relationship building and client-centric skills
  • Ability to coach customers on best practices and uncover pain and solution
  • Empathetic small business growth mindset to identify meaningful opportunities for customers benefit
  • SKILLS: Communication/Interpersonal, team building, growth mindset, conflict resolution, organization, coaching/mentoring, effective writing and presentation, problem solving, storytelling, decision making and time management, strategic planning, and critical thinking
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaScustomer analyticsCRM systemsdata analysisproduct demonstrationstraining sessionsaccount managementKPI attainmenttechnical skillsdesktop software (Word, Excel, PowerPoint)
Soft Skills
communicationrelationship buildingclient-centric skillscoachingempathyproblem solvingstrategic planningtime managementconflict resolutioncritical thinking