Customer Success Manager Construction Software Technologies
THIS JOB HAS EXPIRED Position Purpose:
The Customer Success Manager is responsible for managing and overseeing the customer experience,
including assisting with the customer on-boarding process. The primary goal of the position is to ensure
that every customer is deriving the value they expected from iSqFt, and ultimately renews their
subscription to the service.
Essential Duties & Responsibilities:
? Achieve renewal rates for assigned accounts (measured on a cash basis) at 80%.
? Secure all renewal contracts for assigned accounts.
? Monitor key users for all assigned accounts, and intervene when usage drops or is nonexistent to
determine underlying issues and solve.
? Consistently and pro-actively seek feedback from users on assigned accounts through training
surveys, phone conversations, and emails to the users on accounts in ownership pool.
? Engage with users on accounts in ownership pool with 50 dials per week.
? Provide web-based training and best practice presentations for users.
? Utilize Salesforce for maintaining current account records and documenting customer engagement.
? Participate in handoff meetings with the National Account Manager on all closings.
? Complete the on-boarding process as outlined by management for all new customers.
? Create usage report analysis in excel on each account in the account ownership pool.
? Devise an action plan for each account identified as high risk or does not have a high level of
confidence in the renewal probability.
? Assist in gathering data and information for ROI reporting.
? Create straggler reports for users within account ownership pool.
? Occasional travel as needed to salvage accounts, to provide extensive training, attends customer
sales meetings and/or nurture major accounts in ownership pool.
? Reach out to users within account ownership pool to reengage the customer (straggler training, followup training, and account maintenance).
? Evaluate on a monthly basis accounts in ownership pool that have left to identify a correlation to
? Provide appropriate input to management to develop product improvements, identify key client needs
(whether product-related or support-related), prioritize data requests, and help the product team
identify and correct ?bug? issues.
? Create sales reports as directed.
? Build and maintain long term relationships with customers.
Essential Knowledge, Skills & Abilities:
? Intermediate Microsoft Office experience (Excel and PowerPoint)
? Proof of successful track record in account management.
? A minimum of 1 - 2 years of successful account management experience
? Experience in applying a process-oriented on-boarding methodology. ? Excellent verbal and written communication skills along with high level of initiative, good interpersonal
skills, and excellent presentation skills.
? Comfortable selling/managing accounts within the construction industry.
Experience and Educational Requirements:
? 4 year college degree required
? A minimum of 1 ? 2 years of successful account management experience
Physical Demands & Work Environment:
? While performing the duties of this job, the team member is required to walk; sit; type on computer
keyboard; talk or hear; answer telephone; look at computer screen. Specific vision abilities required by
the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the
ability to adjust focus. The noise level in the work environment can be high at times. Works at desk for
prolonged periods. Able to use computer and related applications with reasonable accommodation.
Uses headset. Some travel will be required (less than 25%). Extended hours may be required
depending on business needs.
Reporting to this position:
To apply for this position please visit
||4500 Lake Forest Drive |
Cincinnati, OH 45242
THIS JOB HAS EXPIRED