Customer Success Manager

Summary

Join INGENIOUS.BUILD, a leading platform for real estate and construction project management, as a Customer Success Manager. You will play a crucial role in managing accounts, improving products, implementing solutions, and building client relationships within the AEC industry. This position requires partnering with clients to deliver predictable outcomes, collaborating with customers, and building strong relationships. You will conduct business reviews, understand INGENIOUS.BUILD products, identify opportunities for growth, and bridge the gap between sales, product, and customer support. The role also involves acting as a project manager to coordinate between clients and INGENIOUS.BUILD teams. This is a dynamic role for a technology enthusiast with a deep understanding of the AEC industry and excellent communication and technical skills.

Requirements

• 2+ years of experience in a startup environment
• Practical Knowledge of Construction or Engineering
• Experience working with complex, multi-divisional, multi-geographical customers
• Strong leadership, organizational & communication skills
• Ability to create structure in ambiguous situations and design effective processes
• Passion for technology and for being a part of a fast-growing SaaS company
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing)

Responsibilities

• Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business
• Collaborate with both new and current INGENIOUS.BUILD customers, offering guidance, configuration assistance, educational support, and comprehensive documentation to ensure sustained success with INGENIOUS.BUILD
• Build and maintain strong relationships with our clients in the AEC industry, serving as their primary point of contact for product-related queries, concerns, and support
• Following internal processes to improve Customer's Health, Increase retention, Risk Mitigation
• Conducting periodic business reviews to ensure customers are getting value from INGENIOUS.BUILD
• Gain a deep understanding of INGENIOUS.BUILD products, including their features and functions, and discern how they can effectively address challenges and generate solutions for your customers
• Identifying opportunities to expand product adoption and revenue growth within existing client accounts, and develop strategies to upsell additional features, modules, or services
• Bridging the gap between sales, product, and customer support, collaboratively focusing on building customer loyalty to reduce churn
• Act as a Project Manager to coordinate amongst clients and INGENIOUS BUILD's teams