Customer Success Manager

Summary

Join INGENIOUS.BUILD and play a crucial role in managing accounts, improving products, implementing solutions, building client relationships, upselling, and conducting technical demos for innovative products within the Architecture, Engineering, and Construction (AEC) industry.

Requirements

• 3+ years of experience in a fast paced startup environment in a customer-facing role
• Experience working with complex, technical, 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
• Aptitude for virtual training sessions with clients
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing)

Responsibilities

• 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, and 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

Preferred Qualifications

• Practical Knowledge of Construction or Engineering
• Experience working with complex, technical, multi-divisional, and multi-geographical customers in the field of construction or engineering is a plus