Customer Success Manager

This is a remote position.

As a Customer Success Manager, you will serve as the primary point person for MEP Contractors, helping them achieve their technical and business goals using MSUITE. You will build personal relationships with multiple stakeholders at each customer, earning their trust and respect through your commitment to their success.

Our Customer Success Managers are individual contributors and are responsible for the successful implementation of our solutions, as integrated into the operating environment of our customers so learners can easily access the solution and stakeholders minimize manual processes. This role will assist in ensuring successful launches; advise customers on best practices to ensure long-term success; coordinate problem-solving and training sessions, and establish measurements of success and value to ensure that the customers' MSUITE implementation achieves their success criteria. Successful candidates will have a strong background in customer success management, account management, consulting or MEP Shop Fabrication; and experience in enterprise software.

Requirements

Essential Functions:

• Managing all aspects of the implementation process for new accounts
  
• Develop in-depth product knowledge of the MSUITE solutions
  
• Proactively engaging users and managers for all assigned accounts
  
• Communicating the value of the products and their features to all stakeholders
  
• Encouraging the adoption of new features and enhancements
  
• Understanding each account’s needs to assist sales in upsells
  
• Strategically managing customers’ expectations and change requests
  
• Resolving tier one technical issues and escalating when appropriate
  
• Drafting client-facing documentation including support articles, FAQs, release notes, etc.
  
• Identifying gaps in products or internal processes and contributing to customer solutions
  
• Contributing to cross-functional projects as required
  

Education and Experience:

• At least 2 years of experience in Customer Success, Account Management in a SaaS company or MEP shop fabrication experience.
  
• Deep knowledge of, and technical acumen relevant to, implementation of SaaS products and services.
  
• Proven track record of managing multiple concurrent projects with varying complexity levels.
  
• Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.
  
• Comfortable giving presentations to groups of any size & audience - from everyday end-users of the product to a high-level executive.
  
• Great problem-solving skills, taking a consultative approach to finding the best solution.
  
• Curiosity & Persistency
  
• Knowledge of Technical writing processes a plus