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Customer Success Manager

Company: Aircall
Location: Irvine
Posted on: September 13, 2020

Job Description:

U.S. CAD, a leading provider of software and services that support the AEC&O (Architect, Engineering, Construction and Owner) community, is seeking a Customer Success Manager to join our dynamic and growing organization.

The Customer Success Manager, reporting to the Director of Marketing, will provide post-sale account management directly to customers to drive on-boarding, adoption, retention, and loyalty via the renewal and expansion of core products and solutions. Managing a portfolio of new, existing, and at-risk customers and interacting with them by phone, web meetings, conference calls, and emails, the individual will help them maximize a return on investment in their product/solutions.

This individual will partner with sales, professional services, technical support, and marketing to ensure a seamless customer experience. Additionally, the individual will provide customer health leadership, handle escalations on at-risk customers, and utilize industry knowledge, business strategy, expertise, and product knowledge to help customers expand their usage of products to gain a competitive advantage in their markets.

This individual will help establish, maintain, and measure Customer Success processes, policies, and metrics and help to mentor and provide direction, tasks, and projects to other team members.

This individual we are seeking should reinforce and mesh with our core values: honesty and integrity, commitment to excellent service, accountability, and trust and mutual respect.

Responsibilities:

Ensure that customers derive maximum value from their products/solutions, utilize all their licenses, identify new opportunities, and ensure renewal

Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map products/solutions and associated business benefits to address their needs

Collaborate with internal subject matter experts to translate customer business/technical challenges into business solutions that can be solved utilizing products and services

Create and maintain account documentation including reports, proposals, business assessments, and training tools

Monitor customer usage data, health indicators, renewal dates, and growth opportunities and translate into strategies for success

Manage and collaborate inter-departmentally to resolve at-risk customer escalations

Schedule and coordinate health checks, product training, and activations

Identify opportunities to expand relationships and upsell/cross-sell new products

Help establish processes, policies, and metrics

Train and mentor team members

Partner with Marketing to develop customer-oriented marketing programs

Conduct outbound customer calls with a required minimum number of calls per day

Performs other duties as assigned

Qualifications:

6+ years of professional work experience

Experience in customer-facing work

Experience in working in the AEC industry is a plus

Experience in working in the software industry is a plus

Experience working with senior and executive management

Strong empathy for customers

Excellent written, oral, interpersonal communication, and presentation skills

Ability to work and collaborate cross-functionally and with external vendors

Candidates must be analytical, curious, creative, results-and-detailed oriented

Self-starter who can solve problems with minimal supervision

Thrives in a fast-paced, highly productive, and collaborative environment

Strong organizational and analytical skills

Ability to learn quickly with a results-driven mentality

Aptitude for technology and ability to connect and translate concepts

Proficiency in MS Office suite and CRM systems

Company Culture & Core Values

U.S. CAD’s staff are committed to living out the Company Culture and Core Values daily with an emphasis on teamwork, a positive attitude, and a desire to learn.

Culture

Open and consistent communication at all levels

Fun atmosphere: Happy employees are productive employees

Lead by example

Respect for people and process

One team: Whether we succeed, or we fail, we do so together

Creativity and “outside the box” thinking is highly encouraged

Core Values

Honesty & Integrity: Words and actions in complete alignment

Commitment to Excellent Service: Providing quality work and follow-through

Accountability: Responsible to our coworkers, our customers and ourselves

Trust and Mutual Respect: The foundation for win-win relationships

About U.S. CAD

U.S. CAD is a full-service technology consulting firm for the AEC&O industry. We are a leading Autodesk value added reseller and the world’s largest Bluebeam value added reseller. We equip our clients with the software, hardware, training, BIM production, and consulting that they need to win more, produce more, and achieve more. From BIM software to 3D laser scanning, customers are able to address their specific needs with the guidance and expertise of the U.S. CAD team. For more information, visit http://www.uscad.com or call (877) 648-7223.

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Keywords: Aircall, Irvine , Customer Success Manager, Other , Irvine, California

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