Location: Remote (North America)
About SmartPM
SmartPM Technologies is an Atlanta based construction schedule analytics SaaS software company which is looking for an experienced Customer Success Manager who ideally has a construction technology background. You will work in an exciting, fast-paced, fun, and rewarding start-up environment to support our growing customer base.
What You Will Do
As a Client Success Manager (CSM) at SmartPM, you will manage the customer experience from start to finish to create loyal customers who renew and expand. You are a natural relationship builder who ensures that clients understand the value of software and are achieving business outcomes, and you are communicating the value to executives. This is a remote role.
Responsibilities
- Build strong, long-term, loyal relationships with customers by staying in constant communication.
- Guide executives in incorporating SmartPM into their standard operating procedures to make their business more efficient and effective.
- Conduct Executive reviews to ensure customers achieve business outcomes with
- SmartPM and identify the ROI and Value they receive.
- Evaluate risk for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
- Manage your book of business while keeping a high retention rate.
- Create an expansion strategy to expand SmartPM usage within the organization and
- drive adoption by engaging all stakeholders and making clients sticky with integrations.
- Work closely with Account Executives (AE) on customer expansions and renewals.
What We Are Looking For
- 3+ years of experience in the construction industry or Construction SaaS.
- 3+ years of experience as a successful customer success manager.
- Excellent follow up and organizational skills.
- Ability to quickly prioritize tasks and customers accordingly.
- Proven experience building strong customer relationships with Executives.
- Ability to create an account plan and find influential champions.
- Ability to influence others to adopt new processes.
- An interest in learning about technology and SmartPM and process improvement. Ability to travel as needed (<10%)
- Excellent written, verbal, presentation, and phone communication skills, including the ability to explain benefits and why things are important and the ability to adapt conversations for technical and non-technical audiences.
- Flexible approach to work in changing situations and uncertainty.
Job Growth and Proficiencies:
- Be measured by the retainment and expansion of client accounts.
- Become proficient in the SmartPM platform and understand the benefits of SmartPM for each stakeholder.
- Become a trusted advisor who can provide insights to customers to ensure they get the most value out of SmartPM, intending to help grow our customer base.
- Engage customers and motivate them to use and optimize SmartPM leading practices.
This position reports to the Director of Client Success at SmartPM.
SmartPM Technologies | Atlanta, GA 30346