Location: Remote (North America)
About SmartPM
SmartPM Technologies is an Atlanta-based construction schedule analytics SaaS software company looking for an experienced Implementation Manager with 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 an Implementation Manager at SmartPM, you will support Customer Success Managers (CSMs) ro manage customer experiences from discovering our client’s business challenges to optimizing workflows to create loyal customers who renew and expand. You are a natural relationship nurturer who ensures that clients understand the value of software and are achieving business outcomes and you are communicating leading practices to customers project teams. This is a remote role.
Responsibilities
- Work with CSMs to build strong, long-term, loyal relationships with customers by supporting implementation of best-in-class technology through expert implementation.
- Guide Subject-Matter Experts (SMEs) in incorporating SmartPM as part of their Standard Operating Procedures to make their business more efficient and more profitable.
- Conduct customer SME reviews to ensure customers are achieving business outcomes with SmartPM and ensure they are achieving their expected ROI and value.
- Evaluate risk for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
- Support the management of your team’s book of business keeping a high retention rate.
- Work closely with the account team on customer expansions and renewals.
- Support a strategy to expand usage within the organization and drive adoption by getting all stakeholders engaged and making clients sticky with integrations.
- Help CSM gauge the current state of the customer and help craft a plan to help the customer achieve their value.
- Help SmartPM users understand the metrics presented by the solution and what actions need to be taken based on the data that is presented, in order to improve project outcomes.
- Identify gaps in knowledge / processes for the customer where it would be beneficial for the customer to engage our Professional Services team.
- Identify areas where the users are struggling with usage of the product and provide feedback to the product team.
What We Are Looking For
- 6+ years of experience in the construction industry as a professional or with a construction SaaS.
- 3+ years of experience as a successful scheduler or project controls professional.
- Excellent follow up and organizational skills.
- Ability to quickly prioritize tasks and customers accordingly.
- Proven experience building strong customer relationships.
- Ability to influence others to adopt new processes.
- Interest in learning about technology and process improvement focused.
- Excellent written, verbal, presentation and phone communication skills and ability to explain benefits and why things are important and the ability to adapt conversations for technical and non-technical audiences.
- Ability to travel as needed (<10%).
- Flexible approach to work in changing situations and uncertainty.
- Experience in Primavera P6 and Microsoft Project.
- Interest in developing, maintaining, and analyzing construction schedules on projects.
- Previous Delay analysis experience is a plus.
Job Growth and Proficiencies
- Be measured by the retainment and expansion of client accounts.
- Become proficient in the SmartPM ecosystem and understand the benefits of our solutions for each stakeholder.
- Become a trusted advisor who can provide insights to customers to ensure that they get the most value out of SmartPM solution with the aim of helping grow our customer base.
- Engage customers and motivate them to use and optimize SmartPM leading practices.
This position reports to the SVP of Client Success. Connect with us on LinkedIn.
SmartPM Technologies | Atlanta, GA 30346