Customer Success Manager I

$58,240 - $64,480/Yr

Lcptracker - New Braunfels, TX

Full-time - Entry Level

New Braunfels, TX

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager I at LCPtracker serves as the primary point of contact for assigned customers, guiding them through the implementation and effective use of LCPtracker software. This role is crucial in ensuring world-class customer satisfaction and retention by building strong customer relationships, advocating for customer needs, and focusing on delivering business value from their subscriptions. The Customer Success Manager I is responsible for managing and documenting all aspects of the customer experience, ensuring that customers receive the support they need to maximize their use of the software. In this position, the Customer Success Manager I will facilitate software implementation, training, and support by gathering requirements and configuring solutions to meet customer needs. They will lead training sessions for account administrators and users, providing high-level support to ensure that customers are well-equipped to use the software effectively. Additionally, the role involves account management, where the manager will partner with Account Managers to maintain customer satisfaction and retention, perform account analysis, and manage contract deliverables. Relationship management is a key component of this role, as the Customer Success Manager I will build trusted-advisor relationships with customer administrators and key stakeholders. They are expected to communicate effectively and respond to customer inquiries within a 24-hour service level agreement (SLA). The manager will also act as a liaison between customers and internal teams, advocating for customer needs and helping to resolve any issues that arise. Project management skills are essential, as the Customer Success Manager I will manage both internal and external projects using traditional and Agile methodologies. They must maintain a current understanding of the LCPtracker software and be proactive in identifying and resolving issues. Participation in internal projects and user group meetings, as well as attendance at conferences, is also required to stay informed and engaged with the customer base. Overall, this position requires a blend of technical knowledge, customer relationship skills, and project management capabilities to ensure that customers derive maximum value from their LCPtracker experience.

Responsibilities

• Facilitate requirements gathering and solution configuration to meet customer business needs.
• Lead trainings for account administrators and users.
• Provide high-level support for account administrators.
• Partner with Account Managers to ensure customer satisfaction and retention.
• Maintain comprehensive customer documentation and perform account analysis and reporting.
• Act as the primary point of contact for customer administrators and build trusted-advisor relationships with key stakeholders.
• Communicate and collaborate with customers to meet a 24-hour SLA for email responses.
• Manage assigned projects using traditional and Agile management approaches.
• Maintain current functional knowledge of the LCPtracker software and create, monitor status, and test Cases and PDR Requests as issues are identified.
• Act as the key communication channel for assigned and VIP accounts, helping to resolve customer problems and recommending modifications to products/services.
• Participate in and/or lead internal ad hoc teams as assigned.
• Manage schedule, complete expense reports, update weekly KPIs, and report work hours in LCPtracker's HR application.
• Attend special trainings, user group meetings, and LCPtracker Conferences as required.

Requirements

• 1-2 years relevant customer success or relationship management experience.
• Project management experience preferred.
• Davis-Bacon or other Prevailing Wage compliance experience preferred.
• Two-year degree preferred.

Nice-to-haves

• Experience with project management methodologies.
• Familiarity with prevailing wage regulations.