About the position
At BuildOps, we're building a groundbreaking software solution, purpose-built to support today's commercial contractor. From helping our customers to manage their service all the way to project management, we're breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks that thrive in fast-paced environments. As our Customer Success Manager, you will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company. The successful candidate will be responsible for executing success plans that focus on customer retention and expansion via improving product adoption and overall customer satisfaction. The ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is willing to go above and beyond to deliver exceptional customer experiences.
Responsibilities
- Build strong relationships with key customer stakeholders to ensure customers are getting maximum value from our products.
- Become a BuildOps product expert to teach and enable customers to utilize our platform to its full potential.
- Identify customer's business workflows, pain points, and goals to develop solutions and workflows that meet their goals.
- Monitor customer health metrics and usage data to proactively address issues and drive adoption.
- Collaborate with our support team to submit support tickets and provide guidance to resolve customer escalations swiftly.
- Develop customer references, success stories, and identify referral and expansion opportunities.
- Work in a highly collaborative environment to share knowledge and best practices to continuously improve our success team.
- Travel onsite to our customers' office locations in order to assist with their initial BuildOps implementation and develop success plans.
Requirements
- Customer success, account management, or relationship management experience.
- Extraordinary people skills: must be empathetic, patient, confident, and able to interact well with a broad spectrum of personality types.
- Excellent written and verbal communication skills. Ability to explain complex concepts, software workflows, and answer questions in a clear and concise manner.
- Highly organized and ability to manage multiple customer accounts and prioritize work based on company and customer goals.
- Self-motivated, fast learning and ability to thrive in a fast paced, dynamic startup environment.
- Prior experience or ability to learn internal tools including Salesforce, Gainsight, Service Cloud, and Jira.
- B.A. or B.S. degree.
Nice-to-haves
- Experience in a fast-growing B2B SaaS company or startup.
- Experience learning and becoming an expert in an operating platform, ERP, or similar type of software platform.
- Experience in speciality contractor or construction industry.
- Experience with Accounting ERP systems like Quickbooks Online/Enterprise, Sage 300 CRE/Intacct, Viewpoint Vista/Spectrum.
- Experience with business intelligence and custom report tools such as Power BI or Sigma.
Benefits
- $70-100K base + bonus and equity.
- A comprehensive benefits package.
- Unlimited paid time off.
- This is a hybrid role based in Los Angeles, CA. (3 days a week in office).
- Company events like BBQs and team-building activities, both in-person and virtual.
- Talented and motivated team members who care deeply about one another.
- The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers.
