Customer Success Manager, BuildOps

• Willingness to work during EST business hours is a pre-requisite
• Extraordinary people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
• Excellent written and verbal communication skills
• Highly organized with impeccable attention to detail
• Thirst for knowledge and willingness to learn
• Strong product instincts with the ability to document issues concisely
• Ability to thrive within a collaborative team environment and understands that we succeed or fail together
• Capable of efficiently learning and using complex software as well as teaching all aspects of that software to others
• An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities
• Intelligent, self-motivated, quick thinking, and fast learning
• Demonstrated ability to succeed in a challenging, fast-paced environment
• B.A. or B.S. degree from a top university
• Willing to work during EST business hours
• Prior knowledge or ability to quickly learn Accounting ERP systems like Quickbooks Online/Enterprise, Sage 300 CRE/Intacct, Viewpoint Vista/Spectrum preferred
• We have customers across the US and Canada, so our top candidates will be ready, willing, and able to travel and assist with our legendary customer implementations. Travel frequency will depend on the account

Desirable

• 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
• While prior account management experience and/or familiarity with the commercial contractor industry is highly valued, the ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is willing to go above and beyond to help customers succeed on our platform
• What you’ll do:
• Assist customers with all aspects of our software through phone, email, and Zoom screen-sharing sessions, with a primary focus on customer success, support, and satisfaction
• Become a BuildOps product expert and help both customers and co-workers succeed by identifying creative solutions to unique workflow requirements
• Utilize support tools such as Monday.com, JIRA Service Desk, UserGuiding, and OpenPhone to efficiently handle customer cases and track personal performance
• Collaborate as part of a tight-knit team, working together to provide superior technical support while maintaining a positive environment
• Troubleshoot and submit bugs to our developers acting as the primary driver from bug ticket creation through resolution
• Champion customer needs internally by providing feedback and escalating requirements, ensuring that they receive the attention they deserve
• Travel on-site to our customers’ office locations in order to assist with their initial BuildOps implementations