Customer Success Analyst

Heavy Construction Systems Specialists, LLC • Houston, TX

9h • Hybrid

About The Position

We are HCSS. For the last 40 years, we have been developing software to help
construction companies streamline their operations. Based in Sugar Land, TX, our
mission is helping customers achieve excellence through our proven
customer-centric, end-to-end solutions and exceptionally helpful service, while
providing a great life for our employees. With this mission at the core of
everything we do, HCSS is a pioneer and leader in the construction software
space and a consistently recognized employer. We have earned Best Companies to
Work for in Texas honors for 18 consecutive years and have been named a USA
Today Top Workplace. HCSS has also been recognized by Built In as a Best Place
to Work in Greater Houston and by Construction Executive for our technology
innovation, reflecting our strong culture, industry leadership, and commitment
to excellence.

WHO WE NEED:
We’re looking for a Customer Success Analyst to join our team and help manage
renewals and customer account growth for the “Low” customer segment, from $15k
up to $100k ARR. The ultimate goal for each customer is to help them grow ARR
through cross-selling and IQL activities. The accounts in this segment have some
of the highest ARR growth potential, so it’s vital to partner with the Product
Adoption lead to help increase product value for all customers in this segment.

Requirements

• Extensive soft-skills essential to developing deep relationships with the core of our customer base

Nice To Haves

• Excellent SME-level knowledge of HeavyBid, HeavyJob, Safety, and Plans products and the construction industry
• Project Management skills, including documentation, scheduling, and risk management
• Ability to craft internal and external knowledge documents

Responsibilities

• Work through customer renewals, achieving an average of 90% on time
• Escalate renewal problems or significant churn risks to your manager as they occur
• Monitor customer health via Gainsight
• Action all automated tasks in Gainsight
• Lead NPS responses for negative reviews that any customers have given us
• Serve as the main point of contact for HCSS customer accounts within an assigned territory throughout their time as an HCSS customer, and ensure that they have a smooth and easy transition between customer journey phases [Approx. 40% of your time].
• Communicate with customers during key milestones in their lifecycle with HCSS and coordinate specific activities based on their stage such as: NPS surveying, periodic health checks, annual business reviews, and 1st year onboarding.
• Respond to inbound renewal situations such as overdue unsigned renewals and churn risks, as well as complex questions about appropriate licensing levels and SaaS entitlements and bills.
• Coordinate offboarding for customers who are churning to provide a smooth experience. Gather and document details related to the root cause for the churn whenever possible for post-mortem analysis.
• Create IQL’s (Information Qualified Lead) as needed, when customers express interest in using other products in the HCSS platform. You will receive an individual bonus if your IQL converts into a completed demo and/or a closed won sale to the customer
• Account Handoff: The handoff should be complete within 2 weeks of getting it from Implementation
• Product Adoption activities, in partnership with the Product Adoption team
• Take any possible proactive actions with your accounts to help them realize more value from the investment that they are making in HCSS’ products
• Automation ideas should focus on areas that will better help predict customer churn risk, or that will make your job easier and less manual.
• Recommend process improvements as they occur to you to your manager
• Review your “Renewals Overview by CSM” dashboard to monitor the impact your work is having on renewals and maintain a line of sight to upcoming renewals
• Proactively schedule continued learning sessions/trainings for yourself using the annual allowance that is available to all members of our team for continued learning in job-related skills.
• Monthly GRR and Renewals review with your manager and the Director, CS.
• Follow up with your full logo and product churns from 3 to 4 months ago to see if there is an opportunity to win them back.
• Annual Business Review Responsibilities
• Coordinate customer service efforts with teams spanning across multiple departments at HCSS on behalf of the customer with a focus on fostering and maintaining a positive sentiment towards the HCSS brand [Approx. 30% of your time]
• Refer customer issues and requests to the relevant department within HCSS, and provide status updates on open issues in a timely manner
• Assist with coordinating complex, multi-phase technical projects as the primary liaison between the customer and HCSS resources in Support and Development. Create and execute detailed project plans on schedule with input from the customer and other internal resources at HCSS
• Help customers craft their own internal plans for implementing and expanding their use of HCSS software throughout their company. Work with power users and high-level decision makers within a customer’s company to create concrete plans to effectively pursue measurable goals related to their HCSS software
• Help customers craft their own internal plans for implementing and expanding their use of HCSS software throughout their company. Work with power users and high-level decision makers within a customer’s company to create concrete plans to effectively pursue measurable goals related to their HCSS software.
• Form a strong relationship with key decision makers within our customer base and become their trusted advisor within HCSS. Using industry knowledge, combined with a high-level understanding of HCSS product capabilities, help customers craft solutions that tackle their business problems and produce measurable value [Approx. 30% of your time].
• Gather and interpret customer feedback and goals. Ask insightful questions in order to determine what the customer needs from HCSS products and services, and help them prioritize their goals effectively
• Recognize and capitalize on expansion opportunities within customer accounts who are interested in additional HCSS products or services. Refer qualified opportunities to sales for follow-up
• Proactively contact customers regularly to gather information on their company which is relevant to their partnership with HCSS such as: contact changes, product issues, or changing business conditions

Benefits

• Flexible hybrid schedule
• Medical, dental, and vision coverage with company-paid and employee-paid options
• Paid holidays, sick days, and personal time off
• Employee Resource Groups (ERGs) that foster connection and inclusion
• On-site amenities including a covered basketball court, soccer field, track, pickleball/tennis courts, gym, etc.
• Dog-friendly campus and WiFi-accessible courtyards
• 401(k) with a 5% company match
• Coverage for employee professional development and wellness
• And more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed