Customer Success Manager, Enterprise

BuildOps•Los Angeles, CA

65d•$90,000 - $110,000•Hybrid

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. Could you be our next hire? 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. This is a hybrid position for candidates currently located in Los Angeles, United States.

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.

Responsibilities

Customer Engagement: Build strong relationships with key customer stakeholders to ensure customers are getting maximum value from our products.
Product Expert & Educator: Become a BuildOps product expert to teach and enable customers to utilize our platform to its full potential.
Success Planning: Identify customer's business workflows, pain points, and goals to develop solutions and workflows that meet their goals.
Metrics Driven: Monitor customer health metrics and usage data to proactively address issues and drive adoption.
Customer Champion: Collaborate with our support team to submit support tickets and provide guidance to resolve customer escalations swiftly. Be the voice of our customer for our product team to assist in product enhancements.
Advocacy & Account Growth: Develop customer references, success stories, and identify referral and expansion opportunities.
Team Player: Work in a highly collaborative environment to share knowledge and best practices to continuously improve our success team.
Enjoy Travel: Travel onsite to our customers' office locations in order to assist with their initial BuildOps implementation and develop success plans. We have customers across the US and Canada, so our top candidates will be ready an excited to travel. Up to 25% travel target for the position

Benefits

Generous equity grant, become an owner in our company!
Macbook computer provided
A comprehensive benefits package
Flexible PTO and hybrid work schedules
Work from home stipend
Hubs in Los Angeles, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days
Company events like BBQs and team-building activities, both in-person and virtual
Fast-paced, collaborative, and dynamic work environment
Opportunities for growth and career advancement
Chance to work with cutting-edge technology and innovative solutions
The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers