Customer Success Manager I

LCP TRACKER INC•New Braunfels, TX

9d•$27 - $31•Onsite

About The Position

LCPtracker Customer Success Manager I’s are the main point of contact for assigned customers, guiding new and existing customers through the implementation and use of LCPtracker, while effectively and efficiently managing and documenting all aspects of the customer experience. This position works to provide world-class customer satisfaction and retention through customer relationship building, proactive customer advocacy, and an ongoing focus on ensuring customers receive business value from their LCPtracker subscriptions.

Requirements

1-2 years relevant customer success or relationship management experience.

Nice To Haves

Project management experience preferred.
Davis-Bacon or other Prevailing Wage compliance experience preferred.
Two-year degree preferred.

Responsibilities

Software Implementation, Training and Support: Facilitate requirements gathering and solution configuration to meet customer business needs, lead trainings for account administrators and users, and provide high-level support for account administrators.
Account Management: Partner with Account Managers to ensure customer satisfaction and retention, maintain comprehensive customer documentation, perform account analysis and reporting, and help manage contract deliverables.
Relationship Management: Be the primary point of contact for customer administrators and build trusted-advisor relationships with all key stakeholders. Communicate and collaborate with customers striving to meet a 24-hour SLA to respond back to a client’s email. Act as customer liaison and advocate to LCPtracker internal teams.
Project Management: Manage assigned projects, both internal and external facing, using traditional and Agile management approaches.
System Knowledge: Maintain current functional knowledge of the LCPtracker software. As issues are identified, create, monitor status, and test Cases and PDR Requests
Client advocate: act as the key communication channel for assigned and VIP accounts. Works to help resolve customer problems and recommends modifications to products/services.
Subject Matter Expert and Internal Projects: Participate in and/or lead internal ad hoc teams, as assigned.
Maintain basic knowledge of prevailing wage regulations
Maintain basic employee requirements: managing schedule, completing expense reports, updating weekly KPIs, reporting work hours in LCPtracker’s HR application, etc.
Attend special trainings, user group meetings and the LCPtracker Conferences, such as Ignite and Spark, as required.