Customer Success Manager I

LCP TRACKER INC•New Braunfels, TX

10d•$27 - $31•Hybrid

About The Position

LCPtracker Customer Success Manager I’s are the main points 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.
Maintain current functional knowledge of the LCPtracker software.
Maintain basic knowledge of prevailing wage regulations
Manage schedule, complete expense reports, update weekly KPIs, reporting work hours in LCPtracker’s HR application, etc.
Attend special training, user group meetings and the LCPtracker Conferences, such as Ignite and Spark, as required.

Nice To Haves

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

Responsibilities

Facilitate requirements gathering and solution configuration to meet customer business needs, lead training for account administrators and users, and provide high-level support for account administrators.
Partner with Account Managers to ensure customer satisfaction and retention, maintain comprehensive customer documentation, perform account analysis and reporting, and help manage contract deliverables.
Be the primary point of contact for customer administrators and build trust-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 for LCPtracker internal teams.
Manage assigned projects, both internal and external facing, using traditional and Agile management approaches.
Maintain current functional knowledge of the LCPtracker software.
As issues are identified, create, monitor status, and test Cases and PDR Requests
Act as the key communication channel for assigned and VIP accounts.
Works to help resolve customer problems and recommends modifications to products/services.
Participate in and/or lead internal ad hoc teams, as assigned.
Maintain basic knowledge of prevailing wage regulations
Manage schedule, complete expense reports, update weekly KPIs, report work hours in LCPtracker’s HR application, etc.
Attend special training, user group meetings and the LCPtracker Conferences, such as Ignite and Spark, as required.