Customer Success Manager

Stanley Black & Decker • Phoenix, AZ

2d • Remote

About The Position

As a Customer Success Manager, you’ll be part of our Construction Technology business, working as a virtual employee. The position serves as a key link between customers and internal teams to resolve issues, identify improvement opportunities, and promote successful product adoption. You’ll get to: Act as the primary point of contact for our customers and connect customers with the appropriate teams to address specific requests. Key responsibilities include supporting end-users, optimizing the value of our software, expanding user adoption, and identifying key risks to customer success.

Requirements

• Bachelor’s degree or equivalent practical experience preferred
• 1–3 years of experience in customer support, help desk, or customer service, preferably in a SaaS or technology environment.
• A desire to get into the construction technology industry and willingness to learn
• Ability to explain technical concepts in a simple, customer-friendly manner.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-first mindset with a professional and empathetic approach.
• Proficient with Microsoft Suite applications
• Strong verbal and written communication skills and technical aptitude

Nice To Haves

• A modeling background (Revit or AutoCAD) would be helpful, but not required
• Knowledge of the construction industry, manufacturing, or prefabrication is preferred

Responsibilities

• 70% - Customer Support – providing day to day support (Tier 1) and troubleshooting for existing customers; responsible for managing pipeline of support tickets and collaborating with engineering to solve Tier 2-3 issues and bugs
• 20% - Support teammates and help our customers as needed
• 10% - Manage education support initiatives, including customer training, user guides, knowledge base content, webinars, and learning resources.

Benefits

• Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level