Revit Customer Success Manager - Remote

Stanley Black & Decker, Inc.•Illinois USA - Remote, IL

5d•$62,200 - $100,200•Remote

About The Position

As a Revit Customer Success Manager, you’ll act as the primary point of contact for our customers and connect customers with the appropriate teams to address specific requests. Key responsibilities include onboarding new customers, training end-users, optimizing the value of our software, expanding user adoption, and identifying key risks to customer success. You’ll get to: Implementation – onboarding for new customers and existing customers who expand substantially (implementation is required for revenue recognition because only then do customers receive the value of the product) - 50% 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 - 15% Support teammates and help our customers as needed - 20% Pre-sales – assisting sales reps for technical demos and presentations (new customer acquisition) - 15%. We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to: Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths. Learn: Have access to a wealth of learning resources, including our digital learning portal. Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences. Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices. What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us! We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company. For the builders and protectors, for the makers and explorers, for those shaping and reshaping our world through hard work and inspiration, Stanley Black & Decker provides the tools and innovative solutions you can trust to get the job done—and we have since 1843.

Requirements

5+ years of experience with Revit focused on Mechanical, Electrical or plumbing systems
2+ years of experience teaching, guiding, mentoring in the use of Revit
Proficient with Microsoft Suite applications
Knowledge of the construction industry
Strong verbal and written communication skills and technical aptitude
Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with relational challenges as they come up
Strong organizational/time management skills and the ability to manage multiple projects simultaneously
Team oriented, collaborative, supportive

Responsibilities

Onboarding new customers
Training end-users
Optimizing the value of our software
Expanding user adoption
Identifying key risks to customer success
Implementation – onboarding for new customers and existing customers who expand substantially
Customer Support – providing day to day support (Tier 1) and troubleshooting for existing customers
Managing pipeline of support tickets and collaborating with engineering to solve Tier 2-3 issues and bugs
Support teammates and help our customers as needed
Pre-sales – assisting sales reps for technical demos and presentations (new customer acquisition)