Customer Success Manager, Architecture & Engineering
WFH Flexible Orange County, CA
Description

The Customer Success Manager, reporting to the Manager of Customer Success, will provide post-sale account management directly to our Architecture & Engineering customers to drive onboarding, adoption, retention, and loyalty via the renewal and expansion of core products and solutions. Managing a portfolio of new, existing, and at-risk customers and interacting with them by phone, web meetings, conference calls, and emails, the individual will help them maximize a return on investment in their product/solutions. 


The individual will partner with sales, professional services, technical support, and marketing to ensure a seamless customer experience. Additionally, the individual will provide customer health leadership, handle escalations on at-risk customers, and utilize industry knowledge, business strategy, expertise, and product knowledge to help customers expand their usage of products to gain a competitive advantage in their markets. 


The individual will help establish, maintain, and measure Customer Success processes, policies, and metrics and help to mentor and provide direction, tasks, and projects to other team members. Experience in the architecture, engineering, and construction (AEC) industry and field of software technology is a plus, specifically, in the architecture & engineering space.  


The individual we are seeking should reinforce and mesh with our core values: honesty and integrity, commitment to excellent service, accountability, and trust and mutual respect. 


  Responsibilities:  

  • Ensure that customers derive maximum value from their products/solutions, utilize all their licenses, identify new opportunities, and ensure renewal 
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map products/solutions and associated business benefits to address their needs
  • Collaborate with internal subject matter experts to translate customer business/technical challenges into business solutions that can be solved utilizing products and services 
  • Create and maintain account documentation including reports, proposals, business assessments, and training tools 
  • Monitor customer usage data, health indicators, renewal dates, and growth opportunities and translate into strategies for success
  • Manage and collaborate inter-departmentally to resolve at-risk customer escalations
  • Schedule and coordinate health checks, product training, and activations
  • Identify opportunities to expand relationships and upsell/cross-sell new products
  • Help establish processes, policies, and metrics
  • Train and mentor team members 
  • Partner with Marketing to develop customer-oriented marketing programs 
  • Performs other duties as assigned

Qualifications: 

  • Bachelor’s degree 
  • 6+ years of professional work experience 
  • Experience in customer-facing work  
  • Experience in working in the AEC industry is a plus, specifically in the architecture and engineering space  
  • Experience in working in the software industry is a plus
  • Experience working with senior and executive management 
  • Strong empathy for customers 
  • Excellent written, oral, interpersonal communication, and presentation skills 
  • Ability to work and collaborate cross-functionally and with external vendors
  • Candidates must be analytical, curious, creative, results-and-detailed oriented
  • Self-starter who can solve problems with minimal supervision
  • Thrives in a fast-paced, highly productive, and collaborative environment
  • Strong organizational and analytical skills
  • Ability to learn quickly with a results-driven mentality 
  • Aptitude for technology and ability to connect and translate concepts
  • Proficiency in MS Office suite and CRM systems

Physical Requirements:

  • Requires prolonged period of sitting, with occasional standing
  • Continuous use of computers and other office equipment

Company Culture & Core ValuesCulture

  • Open and consistent communication at all levels
  • Fun atmosphere: Happy employees are productive employees
  • Lead by example
  • Respect for people and process
  • One team: Whether we succeed, or we fail, we do so together
  • Creativity and “outside the box” thinking is highly encouraged

Core Values

  • Honesty & Integrity: Words and actions in complete alignment
  • Commitment to Excellent Service: Providing quality work and follow-through
  • Accountability: Responsible to our coworkers, our customers and ourselves
  • Trust and Mutual Respect: The foundation for win-win relationships  


About U.S. CAD

U.S. CAD is a full-service technology consulting firm for the AEC&O industry. We are a leading Autodesk value added reseller and the world’s largest Bluebeam value added reseller. We equip our clients with the software, hardware, training, BIM production, and consulting that they need to win more, produce more, and achieve more. From BIM software to 3D laser scanning, customers are able to address their specific needs with the guidance and expertise of the U.S. CAD team. For more information, visit http://www.uscad.com or call (877) 648-7223.