Execute successful onboarding program with new customers
including confirmation of Graduation Criteria to increase customer adoption, engagement, and time-to-value
Build and maintain strong relationships with first-year customers to understand their needs, provide support and ensure customer satisfaction
Drive ongoing customer engagement through customer journey with intentional outbound touchpoints using customer health indicators and other support tools
Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchased
Serve as the primary point of contact for customers, addressing their inquiries, resolving issues and driving value by using customer analytics and regular review of their accounts
Act as a customer advocate within the organization, ensuring that customer feedback, concerns, and needs are communicated effectively to relevant departments for prompt resolution and product improvements
wholly own the customer experience
Develop and execute strategic account plans for customer, focusing on objectives, tactics and timeliness to maximize growth and retention
Contact and secure upcoming renewals at least 120 days in advance of maturity date
Provide training and support to customers on using products or services effectively, utilizing methods such as product demonstrations, training sessions and/or assistance in creating and updating their profile or saved searches
Attain all KPIs designed to improve first-year account retention, including contact rate, churn, and renewal and retention ratios
Follow SOPs for all account interactions within standard CRM systems and other tools
Stay up to date of job, product, and industry-related training opportunities
Educate and empower clients to take full advantage of product features and updates, guiding them through transitions and helping them integrate changes into their daily operations
Leverage data and insights to identify adoption gaps and deliver targeted training, resources, or recommendations to improve engagement and retention
Requirements
2+ years of relevant sales, account management, or support experience supporting SaaS based software
Proficiency in desktop software programs (Word, Excel, PowerPoint)
Ability to learn SaaS products
Basic construction industry knowledge or ability to learn construction industry knowledge
Technical skills
Superior personal integrity and ownership of outcomes
Exceptional communication skills
Relationship building and client-centric skills
Ability to coach customers on best practices and uncover pain and solution
Empathetic small business growth mindset to identify meaningful opportunities for customers benefit
SKILLS: Communication/Interpersonal, team building, growth mindset, conflict resolution, organization, coaching/mentoring, effective writing and presentation, problem solving, storytelling, decision making and time management, strategic planning, and critical thinking