Manage a portfolio of clients on a day-to-day basis, monitoring engagement and usage, and acting proactively when a client begins to disengage;
Build and maintain close relationships with clients, mapping stakeholders in each account and maintaining constant communication;
Conduct regular check-in meetings, identifying opportunities and challenges and developing customized success plans;
Monitor portfolio metrics such as NPS, retention, and expansion, and develop action plans based on these insights;
Monitor product usage, analyze feedback, reported bugs, and improvement requests, and communicate these insights to internal teams;
Develop action plans to re-engage disengaged clients, anticipate churn or downsell cases, and propose reversal strategies;
Identify and map opportunities for upsell and cross-sell (new modules, new projects) and consistently lead these conversations;
Act as the bridge between the client and internal teams (Support, Product, Finance), translating the needs of on-site personnel to the platform development teams;
Contribute to the creation of support materials and training content when needed;
Train client teams for optimal use of the platform, both web and mobile applications;
Depending on team needs, lead onboarding of new clients: initial configuration, user training, and monitoring first steps on the platform.

Enrolled in or holding a degree in Civil Engineering, Architecture, Production/Industrial Engineering, Interior Design, or related fields;
Genuine interest in and familiarity with construction site routines and the construction industry;
Excellent verbal and written communication skills;
Demonstrated patience, resilience, and empathy when working with clients;
Comfortable with change and able to work collaboratively across different teams;
Comfortable with technology and data. You don't need to be an expert, but must be willing to learn a platform and work with KPIs/metrics.

Junior Customer Success Analyst – Construction

Key skills