Customer Success Manager (Mid-Market)

ConstructConnect is a company with a Customer Success division that supports customers through technical support and training to create high levels of customer satisfaction. The Customer Success Manager will maintain customer relationships after purchase while driving product adoption, upsell and cross-sell opportunities, and account retention within the mid-market contractor segment.

Responsibilities:

• Serve as the main point of contact and trusted advisory to assigned customer accounts within Contractor – Mid-Market segment
• Grow revenue through marketing driven and self-generated upsell and cross-sell lead generation activities
• Maintain established uplift and retention rates
• Acquire a working knowledge of ConstructConnect products, contractors’ workflows, industry trends, and competitive offerings
• Implement customer engagement strategy including outbound communication schedule, feedback, and renewal strategies with all assigned accounts
• Provide demonstrations of ConstructConnect products through the use of demo engineers, as well as provide on-the-fly demonstrations as needed
• Partner with Onboarding Specialist and Customer Success Specialist to onboard customers and mitigate defaults and churn
• Solicit feedback from customers to enhance the customer experience
• Receive and respond to calls, tasks, and emails from customers in relation to requests, questions, and escalations. Ensuring they are handled in a timely manner and resolutions are acceptable and satisfactory to the customer
• Actively participate in feedback sessions, special projects such as migration and sunsetting, and ongoing enablement. This job description in no way implies that the duties listed here are the only ones that team members can be required to perform
• The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes
• Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace
• Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence every Tuesday and Wednesday each week
• All team members must reside and perform their work within the United States
• ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security

Requirements:

• Bachelor's degree + 2 year of account management or sales experience OR associate degree and 3 years of account management or sales experience OR HS Diploma + 5 years of account management or sales experience OR 2 years of consistent at or above goals in a quota carrying ConstructConnect role
• Perpetually exhibits the ConstructConnect values
• The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes
• Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace
• Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence every Tuesday and Wednesday each week
• All team members must reside and perform their work within the United States