Customer Engagement Manager

Dodge Construction Network provides data, insights, and software to support the construction industry. The Customer Engagement Manager supports SMB customers through proactive outreach, training, product adoption, and best-practice guidance while driving retention, renewals, and customer satisfaction.

Responsibilities:

• Responsible for building and maintaining strong relationships with new and existing clients to understand their needs, provide support, uncover risk and growth opportunities and ensure customer satisfaction
• Execute successful customer engagement program through customer journey with intentional outbound touchpoints using customer health indicators and other support tools
• Provide training and support to clients on using products or services effectively. This could include product demonstrations, training sessions and or assistance in creating and updating their profile or saved searches
• Attain all KPIs designed to improve account retention, including contact rate, churn, and renewal and retention ratios
• Follow SOPs for all account interactions within standard CRM systems and other tools

Requirements:

• 2+ years of experience in sales, account management, or customer support for SaaS-based software
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Ability to quickly learn and apply SaaS products
• Basic knowledge of the construction industry, or the ability to learn it quickly
• Strong personal integrity and accountability for outcomes
• Excellent written and verbal communication skills
• Strong relationship-building and customer-focused approach
• Ability to coach customers on best practices and identify pain points and solutions
• Empathetic mindset with a focus on supporting small business growth and customer success
• who are legally authorized to work in the United States and who do not now or in the future require sponsorship for employment visa status
• Bachelor's Degree And/or Combination Of Equivalent Work Experience
• Experience working in a SaaS environment
• Experience with CRM or order management systems
• Bilingual (English/Spanish)