Manager/Customer Success Team

We welcome all applicants who are willing to relocate. This position is available only in our Fort Lauderdale Headquarters. 

Are you passionate about improving customer adoption and  account success?  Do you long to be put in a position where you can have a tremendous impact on the entire organization and be recognized for it?  The E-Builder Customer Success Program Manager is a critical role to the success of e-Builder.  It is responsible for ensuring the ongoing successful adoption of the e-Builder product suite by our clients.  If you are interested in applying your expertise to contribute to the success of one of the fastest growing technology companies in South Florida, then read on.

In this role you will be responsible for leading the Customer Success team responsible for project management execution of critical, multidiscipline issues and opportunities with existing clients.  The position requires a strong ability to uncover client-facing challenges and help the client solve them to achieve success. This person must be able to collaborate across multiple disciplines within the organization. Including but is not limited to: 

Responsibilities:

Define and optimize our customer journey:
  • Define and evangelize the vision of a world-class customer experience 
  • Standardize the template for a success plan for our customers
  • Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, “listening” points (e.g. on usage, NPS), and others
  • Create standard presentation materials for lifecycle engagement
  • Personally, manage escalations from your direct reports, and follow a methodical escalation process to execs
  • Identify opportunities for continuous improvement

Drive true value for customers:
  • Be an expert on best practices in change management & customer success methodologies
  • Promote our engagement approach amongst your team members and hold them accountable to our customers
  • Find ways for CSMs to deeply understand our customers’ objectives and become a trusted advisor
  • Determine how to define, drive, and demonstrate the value (ROI) delivered

Lead cross-functionally to drive customer success:
  • Clarify ownership for each part of the journey
  • Gather feedback from other departments, including Account Management, Sales, Services, Support, Product, Development and others, to 
  • Improve the customer experience
  • Advocate for improvement in cross-functional team collaboration
  • Drive company-wide definition of the “ideal customer”
  • Define and promote company-wide customer feedback loop(s)
  • Help foster company-wide culture of customer success

Drive alignment of client expansion through adoption and usage:
  • Align with Account Management on up-sell strategy with a retention focus
  • Provide feedback to Sales and Marketing on opportunities to drive sales
  • Ensure smart hand-off procedures and standards from services
  • Define CSM involvement in supporting account expansion

Promote being the best e-Builder client(s) they can be:
  • Promote adoption of key processes in e-Builder Enterprise – Know and understand the client needle movers
  • Define the “gold standard” for customer health
  • Create health standards tracking methodologies in client presentable formats
  • Develop methodologies for how high-touch teams can use e-Builder and capture ROI

Own key metrics for your team:
  • Account Engagement
  • Health Status
  • Churn & Risk
  • Product adoption metrics
  • Opportunity Creation
  • Customer NPS
  • Recurring Revenues
  • Employee NPS / team member satisfaction

Manage and inspire a world-class team:
  • Set expectations on performance and give feedback
  • Manage out under performers
  • Set up training and mentoring to grow team
  • Create culture of massive customer delight
  • Communicate and incent to drive performance (in line with company programs)
  • Define segmentation of your customer portfolio as appropriate
  • Define different levels within the team

Achieve operational excellence:
  • Continuously communicate metrics to team
  • Report on metrics each week to leadership

Attributes/Skills Required:
  • Minimum of 4 years in a CSM Management role leading a CSM Team
  • Minimum of 4 years client facing or account management role
  • Experience defining and implementing a CSM metric-tracking model and system
  • Ability to operate as the primary escalation point for internal and external challenges
  • Ability to effectively develop a team to present information to customers, strategic business partners, and company leadership.
  • Ability to utilize investigative proficiency to produce concrete solutions.
  • Proficient experience with MS Office Suite, Visio and web technologies.
  • Excellent consultative customer service and escalation management skills
  • Bachelor's Degree preferred          

If you can accomplish the above then you have what it takes to be a successful Customer Success Program Manager here at e-Builder!

We are an Equal Opportunity Employer & a Drug-Free Workplace

www.e-builder.net

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