ConstructConnect · 3 days ago

Customer Experience Manager (MasterSpec)

Remote, Remote -US, US

Full-time

Remote

Mid Level

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Responsibilities

Clearly communicate account setup requirements and onboarding timelines with customers and key stakeholders

Educate customers on best practices, capabilities, and resources to simplify adoption and align expectations

Develop deep understanding of the customers’ business and objectives

Record customer implementation needs, requests, and questions in Gainsight and Salesforce and communicate with key stakeholders

Collaborate with sales, training, operations, and product teams to improve the customer experience

Leverage feedback for continuous improvement to the onboarding process

Identify technical issues and escalate them to the appropriate team

Track customer usage activity and provide appropriate follow up to ensure value propositions are being reinforced and customer is receiving good return on investment. Plotting actions to correct if needed

Partner with Customer Success Managers to create opportunities for upsell/cross-sell and maintain established retention rates

Support the Customer Success Manager during onboarding, trainings, and renewal audit processes in its entirety, including renewal reviews

Support Customer lifecycle with account maintenance and touchpoints

Conduct live listing edit sessions with customers in one-on-one settings as well as large group sessions (facilitated either face to face or virtually through online meeting software and conference call)

Responsible for keeping customer on track with set fulfillment timelines and updating customer provided content

Track onboarding tasks against a schedule and coordinate with internal staff

Demonstrate your teamwork by collaborating with teams at Deltek and ConstructConnect involved in MasterSpec

Perform quality assurance checks to ensure that all setup work has been completed according to customer specifications.

Special projects as needed

This job description in no way implies that the duties listed here are the only ones that team members can be required to perform

Qualification

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