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MOCA Systems, Inc. · 2 hours ago

Customer Success Manager

San Antonio, TX

Full-time

Hybrid

Entry, Mid Level

$75K/yr - $85K/yr

2+ years exp

MOCA Systems, Inc. is a leading software and services provider for the Architecture, Engineering, and Construction industry. They are seeking a Customer Success Manager to ensure clients maximize value in planning their construction projects using Touchplan®, while building engagement with the platform and driving customer satisfaction.

Building MaterialConsultingLegalReal Estate

Responsibilities

Manage a book of business consisting of new and existing customers, serving as the primary point of contact responsible for driving onboarding, adoption, retention, and expansion while ensuring long-term customer success and satisfaction

Establish a trusted advisor relationship with customers, aligning all activities with the successful delivery of their construction projects using Touchplan®

Guide end users through software training, implementation, and adoption of best practices, building incremental value and return on their investment

Resolve inbound customer issues across live chat, email, and phone

Work with calm professionalism, quick execution, and a powerful sense of urgency to uphold our reputation for excellent customer service

Proactively monitor platform utilization and usage trends to increase client engagement, minimize churn, drive customer renewals, and support account expansion

Demonstrate exceptional attention to detail and strong organizational skills, effectively leveraging internal systems and tools to document customer engagements

Act as a strong customer advocate by collecting and clearly communicating customer feedback to internal teams, helping drive software enhancements and product improvements that align with customer needs and business goals

15% travel as required to client sites or MSI facilities for meetings or other customer-facing activities