Career Opportunity

Client Success Manager

Remote (North America)

Client Success Manager

Job Description

SmartPM Technologies is an Atlanta-based construction schedule analytics SaaS software company looking for an experienced Client Success Manager who ideally has a construction technology background. You will work in an exciting, fast-paced, fun, and rewarding start-up environment to support our growing client base.

As a Client Success Manager (CSM) at SmartPM, you will manage your clients’ experience from start to finish to create loyal clients who renew and expand. You are a natural relationship builder who ensures that clients understand the value of software and achieve business outcomes, and you communicate this value to executives. This is a remote role.

What you’ll do:

Build strong, long-term, loyal relationships with customers by staying in constant communication.
Guide executives in incorporating SmartPM into their standard operating procedures to make their business more efficient and effective.
Conduct Executive reviews to ensure customers achieve business outcomes with SmartPM and identify the ROI and Value they receive.
Evaluate risk for each customer and proactively evade dissatisfaction or lost business, ultimately driving retention throughout the customer life cycle.
Manage your book of business while keeping a high retention rate.
Create an expansion strategy to expand SmartPM usage within the organization and drive adoption by engaging all stakeholders and making clients sticky with integrations.
Work closely with Account Executives (AE) on customer expansions and renewals.
Understanding our customer’s challenges and the benefits that our solution provides to them.
Determine the current sophistication level of the customer in terms of their project controls process and design a roadmap to get the customer to get the value from their purchase. The roadmap should include a rollout plan, expansion plan, and maintenance strategy to ensure that the value propositions they are expecting are met.
Communicate the roadmap with the executives at the customer and get them to buy in to make sure that we are meeting their expectations.
Manage the roadmap and strategic plans for each customer to ensure that we are moving the ball forward and pivoting if needed.
Identify risks along the way that may cause the implementation to not be successful and develop mitigation strategies for the risks.
Provide customer feedback to the product team to help improve the user experience.

What we’re looking for:

3+ years of experience in the construction industry or Construction SaaS.
3+ years of experience as a successful customer success manager.
Excellent follow-up and organizational skills.
Ability to quickly prioritize tasks and customers accordingly.
Proven experience building strong customer relationships with Executives.
Ability to create an account plan and find influential champions.
Ability to influence others to adopt new processes.
An interest in learning about technology and SmartPM and process improvement.
Ability to travel as needed (<10%)
Excellent written, verbal, presentation, and phone communication skills, including the ability to explain benefits and why things are important and the ability to adapt conversations for technical and non-technical audiences.
Flexible approach to work in changing situations and uncertainty.

Job Growth and Proficiencies

Be measured by the retainment and expansion of client accounts.
Become proficient in the SmartPM platform and understand the benefits of SmartPM for each stakeholder.
Become a trusted advisor who can provide insights to customers to ensure they get the most value out of SmartPM, intending to help grow our customer base.
Engage customers and motivate them to use and optimize SmartPM leading practices.

Join Us

This is an exceptional opportunity to be part of a high-growth technology company with a supportive and energizing culture. At SmartPM, we are dedicated to our collective growth, development, and success. If you’re prepared to be an integral member of our dynamic team as our Client Success Manager, we invite you to apply.

Apply Now

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Client Success Manager