What are the responsibilities and job description for the Customer Success Manager, BPM position at ConstructConnect?
Overview
This position sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.
The Opportunity
The Customer Success Manager, BPM is responsible for the engagement and renewal of our Major Market contracts. They will own the relationship with the account at the decision maker level, and lead processes related to onboarding, upselling, training, and renewal. Tasks can vary daily based on team priorities.
Responsibilities
What You’ll Be Doing
- Acts as the point person on all customer interactions and address them effectively and in a timely manner
- Responsible for tracking all customer related activities in CRM (salesforce.com)
- Trains users on product and platform functionalities, and perform live demonstrations
- Focus on communicating product functionality within the context of desired business outcomes for the customer
- Identify upsell opportunities for accounts that will increase the revenue and lengthen the term of service
- Involved with invoicing, collections, and other processing needed to ensure continued relationship with the customer
- Resolve and appropriately handle cancellation requests by first understanding where business results are not being met and attempt to bridge those gaps
- This job description in no way implies that the duties listed here are the only ones that team members can be required to perform
Qualifications
What You Bring to the Team
- Bachelor’s Degree 1 year of B2B sales experience OR Associates Degree and 3 years of account management or sales experience OR HS Diploma 5 years of account mgmt or sales experience OR 1 year of successful experience in a ConstructConnect role.
- Perpetually exhibits the ConstructConnect values.
- Thrives in a fast paced, changing environment
Physical Demands and Work Environment:
- The physical activities of this position include frequent sitting, telephone communication, working on a computer for extended periods of time. Visual acuity is required to perform activities close to the eyes.
- This position is considered hybrid. Team members are expected to have an established workspace.
- Ability to work hybrid in the Greater Cincinnati/Northern Kentucky or Norcross, Georgia area (external candidates only).
E-Verify Statement
ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security.
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