What are the responsibilities and job description for the Senior Customer Success Manager position at Dodge Construction Network?
Senior Customer Success Manager
Location : Remote, United States, United States
Description
TheSeniorCustomer Success Manageris a key member of our Go to Market organization responsible for educating and empowering ourEnterprisecustomers to realize value through their partnership with Dodge. TheSeniorCustomer Success Managersupports the customer experience through proactive outreach and solution-oriented approaches providingonboarding,value-based data, best practices, and insights to customers to improve retention and customer experience.
This is a full-time position and reports directly to theVP, Customer Success.
Preferred Location
This is a remote, home-office role and candidates can be located anywhere in the continental United States
Travel Requirements
Travel is less than 10% of the time and may be occasionally required for GTM or team meetings
Essential Functions
Responsible for building and maintaining strong relationships with new and existing clients to understandtheirneeds, provide support and ensure customer satisfaction
Successfully onboardand implementnew Enterprise customers,includingtraining,confirmation of “value”, andROI
Execute successfulcustomer engagementprogramthrough customer journey with intentional outbound touchpoints using customer health indicators and othersupporttools
Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchasedusing customer analytics and regular review of their accounts
In partnership with the Account Manager, serve asaprimary point of contact forend users
Develop and execute strategic account plans for customeradoption and engagement, focusing on objectives, tactics and timeliness to maximize growth and retention
Wholly own the customer experience by acting as a client advocate within the organization, ensuring that client feedback, concerns, and needs are communicated effectively to relevant departments for prompt resolution and product improvements
Provide training and support to clients on using products or services effectivelytoinclude product demonstrations, training sessions and or assistance in creating and updating their profile or saved searches
Attain all KPIs designed to improve account retention, including contact rate,churn,andrenewal and retention ratios
Follow SOPs for all account interactions within standard CRM systems and other tools
Ensure that you take advantage ofand applyall job, product, and industry-related training opportunities
Educate and empower clients to take full advantage of product features and updates, guiding them through transitions and helping them integrate changes into their daily operations
Leverage data and insights to identify adoption gaps and deliver targeted training, resources, or recommendations to improve engagement and retention
Be curious about the construction industry and stay on top of economic and industry trends
Education Requirement
Bachelor's degree and / or combination of equivalent work experience preferred
Required Experience, Knowledge and Skills
4 years of relevant sales, account management, or support experience
Proficiency in desktop software programs (Word, Excel, PowerPoint)
Ability to learn SaaS products
Basic construction industry knowledge or ability to learn construction industry knowledge
Technical skills
Superior personal integrity and ownership of outcomes
Exceptional communication skills
Relationship building and client-centric skills
Ability to coach customers on best practices and uncover pain and solution
Empathetic small business growth mindset to identify meaningful opportunities for customers benefit
SKILLS : Communication / Interpersonal, team building, growth mindset, conflict resolution, organization, coaching / mentoring, effective writing and presentation, problem solving, storytelling, decision making and time management, strategic planning, and critical thinking
Preferred Experience, Knowledge and Skills
Experiencein a SaaS based environment
Previous CRM or order management experience
Bilingual English / Spanish is a plus!
About Dodge Construction Network
Dodge Construction Network exists to deliver the comprehensive data and connections the construction industry needs to build thriving communities. Our legacy is deeply rooted in empowering our customers with transformative insights, igniting their journey towards unparalleled business expansion and success. We serve decision-makers who seek reliablegrowth and who value relationships built on trust and quality. By combining our proprietary data with cutting-edge software, we deliver to our customers the essential intelligence needed to excel within their respective landscapes. We propel the construction industry forward by transforming data into tangible guidance, driving unparalleled advancement.
Dodge is the catalyst for modern construction.
Salary Disclosure
Base Salary range : $ 70,000-$85,000 monthly variable
This represents the expected salary range for this job requisition. Final offers may vary from the amount listed based on factors including geography, candidate experience and expertise, and other job-related factors. Dodge Construction Network’s compensation and rewards package for full time roles includes a market competitive salary, comprehensive benefits, and, for applicable roles, uncapped commissions plans or an annual discretionary performance bonus.
For this role, we are only considering candidates who are legally authorized to work in the United States and who do not now or in the future require sponsorship for employment visa status.
A background check is required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job and consistent with all federal state and local ordinances.
Reasonable Accommodation
Dodge Construction Network is committed to recruiting, hiring, and promoting people with disabilities. If you need an accommodation or assistance completing the online application, please email recruiting@construction.com .
Equal Employment Opportunity Statement
Dodge Construction Network is an Equal Opportunity Employer. We are committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. All employment decisions shall be based on merit, qualifications, and business needs without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
LI-Remote
LI-SB1
DE-Remote
Salary : $70,000 - $85,000
