What are the responsibilities and job description for the Product Adoption Specialist (Safety) position at HCSS?
Houston, TX
Customer Success
Hybrid
Full-time
Product Adoption Specialist (Safety) - Job Description
We’re HCSS. We’re a software company based in Sugar Land, TX and we provide innovative solutions for the construction industry that helps streamline their operations. Our mission at HCSS is helping customers achieve excellence through our proven, customer-centric, end-to-end solutions and exceptionally helpful service, while providing a great life for our employees. With this mission at the forefront of everything we do, we’re recognized as a pioneer and leader in our market and nominated the “Best Companies to Work for in Texas” 15 years in a row.
WHAT YOU’LL DO:
Role Overview: Focusing on Safety customers in their first 1-2 years with HCSS, improve the adoption of core high impact features and cultivates the customer’s internal safety culture over time in order to measurably improve GRR. Manages up to $4M ARR worth of Safety subscriptions to begin.
Daily Activities
Proactively take action with the targeted customer accounts to increase their utilization of core high impact features.
Track results and impact of this effort over time to enable refining approaches and improving the effectiveness of various approaches.
Have a “test and iterate” mentality, where multiple different approaches are tried across different customers, better methods are adopted, and over time the approach evolves to increase effectiveness.
Weekly Activities
Work closely with CS Ops and the Director, CS, to refine Gainsight automation and reporting to better serve the adoption objectives
Thoroughly document in Gainsight all wins that you achieve with customers.
Trains customers on all core Safety features.
Trains and mentors customers to help them develop their internal Safety culture, which is key to their success with our Safety product.
Trains customers personally and/or coordinates training with the Support team as needed.
Monthly Activities
Provide input to the Director, CS on the impact that your work has had on the KPI’s below within the targeted customer accounts.
GRR
Specifically, year 1 and 2 renewal rates
Core feature adoption
Safety culture development
Customer Safety Champion development
MBG Reduction
Key Results & Success KPI’s
Documented wins with 75% of customers within 2 months of working with them.
Achieve an MBG reduction of at least 50% vs. baseline
Elevate the Safety ARR renewal rate of assigned accounts to >= 90%
BENEFITS & PERKS:
Part of our mission statement is to provide a great life for our employees. We believe that happy employees make for a better company, so we take care of them. Here are a few of the perks we offer:
Flexibility for you to work in-office or hybrid..
Medical and Dental Premiums.
On-site amenities including covered basketball court, soccer field, 200-meter track, etc.
401K with match.
Tuition reimbursement.
And more!
Customer Success
Hybrid
Full-time
Product Adoption Specialist (Safety) - Job Description
We’re HCSS. We’re a software company based in Sugar Land, TX and we provide innovative solutions for the construction industry that helps streamline their operations. Our mission at HCSS is helping customers achieve excellence through our proven, customer-centric, end-to-end solutions and exceptionally helpful service, while providing a great life for our employees. With this mission at the forefront of everything we do, we’re recognized as a pioneer and leader in our market and nominated the “Best Companies to Work for in Texas” 15 years in a row.
WHAT YOU’LL DO:
Role Overview: Focusing on Safety customers in their first 1-2 years with HCSS, improve the adoption of core high impact features and cultivates the customer’s internal safety culture over time in order to measurably improve GRR. Manages up to $4M ARR worth of Safety subscriptions to begin.
Daily Activities
Proactively take action with the targeted customer accounts to increase their utilization of core high impact features.
Track results and impact of this effort over time to enable refining approaches and improving the effectiveness of various approaches.
Have a “test and iterate” mentality, where multiple different approaches are tried across different customers, better methods are adopted, and over time the approach evolves to increase effectiveness.
Weekly Activities
Work closely with CS Ops and the Director, CS, to refine Gainsight automation and reporting to better serve the adoption objectives
Thoroughly document in Gainsight all wins that you achieve with customers.
Trains customers on all core Safety features.
Trains and mentors customers to help them develop their internal Safety culture, which is key to their success with our Safety product.
Trains customers personally and/or coordinates training with the Support team as needed.
Monthly Activities
Provide input to the Director, CS on the impact that your work has had on the KPI’s below within the targeted customer accounts.
GRR
Specifically, year 1 and 2 renewal rates
Core feature adoption
Safety culture development
Customer Safety Champion development
MBG Reduction
Key Results & Success KPI’s
Documented wins with 75% of customers within 2 months of working with them.
Achieve an MBG reduction of at least 50% vs. baseline
Elevate the Safety ARR renewal rate of assigned accounts to >= 90%
BENEFITS & PERKS:
Part of our mission statement is to provide a great life for our employees. We believe that happy employees make for a better company, so we take care of them. Here are a few of the perks we offer:
Flexibility for you to work in-office or hybrid..
Medical and Dental Premiums.
On-site amenities including covered basketball court, soccer field, 200-meter track, etc.
401K with match.
Tuition reimbursement.
And more!
