What are the responsibilities and job description for the Customer Success Manager position at Kimley-Horn?
Overview
Are you looking to do something big? Would you like to be a part of building something that you can look back on with pride at the end of your career? Do you want to join a group of a highly talented, smart, and motivated professionals? Can you imagine yourself working for a company that values your ideas and generously rewards those that put in max effort?
Kimley-Horn is looking for a post-sales Customer Success Manager to join our Firmwide Technology Solutions team! You will have the opportunity to contribute to exponential growth with new and existing customers in a fast-paced, start-up like environment. This is a highly cross-functional role with great opportunity to expand Kimley-Horn’s SaaS business in its next stages of growth.
Responsibilities
- Understand what success looks like for each client and enable them to reach their goals
- Proactively communicate new features, product enhancements and release details to customers
- Develop and implement strategies to alleviate client concerns and provide recommendations for improving their experience
- Gather user feedback and provide to Product, Sales, and Marketing Teams to drive multidisciplinary advancement strategies
- Make solution configuration changes upon client request
- Onboard new clients and drive adoption
- Conduct new user training during client onboarding and thereafter
- Identify opportunities to expand the use of technology solutions within client accounts
- Cultivate and grow working relationships with internal partners across the firm
- Collaborate with internal teams/partners to align sales plans and objectives
- Support and/or lead product demonstrations internally and externally via presentations, webinars, in-person meetings, tradeshows, and conferences
- Willingness and ability to travel
- Perform other duties as needed or assigned
Qualifications
- Bachelor’s Business Administration or a related field
- 6-10 years of experience in customer success or account management
- Experienced CRM user, preferably Dynamics 365
- Effective communicator with emotional intelligence
- Confident, outgoing personality
- Ability to understand and communicate software functionality
- Passion, drive, and self-motivation
- Team player with a positive attitude/client service mentality
- Experience in SaaS application configuration is a plus
- Experience in the AEC industry is a plus
