Customer Success Manager I

Description

Position Description

Customer Success Manager I

Position Summary

LCPtracker Customer Success Manager I’s are the main point of contact for assigned customers, guiding new and existing customers through the implementation and use of LCPtracker, while effectively and efficiently managing and documenting all aspects of the customer experience.  This position works to provide world-class customer satisfaction and retention through customer relationship building, proactive customer advocacy, and an ongoing focus on ensuring customers receive business value from their LCPtracker subscriptions.

Primary Duties and Responsibilities

• Software Implementation, Training and Support: Facilitate requirements gathering and solution configuration to meet customer business needs, lead trainings for account administrators and users, and provide high-level support for account administrators.
• Account Management: Partner with Account Managers to ensure customer satisfaction and retention, maintain comprehensive customer documentation, perform account analysis and reporting, and help manage contract deliverables.
• Relationship Management: Be the primary point of contact for customer administrators and build trusted-advisor relationships with all key stakeholders. Communicate and collaborate with customers striving to meet a 24-hour SLA to respond back to a client’s email.  Act as customer liaison and advocate to LCPtracker internal teams.
• Project Management: Manage assigned projects, both internal and external facing, using traditional and Agile management approaches.
• System Knowledge: Maintain current functional knowledge of the LCPtracker software.  As issues are identified, create, monitor status, and test Cases and PDR Requests
• Client advocate: act as the key communication channel for assigned and VIP accounts. Works to help resolve customer problems and recommends modifications to products/services.
• Subject Matter Expert and Internal Projects: Participate in and/or lead internal ad hoc teams, as assigned.  Maintain basic knowledge of prevailing wage regulations
• Maintain basic employee requirements: managing schedule, completing expense reports, updating weekly KPIs, reporting work hours in LCPtracker’s HR application, etc.
• Attend special trainings, user group meetings and the LCPtracker Conferences, such as Ignite and Spark, as required.
• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Core Competencies

• Confidentiality: This role may be privy to confidential and/or sensitive information. Must demonstrate integrity in maintaining confidential and sensitive information and strict adherence to organizational policies and procedures.
• Communication Proficiency: Uses friendly and proficient communication to interact with a wide range of people, frequently exchanging information about office operations.
• Time Management: Must manage their own time, using an electronic calendar in an email program to set meetings, to request others to attend and to coordinate their responses. Responds to requests for attendance at various meetings.
• Technical Capacity: Proficiency with many kinds of office equipment, software, and technology that is used or managed.
• Initiative and Proactivity: Correctly anticipates a need, volunteers readily, and acts without being told to do so. Brings new ideas to the company. Undertakes self-development activities; seeks increased responsibilities; takes calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
• Drive for Results: Is goal-oriented; maintains focus on the objective.
• Problem Solving, Personal Judgment: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics. Solicits and applies feedback.
• Quality Management: Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Does not cut corners; monitors work to ensure quality; applies feedback to improve performance.

Education and Experience

• 1-2 years relevant customer success or relationship management experience.
• Project management experience preferred.
• Davis-Bacon or other Prevailing Wage compliance experience preferred.
• Two-year degree preferred.

Work Environment

This position operates in a professional office environment and role routinely uses standard office equipment such as computers, phones, mobile devices, photocopiers, filing cabinets and fax machines.

Physical Requirements

While performing the functions of this job, the employee is regularly required to sit; frequently required to talk and hear, use hands and fingers to type, scroll and use computer equipment. The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection of text/data in both print and electronic forms.

Ability to lift and move up to 25 pounds.

Position Type and Expected Hours of Work

This is a full-time non-exempt position. Days/hours worked are dependent on the workload at the time. General availability and presence in the office is expected during regular business hours Monday-Friday. However, some flexibility is allowed. Occasional evening and weekend work may be required as job duties demand.

Travel

There is no major travel requirement for this position. However, infrequent travel may be necessary to visit remote office(s), attend conferences/industry events, etc. Attendance at our corporate Staff Retreat is required. This event is a 2-3-day retreat.  Attendance at our User Conference as assigned.

Qualifications

Salary : $27 - $31