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Customer Success Manager at ECi Solutions in Mount Laurel Township, New Jersey

Posted in Sales 30+ days ago.

Type: Full-Time





Job Description:

ECI is seeking a highly motivated, dynamic, high-energy professional to join ourLotVue team focused on best in quality Customer Success strategies to support small and medium sized residential construction contractor businesses.Working at ECI is an opportunity to work in an established growing company and fast-paced work environment that provides challenging, creative, and interesting work, as part of a professional team.

The Customer Success Manager will be responsible for strategies to support software adoption for the LotVue customer base post implementation.Customer Success Managers are responsible for driving business behavior to achieve customer satisfaction while driving software adoption and preventing churn.

Responsibilities:


  • Understand all of the capabilities of the product and be able to demonstrate functionalities within the system, as requested.

  • Dig in to understand how the product interacts with other products.

  • Mentor customers on use of LotVue in their business operationsand suggest ways on how to leverage it more effectively.

  • Learn and share howother builders are using LotVue and how they can apply certain functionalities to their own company.

  • Participate inthe hand-off process from sales to implementation to customer support.

  • Track and report product utilization, user engagement, and adoption of software modules

  • Review and maintain regular customer communication and help to manage expectations.

  • Develop relationships with key customer promoters and relevant industry leaders.

  • Assist existing customers regarding questions on their subscription.

  • Work with available internal systems to monitor and provide red flag predictable indicators of potential customer churn.

  • Identify problem accounts, understand their roadblocks, and work with team members to improve the customer journey.

  • Capture and report feature requests and suggestions customers may have on improving the product.

  • Monitor aging service requests and communicate with customers and our team members to establish communication.

  • Support sales team with product demos, as needed.

  • The Customer Success Manager will work Monday through Friday. Remote work option available.

Knowledge, Skills, Ability, Education & Experience:


  • Experience working for a web-based product (SaaS) organization.

  • A minimum of three years of account management or customer success experience.

  • Excellent verbal & written communication skills are required.

  • Strong interpersonal skills.

  • Enthusiastic, self-starter, quick learner.

  • Good attention to detail.

  • Professional & welcoming attitude.

  • Excellent analytical & troubleshooting skills.

  • Able to work independently and manage multiple projects.

  • Ability to negotiate and influence business decisions and directions.

  • Proficient with contemporary productivity tools - e.g Office 365, SharePoint, Salesforce, Teams, web conferencing.

  • Ability to work effectively within a fast paced, changing environment that is experiencing high growth.

  • Understanding of small and medium sized construction business operations, preferred.

  • Basic understanding of what of home builder / land developers process would look like.

  • Previous knowledge of MarkSystems a plus.

  • Ability to travel up to 15%.





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