Customer Success Associate
We are seeking an experienced Customer Success Associate to join our team. The Customer Success team focuses on ensuring our clients see value planning their projects in Touchplan, as well as building engagement with the platform. Being part of this team will give you the opportunity to help build Touchplan’s business, help shape the Touchplan product, and to have a tangible impact on the projects of our clients. If you are looking for a job where you’ll be working on a dynamic team that’s driving a startup poised for explosive growth, this may be the right place for you!
Responsibilities
Develop a trusted-advisor / consultative relationship with clients, such that all activities are closely aligned with the success of their project in Touchplan
Launch projects and oversee client training/adoption of best practices, constantly building incremental value and return on the client’s investment
Work with calm professionalism, quick execution and a sense of urgency to uphold our reputation for excellent customer service
Work to resolve all product and project-related questions efficiently and effectively
Manage client expectations, assess needs and determine levels of adoption of the Touchplan platform across client project teams
Drive increased engagement for new and existing clients
Consistently track client interactions in Salesforce
Help specify, outline and advocate for UI/UX improvements based on customer feedback
Identify and strategize how the team can increase renewals, and keep churn to zero
Required Qualities and Skills
Bachelor’s degree from an accredited University or College
Excellent organizational, project management, consultative and time management skills
Passion for working on a small, dedicated, and determined team
Strong written and oral presentation skills, as well as active listening skills
A solid sense of empathy for clients, as well as a passion for revenue growth
Exceptional ability to multi-task in a fast-paced environment, balancing quality and speed
Bonus Skills
Construction management, architecture, engineering or project controls experience
Experience with Lean Construction and the Last Planner® System