Customer Experience Manager

This position sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.

The MasterSpec Customer Experience Manager will play a key role, working with new and existing BPM (Building Product Manufacturer) customers to build and maintain strong relationships. Our Customer Experience Managers achieve this through understanding the customer’s business goals and objectives, developing rapport, and executing against a defined onboarding schedule.  As a MasterSpec Customer Experience Manager, you will be the first touch point in a customer’s experience and will be a critical player in driving long-term customer success.  

• Clearly communicate account setup requirements and onboarding timelines with customers and key stakeholders
• Educate customers on best practices, capabilities, and resources to simplify adoption and align expectations
• Develop deep understanding of the customers’ business and objectives
• Record customer implementation needs, requests, and questions in Gainsight and Salesforce and communicate with key stakeholders
• Collaborate with sales, training, operations, and product teams to improve the customer experience
• Leverage feedback for continuous improvement to the onboarding process
• Identify technical issues and escalate them to the appropriate team
• Track customer usage activity and provide appropriate follow up to ensure value propositions are being reinforced and customer is receiving good return on investment. 
• Developing action plans to correct if needed
• Partner with Customer Success Managers to create opportunities for upsell/cross-sell and maintain established retention rates
• Support the Customer Success Manager during onboarding, trainings, and renewal audit processes, including renewal reviews
• Support Customer lifecycle with account maintenance and touchpoints 
• Conduct live listing edit sessions with customers in one-on-one settings as well as large group sessions (facilitated either face to face or virtually through online meeting software and conference call)
• Responsible for keeping customer on track with set fulfillment timelines and updating customer provided content
• Track onboarding tasks against a schedule and coordinate with internal staff
• Demonstrate your teamwork by collaborating with teams at Deltek and ConstructConnect involved in MasterSpec
• Perform quality assurance checks to ensure that all setup work has been completed according to customer specifications.
• Special projects as needed  
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform

• Bachelor’s degree + 2 year of account management or sales experience OR associate degree and 3 years of account management or sales experience OR HS Diploma + 5 years of account management or sales experience OR 2 years of consistent at or above goals in a quota carrying ConstructConnect role.
• Strong communication skills, allowing you to function in a team setting and to establish relationships with valued customers
• Exposure to architects, engineers, contractors and owners (AECO) relationships and/or Building Product Manufacturers is a strong plus
• Self-motivated and able to work remotely
• Strong Word and Excel skills
• Excellent written and oral communication skills and experience
• Comfortable using and learning new technology
• Thrives in a fast-paced, multi-tasking, no-two-days-the-same environment

Physical Demands and Work Environment:

• The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes.
• Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace.
• Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence every Tuesday and Wednesday each week.
• All team members must reside and perform their work within the United States.

E-Verify Statement 

ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security. 

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