Customer Success Manager I

Customer Success Manager I 

Company Summary   

LCPtracker, Inc. is a cloud-based software (SaaS) provider specializing in labor compliance for public works construction projects. LCPtracker has offices in New Braunfels, TX, Orange CA, and Fenton, MI, and helps government agencies and prime contractors meet Davis-Bacon/prevailing wage compliance requirements on projects backed by federal, state, and/or local funding. Thousands of clients and over 100,000 contractors use LCPtracker for their certified payroll and construction site compliance needs. LCPtracker has been recognized year after year since 2017 as one of the “Best Places to Work” in Orange County by the Orange County Register. 

Position Summary  

LCPtracker Customer Success Manager I’s are the main points 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 training 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 trust-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 for 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 training, 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 list 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 

• Customer Success & Retention  

• Accounts & Relationship Management  

• Software Implementation  

• Customer Training & Enablement  

• Project Management  

• Customer Advocacy  

• Technical Aptitude  

• Problem Solving  

• Communication Skills  

• Stakeholder Collaboration  

• Analytical Thinking  

• Organization & Time Management  

• Regulatory Knowledge  

• Teamwork & Adaptability  

• Professionalism & Accountability

Work Environment 

This position performs its duties from the New Braunfels, TX office. The role operates in a professional office environment and routinely uses standard office equipment such as computers, phones, mobile devices, and related technology. 

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 and multiple screens; extensive reading; visual inspection of text/data in both print and electronic forms.   

Position Type and Expected Hours of Work 

This is a full-time nonexempt position. Days and hours worked are dependent on business needs and workload. General availability during regular business hours, Monday through Friday, is expected. Based on the candidate and /or position, a hybrid work arrangement may be considered; however, a minimum of three (3) or more days per week in the office is required to support executive collaboration, leadership presence, and cross-functional engagement. 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 annual User Conference as assigned. 

Salary Range 

The hourly rate range is $31.25-$33.65 per hour. Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. 

Benefits 

Along with competitive pay, as a full-time LCPtracker employee, you are eligible for the following benefits: 

• Paid Time Off 

• 10 Paid Holidays 

• Phantom Stock 

• 401k Plan with up to 4% company match 

• Medical Benefits (Health, Vision and Dental) 

• Life Insurance (company paid) 

• Long-Term Disability and Short-Term Disability (company paid) 

• Employee discounts and perks program   

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LCPtracker participates in the E-Verify Program. E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration. It allows employers to confirm an individual’s employment eligibility to work in the United States. View the attached notices, available in English and Spanish, for important information regarding the E-Verify program. E-Verify Notice (PDF); Right to Work Notice (PDF) 

LCPtracker, Inc. is an equal opportunity employer of all qualified individuals, including minorities, women, veterans, and individuals with disabilities, and regardless of sexual orientation or gender identity. LCPtracker, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances. 

LCPtracker is committed to the full inclusion of all qualified individuals. In keeping with our commitment, LCPtracker will take steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact the LCPtracker Human Resources Department at [email protected].  

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.