Customer Success Manager

Newforma; Greater London; Vor Ort; GBP 50.000 - 80.000; Vollzeit

Zusammenfassung

Newforma is seeking a bilingual Customer Success Manager to help customers maximize value from Project Information Management and BIM Coordination software. You will guide onboarding, build relationships with stakeholders, and act as a trusted advisor to drive retention and expansion.

You will work with sales to support prospects, conduct product demonstrations, and provide industry expertise to customers evaluating our software. International travel up to 25% is expected.

Qualifikationen

• Bilingual in English and French (verbal and written).
• Minimum 3 years of experience in a construction-related industry.
• Excellent verbal and written communications skills in English are mandatory.
• Construction software implementation or training experience is a strong asset.
• Experience in customer success, account management, sales support, or technical consulting in a software/SaaS company.
• Knowledge of BIM coordination, Project Information Management, or related construction/design technologies.
• Strong communication and presentation skills to engage both technical and non-technical stakeholders.
• Ability to travel domestic and internationally (up to 25%).

Aufgaben

• Guide new customers through onboarding to ensure successful adoption.
• Develop relationships with key customer stakeholders and provide best practices.
• Advocate for customers, address issues, and work with internal teams to improve the product experience.
• Drive retention and identify opportunities for product expansion through upselling and cross-selling.
• Gather customer insights and relay feedback to product and engineering teams.
• Track and analyze customer usage, engagement, and satisfaction for long-term success.
• Collaborate with sales to assist in demos, proofs of concept, and technical discussions to convert prospects.
• Provide industry expertise and use case recommendations to potential customers evaluating our software.

Kenntnisse

Bilingual: EN/FR

Communication

Ausbildung

Post-Secondary Degree

Tools

BIM coordination software

Jobbeschreibung

We are looking for a bilingual (English and French) Customer Success Manager. This position will play a critical role in ensuring Newforma customers maximize the value of Newforma’s Project Information Management (PIM) and BIM Coordination software. You will serve as a trusted advisor, helping design and construction firms optimize their workflows, improve collaboration, and drive successful project outcomes. In addition to customer retention, you will work closely with sales to support prospects during the evaluation process and contribute to new business growth.

In This Role, Your Responsibilities Will Include

• Guide new customers through a structured onboarding process, ensuring successful adoption of our software.
• Develop strong relationships with key customer stakeholders, providing best practices and proactive guidance.
• Act as the customer’s advocate, addressing issues, providing solutions, and collaborating with internal teams to enhance the product experience.
• Drive customer retention and identify opportunities for product expansion through upselling and cross-selling.
• Gather insights from customers and relay feedback to the product and engineering teams to drive continuous improvement.
• Track and analyze customer usage, engagement, and satisfaction to ensure long-term success.
• Partner with the sales team to assist in product demonstrations, proof-of-concept projects, and technical discussions to help convert prospects into customers.
• Provide industry expertise and use case recommendations to potential customers evaluating our software.

Requirements For The Position Include

• Bilingual in English and French (verbal and written)
• Minimum 3 years of experience in a construction-related industry
• Excellent verbal and written communications skills in English are mandatory (USA and International Markets focused position)
• Construction Software implementation or training experience is a strong asset
• Experience in customer success, account management, sales support, or technical consulting in a software/SaaS company.
• Knowledge of BIM coordination, Project Information Management, or related construction/design technologies.
• Strong communication and presentation skills to engage both technical and non-technical stakeholders.
• Ability to troubleshoot customer challenges and work cross-functionally to resolve issues.Ability to travel domestic and internationally (up to 25%)

Nice To Have Qualifications For This Position Include

• Post-Secondary Education Degree
• Experience working in or supporting Architecture, Engineering, or Construction (AEC) firms.
• Understanding of construction project lifecycles, document management, and compliance requirements.
• Prior experience in change management, software implementation, or workflow consulting.