Customer Success Manager

Black & Decker (U.S.) Inc.; Arizona; Hybrid; USD 67,000 - 108,000; Full time

Benefits offered by this job

Discounts on Stanley Black & Decker &s

Comprehensive benefits: medical, life,

Job summary

Black & Decker (U.S.) Inc. seeks a Customer Success Manager to be a key link between customers and internal teams, facilitating product adoption and issue resolution in a remote, United States setting.

You will support end-users, expand user adoption, manage support tickets with engineering, and lead customer education efforts through trainings and knowledge resources.

Qualifications

• Bachelor’s degree or equivalent practical experience preferred.
• 1–3 years in customer support or SaaS environment.
• Willingness to learn construction technology industry.
• Modeling background (Revit or AutoCAD) helpful but not required.
• Explain technical concepts in a customer-friendly manner.
• Manage multiple priorities in a fast-paced environment.
• Customer-first mindset with empathy.
• Proficient with Microsoft Suite.
• Knowledge of construction, manufacturing or prefabrication preferred.
• Strong verbal and written communication skills.

Responsibilities

• Provide Tier 1 customer support and troubleshoot issues; manage tickets and coordinate with engineering for Tier 2-3 bugs.
• Support teammates and assist customers as needed.
• Lead education initiatives: training, user guides, knowledge base, webinars, and learning resources.

Skills

Customer support

SaaS experience

Technical communication

Multitasking

Learning mindset

Empathy

MS Office

Construction industry knowledge

Verbal and written communication

Education

Bachelor’s degree or equivalent practical experience

Tools

Revit

AutoCAD

Job description

Customer Success Manager –Remote United States

Come make the world and accelerate your success. It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 43,500 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:

As a Customer Success Manager, you’ll be part of our Construction Technology business, working as a virtual employee. The position serves as a key link between customers and internal teams to resolve issues, identify improvement opportunities, and promote successful product adoption. You’ll get to: Act as the primary point of contact for our customers and connect customers with the appropriate teams to address specific requests. Key responsibilities include supporting end-users, optimizing the value of our software, expanding user adoption, and identifying key risks to customer success.

• 70% - Customer Support – providing day to day support (Tier 1) and troubleshooting for existing customers; responsible for managing pipeline of support tickets and collaborating with engineering to solve Tier 2-3 issues and bugs
• 20% - Support teammates and help our customers as needed
• 10% - Manage education support initiatives, including customer training, user guides, knowledge base content, webinars, and learning resources.

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it.

• Bachelor’s degree or equivalent practical experience preferred
• 1–3 years of experience in customer support, help desk, or customer service, preferably in a SaaS or technology environment.
• A desire to get into the construction technology industry and willingness to learn
• A modeling background (Revit or AutoCAD) would be helpful, but not required
• Ability to explain technical concepts in a simple, customer-friendly manner.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-first mindset with a professional and empathetic approach.
• Proficient with Microsoft Suite applications
• Knowledge of the construction industry, manufacturing, or prefabrication is preferred
• Strong verbal and written communication skills and technical aptitude

The Details:

You’ll receive a competitive salary and a great benefits plan including:

• Medical, dental, life, vision, wellness program, disability, 401(k),Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

The Total Target Cash Compensation range for this position is $67,200.00 - $108,200.00. This is the lowest to highest total target cash compensation range we would pay for this role at the time of this posting. Total target cash compensation offered may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. This role is eligible for a sales incentive plan or commission. Therefore, the total target cash compensation range is inclusive of base salary and target variable cash compensation. Please note that salary is only one component of total rewards at Stanley Black & Decker. The target cash compensation range listed in this job posting reflects the range for the primary location specified. The cash compensation range may vary for other locations. The successful candidate may be eligible for annual merit increases.

• Medical, dental, life, vision, disability, 401(k),Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More: We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to: Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths. Learn: Have access to a wealth of learning resources, including our digital learning portal. Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity, and inclusion. Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

We Don’t Just Build The World, We Build Innovative Technology Too. Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

What You’ll Also Get Career Opportunity:

Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Benefits & Perks

You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

Learning & Development:

Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:

We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:

You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

EEO Statement:

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic. If you require reasonable accommodation to complete an application or access our website, please contact us at [phone] or at [e-mail]. Due to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.

Know Your Rights:

Workplace discrimination is illegal (eeoc.gov) For the builders and protectors, for the makers and explorers, for those shaping and reshaping our world through hard work and inspiration, Stanley Black & Decker provides the tools and innovative solutions you can trust to get the job done—and we have since 1843.