Remote BIM Customer Success Lead for SaaS Adoption

Stanley Black & Decker, Inc.; Arizona; Hybrid; USD 105,000 - 169,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

Employee Stock Purchase Plan

Paid time off

Tuition reimbursement

Tool discounts

Job summary

Stanley Black & Decker, Inc. is seeking a Customer Success Lead for BIM to work remotely within the United States.

You will be responsible for establishing and building customer relationships to promote retention and loyalty, coordinating with Sales, Product, and Customer Experience teams to address needs and drive value realization. You’ll onboard new customers, train end-users, optimize software value, expand adoption, and identify risks to customer success in a fast-paced SaaS environment.

Qualifications

• Bachelor’s or Associate degree (Technology or business-related field) or 5+ years of experience with Revit.
• 2+ years of experience teaching, guiding, mentoring in the use of Revit.
• 3+ years of experience in functional consulting, construction management, customer success, or in a pre-sales software solution capacity.
• Proven ability to map the customer’s business process to product capability.
• Proven success managing customer relationships and driving retention, adoption, and growth.
• Knowledge of the construction industry.
• Experience analyzing data, trends and client information to identify product or service growth opportunities.
• Strong communication and presentation skills, with the ability to engage senior stakeholders.
• Strong analytical and problem-solving skills.
• Strong organizational/time management skills and ability to manage multiple priorities in a fast-paced environment.
• Unspecified

Responsibilities

• Pre-sales – assisting sales representatives for technical demos and presentations (new customer acquisition) - 15%
• Implementation – onboarding for new customers and existing customers who expand substantially (implementation is required for revenue recognition because only then do customers receive the value of the product) - 50%
• 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 - 15%
• Support teammates and help our customers as needed - 20%

Skills

Communication

Presentation skills

Analytical thinking

Time management

Multi-priority management

Revit knowledge

Education

Bachelor’s or Associate degree (Technology or business-related field) or 5+ years of Revit experience

Tools

Revit

Job description

Stanley Black & Decker, Inc. is seeking a Customer Success Lead for BIM to work remotely within the United States.

You will be responsible for establishing and building customer relationships to promote retention and loyalty, coordinating with Sales, Product, and Customer Experience teams to address needs and drive value realization. You’ll onboard new customers, train end-users, optimize software value, expand adoption, and identify risks to customer success in a fast-paced SaaS environment.