Remote Customer Experience Manager - Onboarding & Success

ConstructConnect, Inc.; Cincinnati (OH); Ibrido; USD 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

ConstructConnect, Inc. in Cincinnati seeks a MasterSpec Customer Experience Manager to build and maintain strong BPM customer relationships, drive onboarding, and ensure long-term success.

You will be the first touch point in the customer journey and will coordinate with Sales, Training, Operations, and Product teams to deliver seamless adoption. Responsibilities include onboarding, analytics tracking, renewals support, and collaborating across Deltek and ConstructConnect teams to improve the

Competenze

• Bachelor’s degree + 2 year of account management or sales experience.
• Strong communication skills, allowing you to function in a team setting and to establish relationships with valued customers.
• Exposure to 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 environment.

Mansioni

• Clearly communicate onboarding requirements and timelines with customers and stakeholders.
• Educate customers on best practices and resources to simplify adoption.
• Develop understanding of customers' business and objectives.
• Record implementation needs in Gainsight and Salesforce; coordinate with stakeholders.
• Collaborate with sales, training, operations, and product teams to improve the customer experience.
• Use feedback for ongoing onboarding improvements.
• Identify issues and route to the appropriate team.
• Track usage and follow up to reinforce value and ROI.
• Create action plans to address gaps.
• Partner with Customer Success Managers to create upsell/cross-sell opportunities.
• Support onboarding, trainings, and renewal audits.
• Support lifecycle with account maintenance and touchpoints.
• Lead live listing edit sessions with customers individually and in groups.
• Keep customers on track with fulfillment timelines and updated content.
• Track tasks against schedule; coordinate with internal staff.
• Collaborate with Deltek and ConstructConnect teams involved in MasterSpec.
• Perform QA checks to ensure setup meets specifications.
• Handle special projects as needed.
• Duties are not limited to listed items.

Conoscenze

Strong communication skills

Self-motivated

Remote work capability

Microsoft Word

Microsoft Excel

Excellent written and oral skills

Teamwork

Adaptability in fast-paced environment

Relationship-building with AECO

Technology-savvy

Formazione

Bachelor’s degree + 2 year of account management or sales experience

Associate degree + 3 years of account management or sales experience

HS Diploma + 5 years of account management or sales experience

2 years of consistent at or above goals in a quota carrying ConstructConnect role

Strumenti

Gainsight

Salesforce

Descrizione del lavoro

ConstructConnect, Inc. in Cincinnati seeks a MasterSpec Customer Experience Manager to build and maintain strong BPM customer relationships, drive onboarding, and ensure long-term success.

You will be the first touch point in the customer journey and will coordinate with Sales, Training, Operations, and Product teams to deliver seamless adoption. Responsibilities include onboarding, analytics tracking, renewals support, and collaborating across Deltek and ConstructConnect teams to improve the