Customer Success Manager - Kimley-Horn and Associates : Job Details

Overview

Are you looking to do something big? Would you like to be a part of building something that you can look back on with pride at the end of your career? Do you want to join a group of a highly talented, smart, and motivated professionals? Can you imagine yourself working for a company that values your ideas and generously rewards those that put in max effort?

Kimley-Horn is looking for a post-sales Customer Success Manager to join our Firmwide Technology Solutions team! You will have the opportunity to contribute to exponential growth with new and existing customers in a fast-paced, start-up like environment. This is a highly cross-functional role with great opportunity to expand Kimley-Horn's SaaS business in its next stages of growth.

Responsibilities

* Understand what success looks like for each client and enable them to reach their goals

* Proactively communicate new features, product enhancements and release details to customers

* Develop and implement strategies to alleviate client concerns and provide recommendations for improving their experience

* Gather user feedback and provide to Product, Sales, and Marketing Teams to drive multidisciplinary advancement strategies

* Make solution configuration changes upon client request

* Onboard new clients and drive adoption

* Conduct new user training during client onboarding and thereafter

* Identify opportunities to expand the use of technology solutions within client accounts

* Cultivate and grow working relationships with internal partners across the firm

* Collaborate with internal teams/partners to align sales plans and objectives

* Support and/or lead product demonstrations internally and externally via presentations, webinars, in-person meetings, tradeshows, and conferences

* Willingness and ability to travel

* Perform other duties as needed or assigned

Qualifications

* Bachelor's Business Administration or a related field

* 6-10 years of experience in customer success or account management

* Experienced CRM user, preferably Dynamics 365

* Effective communicator with emotional intelligence

* Confident, outgoing personality

* Ability to understand and communicate software functionality

* Passion, drive, and self-motivation

* Team player with a positive attitude/client service mentality

* Experience in SaaS application configuration is a plus

* Experience in the AEC industry is a plus

Responsibilities - Understand what success looks like for each client and enable them to reach their goals - Proactively communicate new features, product enhancements and release details to customers - Develop and implement strategies to alleviate client concerns and provide recommendations for improving their experience - Gather user feedback and provide to Product, Sales, and Marketing Teams to drive multidisciplinary advancement strategies - Make solution configuration changes upon client request - Onboard new clients and drive adoption - Conduct new user training during client onboarding and thereafter - Identify opportunities to expand the use of technology solutions within client accounts - Cultivate and grow working relationships with internal partners across the firm - Collaborate with internal teams/partners to align sales plans and objectives - Support and/or lead product demonstrations internally and externally via presentations, webinars, in-person meetings, tradeshows, and conferences - Willingness and ability to travel - Perform other duties as needed or assigned