Customer Success Manager - Mission Critical (US)

This is a remote position.

Evercam is an AI-powered, market-leading construction technology solution designed to improve productivity and visibility on construction sites around the world.

We have always been at the forefront of creating a global, remote, and multicultural team, now we want to take this to the next level. With team members based in Ireland, UK, US, SG, AU, Philippines, Algeria, Poland, Pakistan and more, we believe this is the future, and we want to build a world-class company that is an example of that.

We are looking for a technically savvy customer success manager with a construction background who possesses a strong drive for results. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimising churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximise value, and create strategies to grow our customer base.

Duties and Responsibilities:

• Develop and manage client portfolios. 
  

• Build a strong relationship with Mission Critical customers.
  

• Sustain business growth and profitability by maximising value.
  

• Find and nurture new opportunities to increase revenue.
  

• Analyse customer data to improve customer experience.
  

• Be an expert in all aspects of the Evercam platform.
  

• Hold product demonstrations for customers.
  

• Evaluate and improve tutorials and other communication infrastructure.
  

• Mediate between clients and the organisation.
  

• Handle and resolve customer requests and complaints.
  

• Manage project level end dates, extensions and renewals.
  

• Minimise customer churn.
  

• Aid in product design and product development.
  

• Manage the product feedback loop and identify customer insights.
  

• Meet KPI’s and targets as set by your manager.
  

Requirements

Qualifications:

• 2 years Construction experience, ideally in data centres or pharmaceutical
  

• 3 years customer facing experience
  

• CRM / Zoho experience
  

• Data driven in decision-making
  

• Fluid understanding of Mission Critical projects
  

• Cross departmental management experience
  

• Lead by example and drive Evercam's cultural values
  

• Proven ability to influence cross-functional teams
  

• Build and nurture cross-departmental relationships
  

• Strong interpersonal skills / internal communication
  

• More importantly, be the voice and eyes of the company mission, vision and values
  

Benefits

What Evercam offers:

• A world-class team built around talents all over the world. Our people are our greatest assets.
  
• A strong, positive and collaborative culture that empowers people to do their best work
  
• We provide all the tools and all resources needed to be successful in your role
  
• Clear progression within a rapidly growing company
  
• A high degree of autonomy is encouraged to match your experience, ability and attitude
  
• A role working in a highly motivated team environment
  
• A truly global company with a clear vision.