Customer Success Specialist

Description

About the Customer Success Specialist Position

Beck Technology is expanding our Customer Success team! We are hiring Customer Success Specialists to work with clients after Implementation and throughout their journey with our DESTINI suite of products. After completion of the software Implementation, the Customer Success Specialist works with clients to take them from a foundational understanding of the technology and grows them into master users. The Customer Success Specialist is the liaison between the client and the Beck Technology team, including the Product and Sales departments.

As a Customer Success Specialist, you will work as part of an internal team, both with the Customer Success Team and Account Managers, focused on exploring and finding creative solutions to meet our users' needs. At Beck Technology, our goal is to create long-lasting partnerships, and our Customer Success team plays a significant role in making sure our customers have a great experience.

This position is based in Dallas, TX, and we are looking for someone to join our team immediately. Although we are located in Dallas, TX, we support a hybrid work environment to include fllexible and full-time-remote US-based team members. We are looking for someone to join our team immediately.

This role will report to the Customer Success Leader.

Requirements

You can succeed in this role if the following describes you!

We are looking for construction industry professionals with experience working for a commercial construction firm and a desire to work with construction technology. Specific experience in the preconstruction side of the industry is required, and the ideal candidate will have 2-4 years of experience estimating/bidding a variety of projects. Knowledge of construction systems and means and methods is a requirement. The candidate should have a strong passion for delivering a high level of customer service and strong empathy for customers. You can evaluate customer workflows and help them find efficiencies that fit in their business model. Being able to get up to speed on DESTINI Estimator and DESTINI Data Manager quickly is a must. This candidate should be passionate about modernizing the Preconstruction industry.

You will bring bonus points if you have:

• Experience with the DESTINI Suite of products (Estimator, Data Manager, and Bid Day).

Knowledge, Skills, Abilities:

• Successfully complete DESTINI Estimator self-paced training.
• Master Beck Technology’s product offerings and be able to demonstrate the technology to others.
• Ensure clients understand the value DESTINI Estimator delivers to their business through regular meetings and interactions with clients, primarily over the web.
• Work closely with Beck Technology Account Managers to communicate client status and account health.
• Gain a deep understanding of your customers’ business goals by building trust and creating relationships with users and Executives.
• Communicate with fellow team members via instant messaging, email, phone, and face-to-face meetings.
• Be actively involved in testing prerelease versions of the software and proactively work with clients to incorporate changes in the technology into their workflow.
• Live our core values – Passion, Innovation, and Caring

30 - 60 - 90 Day Goals

Within 30 days:

• Complete competence matrix
• Develop training plan to fill holes in competence matrix
• Execute training plan by spending time with our data integration specialists
• Shadow one commercial/territory and Enterprise implementation
• Meet with support and document who does what for rest of services department
• Shadow support on tech support – potentially solving some of the inbound issues

Within 60 days:

• Continue to shadow one commercial/territory and Enterprise implementation
• Shadow CS meetings
• Assignment to first CS accounts as CS Lead
• Enhancement request process (dev ops)/enhancement request meetings/Tracking requests\

Within 90 days:

• Take lead on independent CS meetings
• Build client load to full complement of CS accounts by end of 90 days

Beck Technology is committed to creating a diverse and inclusive work environment. We are proud to be an equal opportunity employer. We recruit, employ, train, compensate, and promote regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Join our team at Beck Technology - where a diverse group of talented people do their best work!

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