Customer Success Manager

About This Role

This Customer Success Manager role is for a product expert and delivery engine who will partner with a Relationship Manager to demonstrate the value of the company's contractor management platform to clients. The focus is on achieving time to first value, driving user adoption, attributing value, and improving customer sentiment. The ideal candidate thrives in a fast-paced environment, is passionate about innovation in transitional industries, and is proactive in creating solutions.

Responsibilities

• Identify and execute on client value opportunities, discovering pain points, finding value, building a plan, and delivering it
• Understand what each client values, continuously adapting to changes at the point of sale, as champions evolve, and as organizations change
• Stay attuned to the product and user level, understanding user experiences and changes
• Own value attribution and document cost savings, time saved, risk reduced, and process improvements to the value vault continuously, feeding this information to the Relationship Manager
• Advocate for the customer internally, acting as the customer's voice to Product, Engineering, and leadership
• Create and follow up on idea tickets using existing processes
• Drive adoption by understanding user needs, connecting the platform to their specific requirements, and demonstrating value in their terms
• Run a detractor management plan on every account, knowing each detractor by name, having a plan for each, and converting detractors to neutrals and neutrals to advocates
• Build advocacy with individual contributors and managers, driving insights upward from the operational floor to decision-makers
• Capture client referrals and references, turning advocates into references, case studies, and referrals
• Own client NPS, using it as a signal and scorecard, and tracking with quality

Requirements

• Thrive in a fast-paced, ever-evolving environment
• Passionate about bringing innovation to transitional industries
• Experience in Heavy Industry or Technology
• Proactive at creating creative solutions to complex problems
• Client-focused, committed to delivering exceptional service
• Excel at collaboration
• Treat AI as a core part of how you work

About the Company

Pay Shepherd envisions a future where heavy industrial sites operate with maximum efficiency and minimal administrative burden. The company's strategy focuses on building a comprehensive and user-friendly contractor management platform to foster better relationships between contractors and clients and ensure project success. They have an aggressive growth plan.