Customer Success Lead

Location: Phoenix, AZ, United States

Job Description:

Customer Success Lead, BIM – Remote

 

Come build your career.

 

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 43,500 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

 

The Job:  

As a Customer Success Manager within our Construction Technology business, you will be joining our growing SaaS Team as a remote employee, and will be responsible for establishing and building customer relationships to promote customer retention and loyalty.

You will work cross-functionally with Sales, Product, and Customer Experience teams to address customer needs. Key responsibilities include onboarding new customers, training end-users, optimizing the value of our software, expanding user adoption, and identifying key risks to customer success. This is an excellent opportunity for someone who thrives in a fast-paced SaaS environment and is passionate about building long-term customer partnerships

You’ll get to:  

• Pre-sales – assisting sales representatives for technical demos and presentations (new customer acquisition) - 15%
• Implementation – onboarding for new customers and existing customers who expand substantially (implementation is required for revenue recognition because only then do customers receive the value of the product) - 50%
• Customer Support – providing day to day support (Tier 1) and troubleshooting for existing customers; responsible for managing pipeline of support tickets and collaborating with engineering to solve Tier 2-3 issues and bugs - 15%
• Support teammates and help our customers as needed - 20%

 

The Person:  

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have: 

• Bachelor’s or Associate degree (Technology or business-related field) or 5+ years of experience with Revit focused on Mechanical, Electrical or plumbing systems

• 2+ years of experience teaching, guiding, mentoring in the use of Revit

• 3+ years of experience in functional consulting, construction management, customer success, or in a pre-sales software solution capacity
• Proven ability to map the customer’s business process to product capability

• Proven success managing customer relationships and driving retention, adoption, and growth

• Knowledge of the construction industry
• Experience analyzing data, trends and client information to identify product or service growth opportunities

• Strong communication and presentation skills, with the ability to engage senior stakeholders
• Strong analytical and problem-solving skills
• Strong organizational/time management skills  and ability to manage multiple priorities in a fast-paced environment

• undefined

The Details:

You’ll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.

 

And More:

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

 

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

 

#LI-Remote 

#LI-AF

The Total Target Cash Compensation range for this position is $105,000.00 - $169,000.00

• This is the lowest to highest total target cash compensation range we would pay for this role at the time of this posting. Total target cash compensation offered may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. This role is eligible for a sales incentive plan or commission. Therefore, the total target cash compensation range is inclusive of base salary and target variable cash compensation. Please note that salary is only one component of total rewards at Stanley Black & Decker.​

• The target cash compensation range listed in this job posting reflects the range for the primary location specified. The cash compensation range may vary for other locations.​

• The successful candidate may be eligible for annual merit increases. ​

• Medical, dental, life, vision, disability, 401(k),Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being. ​

• Discounts on Stanley Black & Decker tools and other partner programs.

 

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

 

Who We Are 

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company. 

 

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

 

Benefits & Perks

You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

 

Learning & Development: 
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

 

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

 

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

 

EEO Statement:
All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.