Customer Success Manager Details

Customer Success Manager

Fresnel Software Corporation - Denver, CO

Employment Type : Full-Time

Vitruvi is looking for an

Customer Success Manager

Who we are

Vitruvi Software is growing! With hundreds of billions of dollars being spent building fiber networks to support the explosion of broadband demands and connected devices—iOT, 5G, smart cities and smart grid, our addressable market is significant. We are transforming the telecom (wireless and wireline) telecom industry through our cloud-based construction management platform. Our customers have a need (knowingly and unknowingly) to partner with Vitruvi to manage these complex projects. By fully integrating the entire construction ecosystem on a modern cloud-based application, our clients can deploy networks at a lower cost, on a more predictable schedule, and with decreased requirements for working capital. We truly are “Contributing to a more connected world”.

About this position

Brace yourself, in this role you will be stretched, challenged, pushed, and grown. Vitruvi is a disruptive solution and our customers are often late adopters when it comes to technology. Experience in knowing all aspects of our customers’ telecom deployments is the key pathway to map a way forward for a Vitruvi adoption.

We are looking for an individual who will be responsible and accountable for onboarding, communication, training, and the overall experience of Clients within Vitruvi’s portfolio

Internally, you will serve as a voice for our customers, providing feedback to the product team, transitioning customers from our sales team, and providing examples of powerful use cases of our features to support our marketing efforts.

About you

You are a motivated individual with a strategic and growth mindset looking to expand or transition your career towards a technology focused industry. A team player with high energy who is passionate about new technology.

As a customer success manager, you will support our new and existing customers as they on-board and start their journey with Vitruvi. You will be passionate about creating relationships with people, and helping those people do the very best that they can do in their role. You will be an organized individual with an excellent eye for detail. You should be motivated by a fast-paced environment, and revel in opportunity for growth and success.

Responsibilities

• Support our culture and align with Vitruvi’s values
• Be a team player and work closely with all members of the Customer Success team to deliver value to our customers.
• Manage every aspect of the customer journey to ensure that value is delivered
• Identify opportunities for growth and maximize the client’s realized and potential value from their investment in Vitruvi
• Act as the primary liaison between the customer and Vitruvi’s internal stakeholders.
• Conduct frequent and measurable assessments related to account health statuses
• Promptly respond and address client questions and issues, including those pertaining to workflows, communications, product functions, and implementation approaches
• Keep track of client engagements, milestones, and maintain appropriate communication channels internally and externally of Vitruvi
• Develop, improve, and execute key account documentations including Statement of Works, Proof of Concepts, Close-outs, and client presentations
• Work with Clients to build the best configuration of Vitruvi to match their business needs

Job Requirements

• 5+ years of experience in customer success, customer service or similar role.
• Telecom construction and project management industry experience a strong benefit.
• Successful completion of a post-secondary degree/diploma in
• Business, Communication, or equivalent work experience
• Possess strong verbal, written, social, presentation, and interpersonal skills
• Demonstrate the ability and mindset to lead the delivery of complex projects with a high degree of efficiency and minimal risk
• Experience driving escalations and remediations both internally and with customers
• Ability to utilize qualitative and quantitative analytical skills and practice sound judgment when making decisions
• Strong teammate and self-starter
• Willingness to travel up to 30%

What we offer

• The chance to be a ground-floor contributor in a highly disruptive start-up that is positioned to make waves in the construction management software space.
• Vibrant and fast-moving work environment, where you will be able to grow.
• Flexibility to set your own way of working and schedule.
• Highly engaged and inspiring team working in a values-based culture.
• The chance to have an impact on the evolution and marketing of this amazing technology.
• Competitive compensation and benefits package.