Customer Success Manager, Commercial Named

About the role

Join BuildOps, the largest commercial trade platform in the country, as we transform the multi-billion dollar commercial contracting industry!

We’re not just talking incremental improvements—we’re talking a full-scale revolution, empowering the hardworking heroes who build and maintain the infrastructure that keeps our world running.

Responsibilities

• Assist customers with all aspects of our software through phone, email, and Zoom screen-sharing sessions, with a primary focus on customer success, support, and satisfaction.
• Become a BuildOps product expert and help both customers and co-workers succeed by identifying creative solutions to unique workflow requirements.
• Utilize support tools such as Monday.com, JIRA Service Desk, UserGuiding, and OpenPhone to efficiently handle customer cases and track personal performance.
• Collaborate as part of a tight-knit team, working together to provide superior technical support while maintaining a positive environment.
• Troubleshoot and submit bugs to our developers acting as the primary driver from bug ticket creation through resolution.
• Champion customer needs internally by providing feedback and escalating requirements, ensuring that they receive the attention they deserve.
• Travel on-site to our customers’ office locations in order to assist with their initial BuildOps implementations.

Requirements

• Extraordinary people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types.
• Excellent written and verbal communication skills.
• Highly organized with impeccable attention to detail.
• Thirst for knowledge and willingness to learn.
• Strong product instincts with the ability to document issues concisely.
• Ability to thrive within a collaborative team environment and understands that we succeed or fail together.
• Capable of efficiently learning and using complex software as well as teaching all aspects of that software to others.
• An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities.
• Intelligent, self-motivated, quick thinking, and fast learning.
• Demonstrated ability to succeed in a challenging, fast-paced environment.
• A.B. or B.S. degree from a top university.
• Willing to work during EST business hours.
• Prior knowledge or ability to quickly learn Accounting ERP systems like Quickbooks Online/Enterprise, Sage 300 CRE/Intacct, Viewpoint Vista/Spectrum preferred.

Qualifications

• Willingness to work during EST business hours.

Skills

• Customer Success Management
• Technical Support
• Collaboration
• Problem-Solving
• Product Expertise
• Customer Relationship Management

Benefits

Generous equity grant, become an owner in our company!

A comprehensive benefits package

Flexible PTO and hybrid work schedules

One-time work-from-home allowance

Hubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days

Company events and team-building activities, both in-person and virtual

Fast-paced, collaborative, and dynamic work environment

Opportunities for growth and career advancement

The chance to work with cutting-edge technology and innovative solutions

The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

Pay

Raleigh: $72,000 - 90,000k base salary range + annual bonus opportunity up to 30%

Schedule

EST business hours