Customer Success Representative re - engaging and retaining Prophix customers using its financial performance platform. Driving renewals, adoption, and account expansion across a SaaS portfolio.
About the role
- Customer Success Manager driving adoption of Buildots’ AI construction intelligence platform across construction projects. Onboarding users, advising clients, and feeding project insights into product development.
Responsibilities
- Provide strategic advisory services to maximize customer adoption, implementation, and ROI from Buildots across multiple construction projects
- Lead relationships with key customer champions and represent the customer voice among internal delivery pods
- Set up and onboard all new projects within the portfolio
- Onboard new users and drive seamless technology adoption
- Train on-site users to use the system effectively
- Analyze project data and system usage to provide feedback to the product team and influence the product roadmap and features
- Work with the Customer Success team to shape and refine client delivery
- Create and update Customer Success delivery playbooks
- Collaborate with technical teams to ensure project data is correct as construction projects evolve
- Ensure each project's digital twin within Buildots remains current
- Support successful expansion within key customer accounts by sharing user stories and wins with account teams
Requirements
- At least 4 years of experience as a construction professional, preferably site based (i.e. Project Manager, Superintendent, Project Engineer, Project controller)
- Proven client-facing experience, whether in a B2B role or through working directly with owners and customers within the construction industry
- Comfortable with change management and able to learn from successes and failures to find better strategies and solutions
- Ability to effectively escalate to management when needed
- Proven stakeholder management and networking skills, with experience working with senior positions alongside junior team members within the customer base
- Ability to thrive in a fast-paced startup working environment while handling multiple priorities and maintaining high attention to detail
- Pro-active and independent achiever; self-learner able to handle a task from idea to production
- Ability to take full ownership of customers and find creative solutions for users and market
- Excellent written and verbal communication skills
- Ability to explain complex concepts in simple terms to clients, adapt to different cultural communication styles, and present in group settings
- Willingness to travel
- Candidates must be located in Toronto area
Benefits
- Remote/hybrid work arrangement
- Willingness to travel associated with the role
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Degree requirement
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