Customer Success Manager

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples’ work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson’s legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don’t just have a career, you have a purpose.

Our family-oriented environment is built on safety, winning, growth, and professional achievement.
Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason: our people represent Peterson, our family, our brand, and our values.

You have high expectations too.
You are exceptionally motivated, have outstanding skills, and want your work to matter.Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business.

It’s time to use your skills and passion to do work that matters!

Job Description

BuildingPoint Pacific has a need for a Customer Success Manager based at our San Leandro, CA location.

SUMMARY

The Customer Success Manager directs the day-to-day operations of the customer success team focused on providing customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and that will drive sales and increased revenue. This position is responsible for implementing strategies and processes that deliver consistent customer satisfaction through all phases of the customer lifecycle and that promote retention.

The Customer Success Manager is also responsible for overseeing all operations of the BuildingPoint Pacific sales support department, including all sales support activities, sales support personnel, providing excellent support to customers and other departments with a focus on customer success, product training and product and application support. The Customer Success & Services Manager is also responsible for the growth and execution of the professional services we provide, such as Scanning and VDC Services.

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Operate as profit center and within scope of company mission statement; develop and monitor budget; act to control costs and reduce expenses; contribute and encourage the submission of cost improvement ideas. Oversee and establish revenue generating objectives, pricing and billing improvements.

• Ensures that customer onboarding processes are precisely executed to build a strong customer relationship foundation. Collects and responds to feedback with focused support for identified customer needs and challenges.

• Promote, grow and execute professional services such as training, scanning and VDC services. This includes managing our services personnel and all projects where we are involved.

• Collaborates with sales, vendors, and other customer-facing functions to deliver solutions and tools.

• Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success.

• Maintain good customer relations; intercede to help resolve problems and enhance relations; assist with warranty claims as needed.

• Establish customer training programs and curriculum.

• Review and modify Service and support agreements.

• Be a driving force in customer success objectives.

• Review and improve on current process and procedures, including but not limited to training and overall team efficiency.

• Maintain strong relationships with our manufacturers such as Trimble

• Work with the BPP sales and admin teams on continued improvements.

• Supplement other marketing efforts; stimulate and promote use of company service capabilities; provide quotes…