Customer Success Lead, BIM

Customer Success Lead, BIM – RemoteCome 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

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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 po...