ABOUT ALIGNOPS

AlignOps is a rapidly growing technology provider that serves the construction industry. We are made up of individuals who share a common commitment to innovation, creativity, integrity, and delivery beyond our customers’ expectations.
AlignOps delivers operational tools to scale and grow the construction business. With powerful solutions configurable to meet our customers’ unique needs, AlignOps powers construction operations to increase productivity, improve safety, and deliver more profitable projects. As a technology partner, we transform operational data into a strategic asset that provides the visibility and control to make informed decisions that yield tangible results.
We seek talented individuals who thrive in a dynamic, challenging, and rewarding work environment and emulate humility, drive, transparency, and customer service in everything they do.

JOB DESCRIPTION

As a Customer Success Manager in the Construction Technology SaaS space, you will play a crucial role in ensuring the success and satisfaction of our existing customers. Your primary focus will be on building and maintaining strong relationships, driving adoption and utilization of our technology, managing annual renewals, identifying upsell opportunities, and exploring avenues for account expansion. You will act as an advocate for the customers by engaging the Product, Support and Training teams within AlignOps as appropriate.

QUALIFICATIONS

• Proven experience as a Customer Success Manager or in a similar customer-facing role, preferably in the Construction Technology or SaaS industry.
• Excellent Communication and Interpersonal skills.
• Proactive attitude with a focus on problem-solving.
• Ability to analyze data and derive insights to guide customer success satisfaction.
• Familiarity with CRM software and other tools.
• Successful CSMs on our team are highly inquisitive, active listeners, patient, coachable, organized, humble, strong relationship-builders, optimistic, proactive, skilled at managing multiple priorities, and demonstrate high integrity.
  This is a full-time remote position located in the US. Employees hired within a designated radius of the office are expected to work on-site according to a schedule set by management based on the requirements of their role.

• Customer Relationships
• Develop and maintain strong, lasting relationships with key stakeholders (e.g., VP of Ops, CFO, Director, Warehouse Manager).
• Act as the main point of contact for customer inquiries, issues, and escalations.
• Willing to visit customers on-site.
• Lead customer-facing meetings with C-Level audience during Pulse Calls, Welcome Calls and Renewal discussions.
• Drive Adoption and Utilization
• Work closely with customers to understand their business needs and ensure optimal utilization of our Platform. These discussions should be supported by data from our platform to give evidence for utilization or lack thereof.
• Conduct regularly scheduled Check In calls to better understand usage and metrics.
• Renewals
• Own the end-to-end renewal process, ensuring renewals are closed “in month” and minimizing churn.
• Use data and our relationships to identify potential renewal risks and implement strategies to mitigate them.
• Aim for multi-year contracts.
• Upsell Opportunities
• Use platform data to identify and pursue upsell opportunities based on an understanding of the customers evolving needs and our product offerings.
• Meet or exceed upsell targets by utilizing the data to strategically add to your pipeline.
• Systems and Reporting
• Keep your accounts and contact records up to date with accurate information within Salesforce and forecast on a weekly basis.
• Use the tech stack provided to research your accounts, identify upsell opportunities, and work with Account Executive(s) to identify expansion opportunities.
• Other duties as assigned