Customer Success Manager

MOCA Systems, Inc.Boston, MA

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Job Description

Position Title: Customer Success ManagerLocation: Remote/Home Office (Central or Mountain Time Zone Preferred) About MOCA Systems, Inc. MOCA Systems, Inc. (MSI) is a leading software and services provider for the Architecture, Engineering, and Construction industry. MSI delivers innovative solutions to Owners, Engineers, Architects, and Contractors working on some of the world’s largest, most complex construction projects. A profitable firm with offices across the United States and partners around the globe, MSI’s services and technology offerings ensure that projects are delivered on time and on budget and fulfill all Owner expectations. To learn more, visitmocasystems.com. Position SummaryWe are seeking a Customer Success Manager (individual contributor) to join our team. The Customer Success team focuses on ensuring our clients maximize value in planning their construction projects using Touchplan®, as well as building engagement with the platform. Being part of this team will give you the opportunity to help build the Touchplan® customer base, help shape the Touchplan® product, and impact the construction industry through the support of construction project delivery. If you are looking for a job where you’ll be working on a dynamic team that’s driving explosive growth and delighting customers at the same time, this is the right place for you!  Essential Functions:

Develop a trusted advisor / consultative relationship with clients, such that all activities are closely aligned with the success of their construction project(s) in Touchplan®

Launch construction projects and oversee client training / adoption of best practices, constantly building incremental value and return on the client’s investment

Work with calm professionalism, quick execution and a sense of urgency to uphold our reputation for excellent customer service

Work to resolve all product and project-related questions efficiently and effectively manage client expectations, assess needs and determine levels of adoption of the Touchplan platform across client project teams

Drive increased engagement for new and existing clients

Consistently monitor and track client work on our CS platforms

Help specify, outline and advocate for UI/UX improvements based on customer feedback

Identify and strategize how the team can increase renewals, promote expansion, and keep churn to zero

10-15% travel as required to client sites or MSI facilities for meetings or other customer-facing activities
Regular Work Schedule: Mon. thru Fri. 8:30am until 5:30pm (Central or Mountain Time Zone)

Required Qualifications:

Bachelor’s degree from an accredited university or college or equivalent experience
2+ years of customer success or account management experience in the software industry with a track record of building trusted-advisor relationships with multiple clients
Excellent organizational, project management, consultative and time management skills 
Passion for working on a small, dedicated, agile and determined team
Strong written and oral presentation skills, as well as active listening skills 
Solid sense of empathy for clients, as well as a passion for revenue growth

Bonus experience or skills:

Construction management, architecture, engineering or project controls experience
Experience with Lean Construction and the Last Planner system

Initial Salary Range: $75,000 to $85,000 annually. Full benefit plan including medical, dental, vision, and life/disability insurance, 401(k) with generous employer match and an HSA employer contribution in certain circumstances is available. Our Solutions: Touchplan® Touchplan is the premier software offering of MOCA Systems, Inc. used on the most projects, by the most users, to optimize the largest construction volume, Touchplan is the number one production planning and analytics platform. The real-time, cloud-based solution uses the collaborative foundation of the Last Planner System® to prevent schedule and budget slippage. It also provides Owners and Contractors the instant insights they need to track progress and anticipate problems on projects. To learn more, visittouchplan.io. MOCA ServicesMOCA Services is a full-service provider for Owners in the design and construction industry. Our battle-tested programs help clients make their projects successful from project ideation, through construction, and to occupancy. MOCA Services is relationship-focused and provides solutions for on time, on budget, and on scope delivery of large, complex, and socially important projects. To learn more, visitmocaservices.com. Equal Opportunity Employer Statement:MOCA Systems, Inc. (“MSI”) is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind: MSI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at MSI are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, veteran, disability, or any other status protected by the laws or regulations in the locations where we operate. MSI will not tolerate discrimination or harassment based on any of these characteristics. MSI encourages applicants of all ages.

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