Customer Experience Manager - LaborChart

Procore Technologies
Overlandpark, KS
24 Nov 2024

Vacancy expired!

Job Description

We're looking for a detail-driven, dynamic leader to join the LaborChart as a

Customer Experience Manager. LaborChart is now a Procore company. Together, our integrated solutions will give contractors a holistic view of their workforce, ensuring they have the control they need to manage, schedule, and budget their labor.

As a

Customer Experience Manager, you'll join a growing Customer Experience team of professionals focused on partnership, problem-solving, and delivering delightful interactions. You'll help develop and improve systems and processes that help customers learn, adopt and use LaborChart over the long term. You'll manage a team of Account Managers focused on creating long-lasting partnerships based on success and value that lead to renewals and expansions. You'll be an authority on leading industry and technology practices while encompassing core values of Openness, Optimism and Ownership as you help contribute to a growing team and office.

This position reports to VP Finance & Operations, LaborChart and can be based in our Austin, TX, Overland Park, KS, Carpinteria, CA, or San Diego, CA office. We're looking for candidates to join our team immediately.

What you'll do:

  • Own the overall success of a team of Account Managers, including planning, executing, and staffing to assure an outstanding customer experience that decreases time-to-value, drives renewals, and contract expansions

  • Manage customer success outcomes, including increasing renewal rates and reducing churn, driving adoption and customer satisfaction, and fostering LaborChart advocates to refer new business

  • Create efficiencies in processes and procedures, continually seeking ways to promote product adoption

  • Establish and improve new customer and long-term customer lifecycle by implementing best practices, mapping the customer journey, and identifying opportunities for listening points and interventions

  • Manage team activities, including guiding team in customer issue resolution, escalations, product adoption consultations, and enhancing business review practices

  • Measure the effectiveness of the Account Manager team by refining operational metrics, KPIs, milestones, and long-term goals; create reporting and review cadences, provide status updates to the executive team

  • Hire, scale, and retain top talent by fostering a continuous learning environment, defining career paths, and evolving onboarding programs to reduce ramp time

  • Create a company-wide culture of customer experience and success across the organization (Marketing, Product, Sales, Finance, Executive)

What we're looking for:

  • ​​2+ years of experience in a Managing/Supervisory position for software Customer Experience/ Success/Service Teams (i.e., onboarding specialists, implementation managers, customer success managers, etc.)

  • 1+ years of experience with Financial, Construction, Project Management, or ERP software solutions preferred

  • Bachelor's Degree or equivalent experience

  • Customer support or implementation services experience on SaaS software platforms, including onboarding, training, and customer relationships

  • Deep understanding of value drivers in recurring revenue business models with experience managing or working within revenue-focused teams at a Saas company is preferred

  • An enthusiastic and creative leader with the ability to inspire and motivate others

  • Influence through persuasion, negotiation, and consensus-building

  • Empathy for customers and passion for revenue and growth

  • An analytical and process-oriented mindset with a desire for continuous learning and improvement

Additional Information

If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.

We are an equal opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.

Perks & Benefits

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: generous paid vacation, employee stock purchase plan, enrichment and development programs, and friends and family events.

  • ID: #23427150
  • State: Kansas Overlandpark 66204 Overlandpark USA
  • City: Overlandpark
  • Salary: USD TBD TBD
  • Job type: Full-time
  • Showed: 2021-11-24
  • Deadline: 2022-01-23
  • Category: Et cetera