Customer Success Manager - Architecture, Engineering & Construction

CUSTOMER SUCCESS MANAGER - ARCHITECTURE, ENGINEERING & CONSTRUCTION
REMOTE US

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 22,000+ customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

Invested Relationships

Fiscal Prudence

Candid Conversations

ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.

The Customer Success Manager – AEC provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our most strategic AEC customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.

WHAT YOU’LL DO:

• Become a product expert including the technical workings and practical business application.
• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
• Keep customers informed of process and procedural changes.
• Manage resolution of escalated customer issues.
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.

YOUR QUALIFICATIONS:

• Experience working with Architecture, Engineering & Construction customer or worked in the AEC industry
• Demonstrated success managing customer relationships in a B2B SaaS company
• Demonstrated capability to identify and mitigate risk.
• 3+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience
• Experience working across multiple, internal teams to resolve customer issues quickly and effectively.
• Prior experience in AEC, life sciences, and financial services experience highly preferred.
• Previous experience with tech companies, specifically SaaS solutions, preferred.
• Excellent communication skills (writing, listening, phone).
• A team player capable of high performance and flexibility working in a dynamic environment.
• Travel required (estimate 10%).

COMPENSATION:

• Our compensation reflects the cost of labor across multiple U.S. geographic locations, and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $75k - $90k annually. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.

BENEFITS:

• Competitive salaries and comprehensive benefits