Customer Success Manager - BQE Software (Remote)
About the job
BQE is looking for a Customer Success Manager who is highly motivated and has exceptional CORE product knowledge and A&E industry knowledge. As a Customer Success Manager, you will play a crucial role in ensuring our customers' success and satisfaction by building strong relationships, providing excellent support, and maximizing adoption of our software solutions.
In this role, you will proactively work with our customers to understand their business needs and challenges and develop tailored strategies to help them achieve their goals. You will serve as the main point of contact for your assigned customers, resolving their inquiries and providing timely and effective solutions. Additionally, you will collaborate cross-functionally with our sales, product, support and implementation teams to ensure a seamless customer experience.
If you are a patient and empathetic problem solver, with exceptional communication and organizational skills, and a passion for customer success, we want to hear from you. Join our team and be at the forefront of driving customer satisfaction and business growth.
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Salary
$65,000/yr - $75,000/yr + Bonus
Responsibilities
Build and maintain strong relationships with our customers, serving as their trusted advisor.
Proactively identify opportunities to improve customer experience and adoption of our software solutions.
Conduct regular check-ins with customers to ensure satisfaction, identify any issues, and recommend resolutions.
Manage and resolve customer inquiries and technical issues promptly and effectively.
Coordinate with implementation team to ensure smooth transition from onboarding and implementation to Customer Success.
Achieve customer retention and satisfaction targets set by CSM leadership.
Collaborate with sales team to identify growth opportunities and upsell our products.
Analyze customer data to identify usage trends, patterns, and areas for improvement.
Requirements
At least 3 years of Customer Success Experience in Professional Services field
Strong knowledge of Professional Services (A&E) industry trends
Excellent interpersonal and communication skills, with the ability to effectively convey complex information to customers. Ability to establish rapport with users and build positive relationships. Patience, empathy, and a customer-obsessed mindset are crucial
Exceptional problem-solving and conflict resolution abilities.
Strong analytical skills, with the ability to interpret customer data and make data-driven decisions.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Excellent organizational skills to manage business review meetings, recurring email cadences, and any other communication with customers effectively.
Experience with accounting systems, such as BQE CORE Accounting QuickBooks, etc. is preferred
About us
We are a very stable, established tech company that provides software that helps Architects, Engineers, and Consultants improve profitability by giving them a streamlined way to run their business.
We were founded in 1995, so we are nearly 30 years old. This makes us ancient in the tech industry. To add some color, at the time of our founding, Facebook was still 9 years away from being founded, Amazon had only been selling books online for about a year, and people used the Yellow Pages to find things because Google did not yet exist.
Despite being an established company, we operate like a start-up. We’re entrepreneurial, nimble, we make decisions quickly so that we can learn and optimize based upon data.
Our software is mission-critical to our customers’ ability to do great work. It becomes embedded into everything that they do from managing projects to tracking their time, billing and invoicing their clients, accounting for all of their financials, and yielding real-time, actionable insights into the performance and health of their projects, staff, and firms as a whole. It makes a meaningful difference in the success of our customers’ firms and in their personal lives.
To wrap up: we have the stability of an older company, the speed of a start-up, and make a big impact for our customers, who ultimately design and build the infrastructure in the US and abroad. Sound interesting?
