Customer Success Associate - Full-time / Part-time

Customer Success Associate

Touchplan® is a leading construction project management platform with over 7,000 users worldwide. Our software has redesigned and improved how construction teams plan and work together to execute complicated construction jobs by putting planning in the hands of the entire team (owners, architects, engineers, and trade contractors). We are headquartered in Boston. If you are looking for a job where you’ll be working on a dynamic team that’s driving a startup poised for explosive growth, Touchplan® is the right place for you!

We are seeking an experienced Customer Success Associate to join our team. The Customer Success team focuses on ensuring our clients see value planning their projects in Touchplan®, as well as building engagement with the platform. Being part of this team will give you the opportunity to help build Touchplan®’s business, help shape the Touchplan® product, and to have a tangible impact on the projects of our clients.

Responsibilities:

• Develop a trusted-advisor / consultative relationship with clients, such that all activities are closely aligned with the success of their project in Touchplan®
• Launch 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 track client interactions in Salesforce
• Help specify, outline and advocate for UI/UX improvements based on customer feedback
• Identify and strategize how the team can increase renewals, and keep churn to zero

Required Qualities and Skills:

• Bachelor’s degree from an accredited University or College
• 3-5 years of work experience
• Excellent organizational, project management, consultative and time management skills
• Passion for working on a small, dedicated, 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
• Exceptional ability to multi-task in a fast-paced environment, balancing quality and speed

Bonus Skills:

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

For immediate consideration, please send your resume and cover letter to mss@touchplan.io.