Customer Success Manager

Customer Success Manager I

Salary Range $31.25 - $33.65 Hourly Position Type Full Time

Customer Success Manager I

Company Summary

LCPtracker, Inc. is a cloud-based software (SaaS) provider specializing in labor compliance for public works construction projects. LCPtracker has offices in New Braunfels, TX, Orange CA, and Fenton, MI, and helps government agencies and prime contractors meet Davis-Bacon/prevailing wage compliance requirements on projects backed by federal, state, and/or local funding. Thousands of clients and over 100,000 contractors use LCPtracker for their certified payroll and construction site compliance needs.

LCPtracker has been recognized year after year since 2017 as one of the "Best Places to Work" in Orange County by the Orange County Register.

Position Summary

LCPtracker Customer Success Manager I's are the main points of contact for assigned customers, guiding new and existing customers through the implementation and use of LCPtracker, while effectively and efficiently managing and documenting all aspects of the customer experience. This position works to provide world-class customer satisfaction and retention through customer relationship building, proactive customer advocacy, and an ongoing focus on ensuring customers receive business value from their LCPtracker subscriptions.

Primary Duties and Responsibilities

• Software Implementation, Training and Support:
  Facilitate requirements gathering and solution configuration to meet customer business needs, lead training for account administrators and users, and provide high-level support for account administrators.
• Account Management:
  Partner with Account Managers to ensure customer satisfaction and retention, maintain comprehensive customer documentation, perform account analysis and reporting, and help manage contract deliverables.
• Relationship Management:
  Be the primary point of contact for customer administrators and build trust-advisor relationships with all key stakeholders. Communicate and collaborate with customers striving to meet a 24-hour SLA to respond back to a client's email. Act as customer liaison and advocate for LCPtracker internal teams.
• Project Management:
  Manage assigned projects, both internal and external facing, using traditional and Agile management approaches.
• System Knowledge:
  Maintain current functional knowledge of the LCPtracker software. As issues are identified, create, monitor status, and test Cases and PDR Requests
• Client advocate: act as the key communication channel for assigned and VIP accounts. Works to help resolve customer problems and recommends modifications to products/services.
• Subject Matter Expert and Internal Projects:
  Participate in and/or lead internal ad hoc teams, as assigned. Maintain basic knowledge of prevailing wage regulations
• Maintain basic employee requirements: managing schedule, completing expense reports, updating weekly KPIs, reporting work hours in LCPtracker's HR application, etc.
• Attend special training, user group meetings and the LCPtracker Conferences, such as Ignite and Spark, as required.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Core Competencies

• Customer Success & Retention
• Accounts & Relationship Management
• Software Implementation
• Customer Training & Enablement
• Project Management
• Customer Advocacy
• Technical Aptitude
• Problem Solving
• Communication Skills
• Stakeholder Collaboration
• Analytical Thinking
• Organization & Time Management
• Regulatory Knowledge
• Teamwork & Adaptability
• Professionalism & Accountability

Work Environment

This position performs its duties from the New Braunfels, TX office. The role operates in a professional office environment and routinely uses standard office equipment such as computers, phones, mobile devices, and related technology.

Physical Requirements

While performing the functions of this job, the employee is regularly required to sit; frequently required to talk and hear, use hands and fingers to type, scroll…