Customer Success Specialist

Customer Success Specialist

Salary Range $23.00 - $26.50 Hourly Position Type Full Time

Customer Success Specialist

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

Customer Success Specialists partner directly with LCPtracker Customer Success Managers (CSM) to provide comprehensive tracking, follow-up, and pro-active support during the implementation of the LCPtracker software and throughout the customer's journey to best meet customer's business needs.

Primary Duties and Responsibilities

• Develops and maintains long-term business relationships by serving as a subject matter expert, an internal advocate, and a client liaison.
• Collects and analyzes data to help a company improve their customers' experiences.
• Requirements Gathering and Software Implementation:
  Understand the customer's specific state regulations and compliance needs. Work with the CSM to schedule client meetings, document requirements gathering, and proactively schedule client check-in meetings.
• Account Management:
  Assist CSM with documenting information for account reviews and tracking of analytics for key clients.
• Relationship building:
  Build positive relationships with customers and create raving fans.
• Documentation:
  Maintain comprehensive notes and documentation on all processes and activities. Provide detailed notes to the CSM regarding areas of follow-up and create Cases and PDRs in Salesforce as needed.
• Internal Projects:
  Participate in internal project teams and initiatives, as assigned.
• Maintain basic employee requirements: managing schedule, completing expense reports, updating weekly KPIs, reporting work hours in LCPtracker's HR application, etc.
• Attend special trainings, 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 listing 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 & Client Support
• Account Management
• Customer Relationship Building
• Software Implementation
• Requirements Gathering
• Data Analysis & Reporting
• Customer Advocacy
• Documentation & Process Management
• Communication Skills
• Problem Solving
• Stakeholder Collaboration
• Project Coordination
• Technical Aptitude
• Organization & Time Management
• 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 and use computer equipment. The employee is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer and multiple screens; extensive reading;

visual inspection of text/data in both print and electronic forms.

Position Type and Expected Hours of Work

This is a full-time nonexempt position. Days and hours worked are dependent on business needs and workload. General availability during regular business hours, Monday through Friday, is expected. Based on the candidate and/or position, a hybrid work arrangement may be considered; however, a minimum of three (3) or more days per week in the office is required to support executive collaboration, leadership presence, and cross-functional engagement.

Some flexibility is allowed. Occasional evening and weekend work may be required as job duties demand.

Travel

There is no major travel requirement for this position. However, infrequent travel may be necessary to visit remote office(s), attend conferences/industry events, etc. Attendance at our corporate Staff Retreat is required. This event is a 2-3-day retreat. Attendance at our annual User Conference as assigned.

Salary Range

The hourly rate is $23.00-$26.50 hourly. Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements…