Customer Partner

Paradigm is a software company transforming the way that the residential, construction & building product industries operate across the globe. We are looking for a Customer Growth Partner to be part of revolutionizing these industries.

Home builder Solutions represent our software products and services targeted at that segment of our business. This role will partner with Delivery Managers, product teams, and professional services teams to establish the practices, metrics, tools, procedures, roles, and policies to ensure long-term customer satisfaction with our products and services. You will be responsible for building strong relationships internally and externally as a trusted technical and business advisor.

What You Will Do :

• Be the face of Paradigm and BFS. You will own the Paradigm / BFS relationship with your group of clients and are responsible for their satisfaction and success with BFS’s Digital Tools.
• Partner with the Sales Technician to identify and advance new sales opportunities, understand customer requirements, demonstrate BFS’s products, and be able to articulate the value proposition of BFS’s software solutions to stakeholders and executives.
• Collaborate with the Sales Technician in the creative solutioning of especially challenging customer requests.
• Coordinate with the Sales Technician to provide responses to customer requests for information, including proposals and providing technical guidance completing RFIs and RFPs.
• Generate revenue by listening to customer needs and transforming these into actionable projects.
• Organize and facilitate strategic business review and planning sessions for your client group.
• Be the voice of the customer. See the whole process and partner with Paradigm and BFS teams and make sure that all the pieces of the customer life cycle puzzle are assembled. This will include consistency and alignment across internal stakeholders.
• Lead presentations, facilitate group discussions & interact with executives.
• Be a BFS Digital Tools product evangelist, identifying and showcasing exponential value to client contacts at all levels (client contacts at all levels up to the executive level).
• Your goal is customer satisfaction / retention, and you will be an escalation resource during the implementation and during the client life cycle to resolve issues and address urgent concerns.
• Establish a structured feedback loop to capture, analyze, and prioritize customer insights, ensuring continuous improvement and alignment with customer needs. This will include customer health monitoring. You will report on the metrics, health scores, and KPIs relevant to our products, services, and customers (for example : program health reports).
• Responsible for shepherding customers through their annual contract renewals, identifying opportunities for additional services and products to enhance their experience and maximize value.
• Collaborate with the Delivery Manager to plan and execute the account scaling strategies that are inclusive of the growth goals for each account. This will include order and revenue forecasting.
• Coordinate account activities with BFS partners (including local market employees).
• Create, document, maintain, and improve overall customer experience, sales, and delivery processes.
• Communicate any new projects in the pipeline.
• Responsible for customer engagement, via providing support and sharing best practices.
• Successfully foster collaboration – you are known for your ability to find commonality and partnership across different cross functional areas.
• Collaborate with the Delivery Managers and Sales Technician to establish an onboarding process for our products and services, from the sale, to discovery, implementation, go-live, and post-live. This will include training on best practices. You will also lead initiatives to enhance the customer onboarding and implementation experience, reducing time-to value and effort through process improvements and potential AI-driven solutions.
• Provide data driven recommendations on how our existing service and product teams can evolve to perform customer success tasks and functions as appropriate.
• Define and monitor early success metrics that…