Customer Success Manager –Remote

United States

The Job:

As a Customer Success Manager, you’ll be part of our Construction Technology business, working as a virtual employee.  The position serves as a key link between customers and internal teams to resolve issues, identify improvement opportunities, and promote successful product adoption.  You’ll get to:  

• Act as the primary point of contact for our customers and connect customers with the appropriate teams to address specific requests.
• Key responsibilities include supporting end-users, optimizing the value of our software, expanding user adoption, and identifying key risks to customer success.
• 70% - Customer Support – providing day to day support (Tier 1) and troubleshooting for existing customers; responsible for managing pipeline of support tickets and collaborating with engineering to solve Tier 2-3 issues and bugs
• 20% - Support teammates and help our customers as needed
• 10% - Manage education support initiatives, including customer training, user guides, knowledge base content, webinars, and learning resources.

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have: 

• Bachelor’s degree or equivalent practical experience preferred
• 1–3 years of experience in customer support, help desk, or customer service, preferably in a SaaS or technology environment.
• A desire to get into the construction technology industry and willingness to learn
• A modeling background (Revit or AutoCAD) would be helpful, but not required
• Ability to explain technical concepts in a simple, customer-friendly manner.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-first mindset with a professional and empathetic approach.
• Proficient with Microsoft Suite applications
• Knowledge of the construction industry, manufacturing, or prefabrication is preferred
• Strong verbal and written communication skills and technical aptitude

The Details:

You’ll receive a competitive salary and a great benefits plan including:

• Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More:

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity, and inclusion.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

• This is the lowest to highest total target cash compensation range we would pay for this role at the time of this posting. Total target cash compensation offered may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. This role is eligible for a sales incentive plan or commission. Therefore, the total target cash compensation range is inclusive of base salary and target variable cash compensation. Please note that salary is only one component of total rewards at Stanley Black & Decker.​

• The target cash compensation range listed in this job posting reflects the range for the primary location specified. The cash compensation range may vary for other locations.​

• The successful candidate may be eligible for annual merit increases. ​

• Medical, dental, life, vision, disability, 401(k),Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being. ​

• Discounts on Stanley Black & Decker tools and other partner programs.