Customer Success Manager

1 month ago

Burnaby, Canada CadMakers Full time

cmBuilder.io is a fast-growing construction technology product that is becoming the new industry standard for site logistics planning and 4D simulations. We empower 100s of construction companies (mainly General Contractors) to win more projects, and plan for them effectively. Our mission is to democratize the use of technology in the construction industry by providing a solution that is accessible, easy, and intuitive to use.

**What is the role?**

Are you passionate about construction technology? Do you want to make a significant impact in a fast-growing startup environment? We're looking for a dynamic professional with a strong background in BIM/VDC and construction to join our cmBuilder team as a Customer Success Manager. Prior experience in customer success is not necessary for this role; It is your industry expertise and your ability to speak the same industry language as our users that will make you a trusted advisor to our clients, which in turn will drive their satisfaction, retention, and growth. This role combines support, account management, and content creation to ensure our customers are successful using cmBuilder to achieve their business goals.

**Responsibilities**
- Create 4D simulations in cmBuilder, BIM modeling, and data management.
- Leverage expertise in BIM/VDC and construction to provide guidance to customers.
- Develop onboarding plans and help onboard new customers, ensuring their users are successful using cmBuilder.
- Provide exceptional support to users, addressing questions and resolving issues promptly.
- Build and maintain strong customer relationships to drive customer satisfaction and loyalty.
- Conduct regular check-ins to ensure alignment with customer objectives.
- Develop, produce, and manage educational content such as user guides, onboarding videos, webinars, and tutorials.
- Document and advise on internal documentation including playbooks and best practices.
- Collect, track, and report on KPI data.
- Collaborate with go-to-market and product teams to relay customer feedback and contribute to product enhancements.
- Participate in product roadmap discussions to advocate for features that benefit our customers.

**Requirements**:

- Degree in Engineering, Construction Management, or a related field (or equivalent construction experience)
- Minimum of 2-5 years of experience in BIM/VDC, construction, and/or construction-tech environment
- Proven experience with BIM/VDC processes and proficiency in industry standard software such as Autodesk Suite, Procore, and Bluebeam.
- Field experience in the construction industry and/or cmBuilder experience is a strong plus

**Skills**
- Proficient in contract documents, drawings, and schedules.
- Ability to build and navigate 3D models, and familiar with 3D scans.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Highly organized and detail-oriented; able to multi-task and prioritize.
- Willingness to travel to customer sites and industry events if needed.

**Salary**
- Base: $80,000 - $100,000, commensurate with relevant experience.
- Variable: Opportunity for quarterly incentive pay.

**Benefits**

**Why Work With Us?**
- **Rewarding work**:

- we provide simple solutions to the construction industry's most complex problems, and you will directly see your impact on our customers' projects around the world
- **Career growth**:

- your performance will influence the trajectory of our company, allowing you to progress in our fast-paced team.
- **Innovative environment**:

- challenge the status quo We want your ideas for automating and optimizing everything.
- **Development budget**:

- we'll help you reach your full potential by providing resources for any courses that will help you #getbettereveryday.
- **Awesome team**:

- we have regular events, contests, volunteer days, and much more We're in business to build a great company, collaborate with amazing customers, and have fun.

**Who Are We?**

Founded in 2014, CadMakers is an industry-leading digital construction technology company headquartered in Burnaby. We are a team of highly motivated innovators delivering Digital Construction solutions to our global customers, through a mix of products and services. We exist to provide simple solutions to the construction industry's most complex, yet common problems.

Our values: We are **Innovative**, we are **Hard-Working**, we are **Humble**, we are **Customer-Focused**, we value **Performance**, and we are a **TEAM**.

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