Scaled Customer Success Manager, North America

Before you start reading the details, here are some highlights that we hope will spark your curiosity:

- Join a truly purpose-focused tech company in the business of driving digital business transformation in the construction industry - one of the biggest (and second least digital) industries in the world.
- Build and expand customer partnerships is at the forefront of this role
- Enjoy high impact, speed, and visibility across Trackunit and select partner organizations - engage with stakeholders and develop partnership engagements at the intersections of new product innovations, strategic advisory, and change management

We are looking for a dynamic and enthusiastic Scaled Customer Success Manager to join our fast growing team. If you are an excellent relationship builder, who is excited to deliver a quality customer experience on multiple accounts, with tight deadlines, this role could be for you

With a new office in downtown London, Ontario, we offer you a flexible setup with the possibility to work hybrid in our office and remotely in Ontario

**What’s in it for you?**:

- You will join a North America based team of engaged colleagues.
- A place in an **agile growth SaaS business**, with possibilities to grow internally in the company. We are moving fast, so fasten your seat belt and prepare to be adaptable. Back in 2020 we were 150 employees at Trackunit and we have just passed 400 employees.
- International environment with regular check-ins and social events across teams, departments and borders.
- We take your **personal and professional development** goals seriously and we support them through training, coaching and mindfulness as well as with an outspoken feedback culture to make you identify your strengths and opportunities. We do this by touching upon your impact on our triple focus: impacting yourself, impacting teams/relations and impacting the organisation/strategy.
- **Flexibility and hybrid working is not just a cliché** **to us** or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like. And once you have chosen how you work best, let us know what you need: we got you covered with the IT equipment you need for your work.

**Who are you ideally?**:

- **Experience**: 4+ years of experience in a customer-facing role
- **Education**: You have completed your bachelors degree in engineering, science, communication or similar domain
- **Interpersonal Skills**: Excellent relationship-building and interpersonal skills with the ability to be thoughtful and attentive
- **Communication**: A precise and positive communicator, capable of breaking down complex challenges into simple solutions
- **Problem Solving**: Strong analytical thinking, perseverance, and patience.
- **Project Management**: Delivering quality service on multiple accounts with tight deadlines. Basic certification in Project Management is a plus.
- **Learning**: Curious and thrives in an international, dynamic environment where everyone wants to learn and collaborate
- **Initiative**: A self-starter, who works well as a team and takes on all tasks with true commitment
- **Growth Mindset**:Someone looking to grow in their career and build a strong foundational understanding of products, customers and the industry.

Don't meet every single requirement? No worries - this is what we're looking for ideally, but if you're super excited about this role but your past experience doesn't align perfectly with every qualification, we encourage you to apply.

**Primary responsibilities**:
**Reduce Customer’s Time to Value**:

- Collaborate closely with the Customer Success, Commercial, and Deployment teams to streamline processes and reduce the end customer’s time to value.
- Provide guidance and recommendations on best practices for utilizing Trackunit products in customers’ daily operations.
- Drive Proof of Concepts (POCs) based on identified key use cases to demonstrate value quickly and effectively.

**Scaled Approach**:

- Develop and align playbooks and frameworks to ensure a scalable approach that delivers consistent value across multiple customers.
- Execute allocated customer playbooks on onboarding, adoption, and engagement to ensure a smooth and consistent customer experience.
- Monitor and follow up on risks and issues, ensuring proper stakeholder communication both internally and externally.
- Identify opportunities to automate and improve processes to enhance efficiency and scalability.

**Value Delivery**:

- Assist in the preparation and presentation for customer webinars and executive business reviews, showcasing customer success stories and strategic value.
- Analyze customer data and feedback to derive actionable insights that inform strategy and decision-making.
- Advise and execute on customer engagement strategies, refining approaches and optimizing offerings to scale effectively.
- Foster strong relationships with key customer s