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Senior Customer Success Manager

2 months ago

San Francisco, United States Parspec Full time
LET'S REVOLUTIONIZE THE CONSTRUCTION SUPPLY CHAIN TOGETHER

Parspec is transforming how $5 trillion in building construction products are sold annually around the world by digitizing and organizing the industry's product data. By making this data more accessible and useful, our digital platform enables designers and builders to quickly identify the right products for their projects and helps the supply chain to generate new leads and close deals faster. These benefits are enabled by proprietary AI and workflow automation technology.

Founded in 2021, Parspec has raised over $11M in seed financing from leading deep tech and construction industry investors to achieve its ambitious mission, including Innovation Endeavors (founded by former Google CEO Eric Schmidt).

Parspec is helmed by technologists and construction supply chain veterans with a common passion to digitally transform our industry:

Forest Flager (Co-Founder & CEO) - Former Director of Software at Katerra and Stanford University faculty member; Stanford BS, PhD. MIT MEng. Harvard MDes.

Pratyush Havelia (Co-Founder & CTO) - Construction-tech engineering leader for 5+ years; Stanford MS & MEng, IIT-R B.Tech.

We invite you to be at the forefront of innovation for one of the oldest and largest industries in the world

ROLE OVERVIEW

As a Senior Customer Success Manager at Parspec, you will be instrumental in driving the success of our top enterprise accounts. Your responsibilities will include overseeing the implementation, adoption, and ongoing success of Parspec's platform, managing executive relationships, traveling for customer engagements, guiding product discovery, and providing strategic consultation to ensure our customers fully leverage our software.

WHO YOU ARE

You are a strategic, customer-focused professional with a passion for building strong relationships and driving enterprise client success. You excel in guiding customers through complex implementations and maximizing product value, and you thrive in dynamic environments, motivated by making a meaningful impact.

You embody the following:

- Passion for helping customers succeed and communicating product value.

- Entrepreneurial mindset, excited by the opportunity to shape and refine a leading software product.

- Hands-on approach, understanding that no task is too small in delivering exceptional customer experiences.

- Flexibility to occasionally work outside regular US hours to collaborate with a globally distributed team.

KEY RESPONSIBILITIES

Client Relationship Management:

- Serve as the primary contact for executive stakeholders within top enterprise accounts.

- Build and nurture long-term relationships with senior leaders, ensuring customer satisfaction and loyalty.

- Advocate for customer needs within Parspec.

Implementation, Adoption, and Training:

- Lead the implementation process for new enterprise customers, ensuring smooth platform rollouts.

- Drive platform adoption across customer organizations through training and enablement sessions.

- Develop and execute strategic plans to maximize engagement, utilization, and success.

Consulting and Advisory:

- Act as a trusted advisor, providing strategic guidance on leveraging Parspec to achieve business objectives.

- Consult on implementation strategies, optimizing workflows and processes.

Product Discovery and Feedback:

- Participate in product discovery sessions, gathering and communicating customer feedback to inform product development.

- Collaborate with the product team to ensure the platform evolves to meet enterprise customer needs.

Performance Management:

- Monitor and report on key performance indicators (KPIs) related to customer success, including adoption rates, satisfaction, and retention.

- Identify opportunities for continuous improvement in customer success processes and strategies.

QUALIFICATIONS
    • Bachelor's degree in Business, Marketing, or related field (or equivalent experience).
    • 5+ years in Customer Success, Account Management, or related roles, preferably within a B2B SaaS environment.
    • 2+ years leading enterprise implementations in a B2B SaaS environment.
    • Proven track record of managing and growing enterprise customer accounts.
    • Experience with Intercom and HubSpot; understanding of CPQ and/or ERP space.
    • Experience with electrical and lighting distributors, or more broadly knowledge of construction/construction technology, will put you at an advantage.
    • Exceptional interpersonal and communication skills with executive stakeholders.
    • Strong problem-solving skills, strategic mindset, and ability to work independently or as part of a cross-functional team.
    • Travel expectation of circa 3 days per month


WHAT YOU CAN EXPECT

As an integral part of building Parspec from the ground up, you will share in our success. We offer competitive salary and benefits, a generous equity package, and the opportunity to grow with a rapidly scaling company addressing a large market ripe for digital transformation.

THE PARSPEC ETHOS

At Parspec, we lead from every seat. Our team members are self-starters that think big, and bring their own uncompromising standards of excellence. We embrace diversity with a belief that different backgrounds, ideas, and skillsets result in better outcomes. Parspec encourages people of all backgrounds to apply and does not discriminate in employment based on race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.