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Customer Success Representative

2 months ago

New Orleans, Louisiana, United States ProCore CPA Full time

About Procore CPA

Procore CPA is a leading provider of construction management software, connecting every project stakeholder to solutions built specifically for the construction industry. Our mission is to connect everyone in construction on a global platform, enabling them to build safely, collaboratively, and efficiently.

Job Description

We're seeking a Customer Success Representative to provide quality and efficient customer service to our mid-market clients. In this role, you'll engage and develop relationships with a portfolio of customers, familiarizing yourself with their preferences and business goals. This position requires a balance between independent work and close partnership with Customer Success Managers, Account Executives, Implementation Managers, and Technical Support to grow account usage and scale the customer base.

Key Responsibilities

  • Support customers in their day-to-day account usage and de-escalate situations as necessary
  • Articulate complex technical scenarios to both end users and senior-level business stakeholders
  • Identify patterns in customer behavior and proactively communicate with the account team to solve them
  • Apply advanced product knowledge to troubleshoot product questions
  • Serve as a liaison with the Technical Support team on high-tier technical questions and manage communications with customers
  • Positively impact change management by encouraging customer adoption of new processes
  • Advocate for features and improvements with high ROI and escalate issues that are likely to cause churn
  • Navigate large organizations with complex organization and team structure
  • Synthesize notes about product releases and improvements that impact this customer base and distribute to the team internally

Requirements

  • 3+ years of Customer Success or Customer Support experience
  • Proven experience in resolving complex customer/product issues
  • Invested in building relationships with customers
  • Perceptive, active listener who can read a situation quickly and enjoys problem solving
  • Highly collaborative and detail-oriented team player with exceptional follow-through
  • Experience supporting C-Suite customers is a plus
  • Must be willing to stay in this role for at least one year

Benefits

  • Base Pay Range $24 - $34
  • Eligible for Bonus Incentive Compensation
  • Procore CPA is committed to offering competitive, fair, and commensurate compensation