As the first Customer Success team member at PermitFlow, you’ll be working closely with the CEO, Head of Sales and Head of Permit Operations to ensure our customers are wildly successful. As a key member of the team, the Customer Success Lead will help craft our customer-success strategies & build out the department in an effort to deliver excellent customer experiences.
Objectives of this role
Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
Establish relationships as a trusted and strategic advisor to help ensure the continued value of PermitFlow’s products and services
Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
Maintain existing customer-success metrics and data as directed
Work closely with Permit Operations department to ensure clients are meeting performance objectives
Work closely with Sales department to ensure seamless transition into the PermitFlow client base
Responsibilities
Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
Work with sales and marketing teams to boost customer referrals and develop case studies
Required Skills And Qualifications
Five to seven years of experience in customer success, client services or account management
Strong skills in verbal and written communications, strategic planning, and project management
Experience in construction management
Analytical and process-oriented mindset
Ability to work effectively across multiple departments in a deadline-driven environment