Team Lead, Customer Success

This position sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction.

The Opportunity

The Customer Success Team Lead serves as an integral part of the Customer Success team to support our continued customer growth and success. The Team Lead assists leadership in training, coaching, and guiding Customer Success Managers activities. The Team Lead also serves as a resource for new team member onboarding, ongoing training, and acts as a product liaison to represent the voice of the customer for ongoing product development needs. Additionally, Team Lead is responsible for maintaining ongoing relationships after the initial purchase of ConstructConnect products and drive adoption, upsell/cross-sell, and retention within assigned for select customer accounts.   

What You’ll Be Doing

• Serve as the main point of contact and trusted advisory to assigned customer accounts within Contractor – Enterprise segment.
• Grow revenue through marketing driven and self-generated upsell and cross-sell lead generation activities.
• Maintain established uplift and retention rates.
• Be a Subject Matter Expert for ConstructConnect products, contractors’ workflows, industry trends, and competitive offerings.
• Implement customer engagement strategy including outbound communication schedule, feedback, and renewal strategies with all assigned accounts.
• Provide demonstrations of ConstructConnect products through the use of demo engineers, as well as provide on-the-fly demonstrations as needed.
• Partner with Onboarding Specialist and Customer Success Specialist to onboard customers and mitigate defaults and churn.
• Solicit feedback from customers to enhance the customer experience.
• Receive and respond to calls, tasks, and emails from customers in relation to requests, questions, and escalations. Ensuring they are handled in a timely manner and resolutions are acceptable and satisfactory to the customer.
• Actively participate in Bid Like a Boss webinar creation, moderate and/or present in customer facing events, Voice of Organization, feedback sessions, interviews, special projects such as migration and sunsetting, and ongoing enablement.
• Coach and mentor Customer Success Specialists, Customer Success Managers and Sr Customer Success Managers.
• Assist with the creation and tracking of Performance Improvement plans and assist in the creation of annual success plans.
• Partner with leadership and CX Managers to develop and refine customer journey and engagement strategy.
• Assist with creation and maintenance of team policies, FAQs, and other team documentation in Guidebook.
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform.

What You Bring to the Team

• The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes.
• Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace.
• Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in-office presence as determined by the team or department.
• All team members must reside and perform their work within the United States.

E-Verify Statement
ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security.

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