Note: The job is a remote job and is open to candidates in USA. Stanley Black & Decker is a global tools and technology company with a Construction Technology business. The Customer Success Manager serves as a key link between customers and internal teams, providing support, resolving issues, promoting software adoption, and managing customer education initiatives.
Responsibilities
- Act as the primary point of contact for our customers and connect customers with the appropriate teams to address specific requests
- Key responsibilities include supporting end-users, optimizing the value of our software, expanding user adoption, and identifying key risks to customer success
- 70% - Customer Support – providing day to day support (Tier 1) and troubleshooting for existing customers; responsible for managing pipeline of support tickets and collaborating with engineering to solve Tier 2-3 issues and bugs
- 20% - Support teammates and help our customers as needed
- 10% - Manage education support initiatives, including customer training, user guides, knowledge base content, webinars, and learning resources
Skills
- 1–3 years of experience in customer support, help desk, or customer service, preferably in a SaaS or technology environment
- A desire to get into the construction technology industry and willingness to learn
- Ability to explain technical concepts in a simple, customer-friendly manner
- Ability to manage multiple priorities in a fast-paced environment
- Customer-first mindset with a professional and empathetic approach
- Proficient with Microsoft Suite applications
- Strong verbal and written communication skills and technical aptitude
- Bachelor's degree or equivalent practical experience preferred
- Knowledge of the construction industry, manufacturing, or prefabrication is preferred
- A modeling background (Revit or AutoCAD) would be helpful, but not required
Benefits
- Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
- Discounts on Stanley Black & Decker tools and other partner programs.
- This role is eligible for a sales incentive plan or commission.
- The successful candidate may be eligible for annual merit increases.
- Paid Time Off, including paid vacation, holidays & personal days.
- Career paths to grow and develop skills along multiple career paths.
- Access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university, where you can get certificates and specializations from renowned colleges and universities.
- Working as a virtual employee.
- Volunteerism, giving back, and sustainable business practices.
Company Overview
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