The Opportunity

AVAIL is seeking a passionate and detail-oriented Customer Success Manager (CSM) to join our team and drive customer satisfaction, adoption and advocacy of our platform. As the liaison to our customers, the CSM must be a relentless customer advocate, an adept problem solver, and a skillful relationship manager to ensure that we are delivering amazing customer experiences and driving long-lasting partner success.

Customer Success at AVAIL means anticipating customer needs, providing guidance, and helping customers achieve their desired business outcomes all while maximizing product value. Our goal is to extend success beyond the reactive nature of support and into a proactive approach focused on 3 objectives: more efficient onboarding, higher user adoption, and increased customer advocacy. As Customer Success Manager, you will report to and work with our Director of Customer Success to achieve these outcomes.

What We Offer

• Opportunity to become a product expert in an innovative SaaS platform.
• Direct impact on customer success and satisfaction.
• Dynamic work environment in the architecture, engineering, and construction technology sector.

What You’ll be Doing

• Develop and maintain strong relationships with customers to ensure maximum satisfaction and retention levels.
• Become an expert in the features, benefits, and implementation of AVAIL.
• Proactive outreach at all stages of the customer lifecycle (from onboarding to renewal).
• Manage the customer onboarding process, including virtual training calls to guide customers through the process.
• Consult with customers on adoption and software roll out strategies as well as best practices and procedures.
• Assist customers with software installation and network configuration questions.
• Analyze customer health metrics including but not limited to, monthly software usage and specific feature adoption trends.
• Identify, prioritize, and resolve client issues; coordinating with internal departments to provide appropriate solutions.
• Report weekly/monthly/quarterly on customer renewal opportunities and escalations.
• Identify customers with upsell potential and communicate those opportunities to the customer.
• Write, publish and maintain knowledge base content to provide the most up-to-date and relevant help center material.
• The CSM will also be asked to contribute and write blog posts to help educate customers and prospects on software products and new features.

The Skills You’ll Need

• Exceptional writing and verbal communication skills including the ability to explain complex ideas clearly.
• Proven collaboration skills and works effectively in team environments to resolve client issues.
• Capable of independent work with minimal supervision.
• Strong organizational skills.
• Detail-oriented.
• Ability to manage multiple client relationships simultaneously.
• Problem-solving expertise including the ability to resolve basic to intermediate issues and is able to recognize when escalation is necessary.
• Strong problem resolution skills and proven ability to engage and address client challenges.
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems.

Preferred Experience

• Bachelor’s degree, though experience in a related customer service role may be considered as an appropriate substitution.
• Technical proficiency including being comfortable using and learning new software, experience with multiple internet browsers, and familiarity with helpdesk ticketing systems.
• Proficient in MS Office (especially Excel).
• 1+ years of experience with HubSpot or another CRM.
• 1+ years of experience managing software implementation projects.
• 2+ years software application implementation experience in a consultative role, preferably within a SaaS environment.

About Us

Founded in 2016 as a solution for architecture and engineering firms to find the information they need faster, AVAIL creates software for the global architectural, engineering, and construction (AEC) industry. AVAIL’s content management system (CMS) platform and Revit application tools help designers and engineers take control of their intricate network of files in one visual, streamlined solution. AVAIL’s customers include industry leaders Gensler, Perkins & Will, IMEG, LEO A DALY, and Populous.