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Customer Success Manager

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Customer Success Manager

ALICE Technologies is the world’s first artificial intelligence platform that understands construction. ALICE empowers the world's pre-eminent construction teams with the ability to explore millions of different construction plans and answer “what if” scenarios on the fly for the first time ever. With ALICE, contractors and owners can plan, bid, and build more effectively, reducing construction durations by an average of 16.2% and labor costs by 14.7% (e.g., $30M in labor-cost savings on a typical $500M project). Our first-of-its-kind technology was recently named one of the 7 most striking construction technology innovations of 2018.

Our Customer Success Managers develop an unusually wide range of skills -from leading on-site pilot deployments, collecting feedback to assist product development, reporting software bugs and contributing to quality assurance testing, representing ALICE at events and conferences, and educating our customers on how our cutting-edge technology can transform their business. You will interface frequently with top executives from the world’s largest construction and engineering firms, owners and developers, along with potential technology partners and our founder / CEO. This high profile role will be one of the most visible representations of ALICE to the marketplace.

Ultimately, the success of this role is driving and securing a high level of customer satisfaction, based on a positive customer experience, thus ensuring expansion opportunities, referenceability and renewals.

If you enjoy flexing the mental muscle to define and dominate a new product category and have the experience to be an early-stage 'evangelical' Customer Success professional who is passionate about making people's lives better with software, we would love to meet you.

Your Day-to-Day at ALICE Technologies:

  • Scope, manage and facilitate enterprise-level, on-site pilot projects and successfully convert pilot into enterprise deals
  • Onboard new customers and build and maintain relationships with key stakeholders within your customer base to “land-and-expand” accounts
  • Provide implementation services, best practices and support to customers
  • Serve as a proactive trusted advisor to deeply understand customers and their needs
  • Conduct business reviews to track performance management, seek product feedback, and ensure customer satisfaction and evangelism with ALICE
  • Identify opportunities for expansion within your account base, partnering with additional teams to gain commitment for launching new projects using ALICE
  • Partner with internal departments to ensure client needs are fulfilled effectively

Your Skills

  • 3-5 years of professional work experience in a customer-facing role responsible for growth targets in customer success, account management, sales, or a related function
  • Knowledge of the SaaS Enterprise sales cycle and the activities that drive success is strongly preferred.
  • Intimate knowledge of the construction project lifecycle is highly desired
  • Fluency with BIM and 3D modeling software (Autodesk, Revit, Navisoworks, etc.) is strongly preferred.
  • Proven ability to develop, cultivate and manage lasting customer relationships for technically complex products and platforms
  • Superior customer management and communication skills, including influential and presentation skills at senior management levels
  • Strong analytical skills to monitor, report on, and measure customer performance and analyze trends and needs within your account base
  • Technical aptitude and deep curiosity to quickly get up to speed on ALICE’s technology offering, with an ability to understand complex technical needs and provide a vision for how ALICE solves customer problems
  • Proven track record in communicating and managing cross-functional relationships with internal stakeholders, both technical and commercial
  • A strong work ethic and desire to do what it takes to make our customers successful
  • Able to travel both domestically and internationally for 5 day on-site pilot projects
  • Bachelor’s Degree in Architecture Engineering, Construction Management, Civil Engineering or a related field and three (3) years of work experience

Why Work at ALICE?

  • We’re a small, well-funded early stage team and as such, you will have an outsized impact on our company, our product, and our future
  • We’re growing quickly, which means there is plenty of opportunity for your professional and personal growth - and we’re here to support you in that growth
  • We’re building a truly innovative and category-defining product in one of the world’s largest and most important industries
  • On top of standard benefits package (medical, dental, vision, 401k, etc) we provide snacks, drinks, and free lunches in our office
  • Flexible vacation policy
  • We believe in sharing our success in the form of equity which is part of the compensation for all employees