Senior Customer Success Manager (Construction)

We are looking for a Senior Customer Success Manager to join our growing team in the US or Canada.

Summary

• nPlan has been on an impressive growth trajectory in North America. To serve our customers in the region, including Chevron, the City of Ottawa, and LNG Canada, we need an experienced customer success manager with a solid background in the construction industry to join our growing team in North America.
• We are a fast growing well-funded scale-up with investors including GV and Suffolk Technologies.
• Competitive base salary of $90-115k (depending on experience) along with a generous equity package.
• Flexible working hours and locations.
• Enhanced benefits package including unlimited holiday leave, private medical insurance, enhanced family and sick leave policies and much more.
• Opportunities for significant ownership and direct exposure to all areas of the business.
• A collaborative, inclusive environment with a commitment to diversity.

About the role:

We are nPlan, a top Google Ventures-backed well-funded scale-up, on a mission to change how construction projects are planned, managed and executed. nPlan’s game-changing technology empowers project teams to harness AI and deliver projects on time and budget.

Due to recently acquiring several new major clients, including Chevron, LNG Canada, City of Ottawa and others, we are expanding our Customer Success teams in North America. You will use your expertise in the construction industry, ideally coming from a project controls or construction management background, to help our clients maximise the value they get from nPlan. Your main responsibility will be to provide exceptional support, seamless product integration, and strategic guidance.

While the role is remote, you may be required to travel within North America (possibly once a month) and internationally for client meetings (once or twice a year).

Key responsibilities:

• Product Integration
  • Use your expertise in construction project controls or project management to identify where our products help the most and seamlessly integrate them into clients’ processes
  • Develop a deep knowledge of our products and what it can offer clients, and use that knowledge to help clients meet their (known and unknown) needs
  • Develop and iterate on standard workflows that can be easily understood and implemented by client teams
• Client engagement and support:
  • Coaching clients to optimally use the product and get the best out of what nPlan has to offer
  • Develop and ensure a smooth, efficient, and friction-free journey for clients from onboarding to ongoing support
  • Build and maintain strong relationships with clients, understanding their needs and pain points across a range of engagements
  • Continually assess client satisfaction and work towards enhancing their experience, regularly capturing points of value
• Commercial:
  • Take ownership of determining value gained by the customer during the engagement
  • Find areas we can expand and improve our offering to the customer and raise these with the commercial team
  • Work with the commercial team to communicate value to stakeholders at the customer to retain clients and drive expansions

About you:

• Experience in a client-facing or customer success role, leading strategic projects to improve client experience
• Background in project controls or construction management
• Excellent relationship-building skills and a passion for delighting customers
• Excellent organisational skills as diligence and responsiveness are key to good client engagements
• Comfort in challenging the status quo in customers: we are going to be a change!
• You have an eye for detail. If you’ve read this far, mention the word “crane” in your application :-)

Nice-to-haves:

• Qualifications in risk management or construction scheduling
• Experience using novel technologies in your previous role

What working at nPlan will be like:

• We are still a relatively small team so there is plenty of opportunity for a high degree of ownership over different areas of the product, and you will be directly exposed to all areas of the business.
• Your voice will always be heard. What you do or say counts, not who you are or where you're from.
• We have three core values that underlie everything we do: Learn from Everything, Be Radically Truthful, and Aim High, Run Fast. These enable us to create a collaborative, inclusive environment where we can move effectively and efficiently to implement the best solutions.
• We are a cross-disciplinary team, and come from all backgrounds and countries.
• Fantastic benefits package for Health & Wellbeing, Learning & Development, family leave, and more.
• We are committed to addressing the diversity problem in the tech industry, and that starts with making sure we have a diverse team where everyone feels at home and can contribute as an equal.
• Having time to yourself and a private life is important. We offer a very flexible work environment and a generous holiday policy.

We are working hard to create a workplace that is inclusive to everyone, no matter their background, or where they are in life. We believe that only a truly diverse place can create great products that serve a wide audience and improve the world.

We believe in equality of opportunities and that's why we make sure that these ideas are reflected in our values, and that we really apply these in all aspects of our company culture.
If you have a need for any adjustments during our interview process, let us know and we will do our best to accommodate them.