Customer Success Manager - BILT Inc.

BILT Incorporated


Job Title:            Customer Success Manager– Commercial Pro
Department:    Account Management
Classification:  Exempt
Duration:          Direct hire
Location:           BILT - Global Brand Support Center, Grapevine, Texas 76051

Overview
BILT Incorporated is a fast-growing software-as-a-service company revolutionizing instructions and training for consumers and professional technicians alike. BILT creates official 3D Intelligent Instructions® for thousands of products from hundreds of innovative brands and hosts them on a free mobile app. Users can manipulate interactive animations on a touchscreen, providing a superior training differentiator for products that require assembly, installation, maintenance, programming, or repair. BILT’s mission is to create an experience so enabling and empowering it turns users into promoters of the brands we serve. Our Global Brand Support Center is located in the Dallas-Ft. Worth metroplex between DFW airport and the Southlake Town Square.

About the Job
The BILT Customer Success Manager  is responsible for all aspects of the customer partnership for our Commercial Pro team. From onboarding, user adoption, data and analytics, and renewals, you will be the main point of contact throughout the relationship. You will deal with everything from the day-to-day to strategic account planning. It is critical to understand the customer’s KPIs and build a plan to deliver against them and prove ongoing value. A successful Account Manager excels at building strong relationships and ensuring our clients are seeing the full value of our partnership, which will drive positive retention and expansion.

The Customer Success Manager is responsible for achieving Quarterly renewal targets. While these are primarily revenue driven, they are also responsible for improving implementation and download rates and retaining a strong client Net Promoter Score (NPS).

The Customer Success Manager must be task oriented, self-directed, and able to manage and execute competing priorities. They are an excellent communicator (written and verbal) and face challenges head on. They are a self-starter, resourceful, and love to work with people.

Qualifications

• 3 to 8 years client management experience and proven ability to oversee all aspects of the ongoing customer relationship.
• Experience working with large Commercial or Industrial customers and/or the trades.
• Ability to work with, coach and guide senior clients on the benefits that BILT provides to their business
• Lead portfolio of 10-20 customer accounts to ensure a successful BILT engagement
• Create customer success roadmap that ties back to client goals
• Monitor customer feedback and engagement and take action when risks or problems arise
• Act as the “voice of the customer” and contribute to business product roadmap developments, marketing initiatives and commercial strategies to ensure we continue to meet our clients’ needs
• Coordinate resources to develop solutions when faced with customer or internal challenges
• Conduct Quarterly Business Reviews to highlight success and collaborate on areas of improvement
• Experience and knowledge of online marketing in order to work with customers on the best way to amplify the BILT partnership.
• A proven track record of managing revenue targets, with a strong desire to consistently overachieve against both personal targets and objectives
• A proven track record of managing multiple projects from conception to completion, and demonstrable success in meeting customer expectations and timelines
• Experience in key account management, data and renewals
• Possess a passion for self-improvement
• Ability to handle competing priorities in a fast-paced, dynamic environment
• Demonstrate a critical eye for detail, organization and thinking outside the box to provide value for customers
• Enjoy working with people from all walks of life and working with brands and products from various industries and verticals
• Some travel as needed, represent BILT at on-site customer meetings, conferences, trade shows and other BILT events as needed
• Proficient in Microsoft Office, PowerPoint, and Excel
• Bachelor’s Degree from an accredited 4-year university or college

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, tablets, phones, email, and various communication programs (Zoom, Teams, etc.) 

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or listen. The employee is frequently required to stand, walk; and reach with hands and arms. This job requires the employee to lift at least 25 pounds infrequently.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

About BILT
BILT provides 3D Intelligent Instructions, creating and delivering interactive content for iOS, Android, and now turnkey guided work instructions for visionOS. The award-winning platform revolutionizes the DIY experience as well as professional training and operational enablement. BILT is accessible, sustainable, and efficient.

For more information go to: www.biltapp.com/careers and submit a profile resume in our applicant tracking system. 

*This position is located in the Grapevine Brand Support Center in Texas.

BILT is a veteran friendly company and an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

We do not accept unsolicited agency resumes. We will not pay fees to any third-party agency, outside recruiter or firm without a mutually agreed-upon contract and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes will be considered our property and will be processed accordingly.