Customer Success Specialist

Title: Customer Success Specialist

Location: Remote (United States)

JobDescription:

Higharc is a VC-backed startup that is changing how new homes are designed and built. Join a founding team who’ve shipped products for Autodesk, Electronic Arts, Nike, and Apple.

We are seeking a dedicated and customer-focused individual to join our team as a Customer Success Specialist, who will be providing support for purchasing and estimating integrations for perspective clients. In this role, you will be responsible for guiding our clients through the adoption journey, focusing on leveraging and optimizing their use of purchasing tools.

Responsibilities:

• Serve as the primary point of contact for clients during their adoption journey, specifically focusing on purchasing and estimating processes.
• Collaborate closely with clients to understand their unique requirements, workflows, and pain points related to purchasing and estimating.
• Provide personalized training and support to clients, helping them effectively utilize our purchasing tools to streamline their processes and achieve their objectives.
• Guide clients through the implementation and configuration of purchasing tools, ensuring a seamless integration with their existing systems and workflows.
• Proactively identify opportunities to enhance clients’ utilization of purchasing tools, providing best practices and recommendations for optimization.

• Offer ongoing support to clients, addressing any questions, concerns, or issues they may encounter related to purchasing and estimating processes.
• Troubleshoot technical issues and coordinate with internal teams to resolve complex problems, ensuring minimal disruption to clients’ operations.
• Monitor client usage and adoption metrics, identifying trends and areas for improvement to enhance the overall customer experience.
• Act as an advocate for clients within the organization, providing feedback and insights to drive product enhancements and improvements.

Requirements:

• In-depth knowledge of current purchasing tools and software used by production homebuilders, with hands-on experience in their implementation and utilization.
• Strong understanding of homebuilding purchasing and estimating processes, including material procurement, vendor management, and cost estimation.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels of an organization.
• Proficiency in CRM software and other relevant tools for customer relationship management and support ticket tracking.
• Detail-oriented with strong organizational skills, able to manage multiple priorities and deadlines effectively.
• A proactive and collaborative mindset, with a passion for delivering exceptional customer service and driving customer success.

Higharc has been remote-first since our founding in 2018. We offer flexible hours so that you do your best work without missing out on life. Higharc offers competitive salaries with significant equity in a fast-growing, well-funded company. Personal healthiness is an important value for us – we provide comprehensive medical, dental, and vision coverage with unlimited PTO, and meaningful maternity/paternity leave. You’ll also have access to other big-company benefits like short and long-term disability plans and a 401k. Haven’t worked remotely before? We provide a stipend to help you create the ideal home-office.