Job description
This is a hybrid role, and we are open to candidates within commuting distance of Chicago, Denver, Los Angeles, New York City, or San Diego.
About VIATechnik:
VIATechnik is the global leader in Virtual Design and Construction. We have nearly 200 digital experts around the globe. The firm’s services include Virtual Design & Construction (VDC), Building Information Modeling (BIM), Virtual & Augmented Reality, Digital Twins, and Enterprise Software Application Development.
We work on some of the industry’s largest and most interesting projects such as Apple’s new headquarters, Virgin Hyperloop One, Chicago Transit Authority (CTA) modernization & expansions, Denver International Airport, Chicago O’Hare International Airport, Hudson Yards, the Atlanta Falcons Stadium, Chase Arena, the Tesla Gigafactory and many more. Our team is made up of leading VDC professionals, technologists, architects, and engineers who have a passion for solving problems and a thirst for learning. We are results-driven, creative solution finders and enjoy putting ourselves in our clients’ shoes.
In this role, you will:
- Be a founding member of the customer success platform at VIATechnik, developing and
- Precogs, Voyager, and Thread. It is vital for this role to continuously improve and refine our
- In collaboration with the executive team, define, track, and acheive Objectives & Key Results
improved client engagement, retention, and satisfaction and 3) increased sales of VIATechnik's
products.
- Serve as the primary point of contact for VIATechnik platform clients, building and maintaining
- Integrate with the sales, marketing, executive, product management, and software
- Act as a liaison between clients and VIATechnik's software development and product & project
and the development of value added features and requests.
- Develop and implement data-driven strategies to improve customer engagement, adoption,
- Track and analyze customer data to identify trends and opportunities for improvement, driving
- Track, report on, and improve customer success metrics and KPIs, including: customer retention
resolve customer issues, monthly active usage, and churn.
- As the customer success function matures, the Customer Success Manager must shape strategy
- 1) Develop and implement customer success processes, including creating and implementing
developing processes for ongoing customer engagement and communication.
- 2) Build and maintain cross-functional relationships: This includes working closely with teams
incorporated into the company's overall strategy, and to identify opportunities for cross-selling
and up-selling.
- 3) Drive customer engagement: This includes creating and implementing strategies to increase
personalized communication.
- 4) Identify and address client pain points and opportunities: This includes identifying the root
and implement solutions to address those pain points. Communicate client feedback and
insights to the client to inform product development opportunities and prioritizations. Identify
opportunities for advancement that will support deeper engagement, improved satisfaction,
and cross-sell and up-sell opportunities.
- 5) Continuously improving and refining customer success processes: This includes continuously
200 E Randolph, Suite 5400, Chicago, Illinois 60601
www.viatechnik.com
evaluating and refining customer success processes to ensure that they are effective, efficient,
and aligned with the company's overall strategy.
- As the first customer success manager, support the sales process, providing valuable insights
following activities:
- 1) Act as a client advocate internally and externally, ariculating the value of the product from
- 2) Provide client references and testimonials to be used in sales and marketing efforts,
team.
- 3) Provide insights and feedback on sales pipeline and client needs, pain points, and interests.
- 4) Support the sales process including identifying accounts that could benefit from VIATechnik's
customer references, testimonials, and product demonstrations; addressing any customer
concerns or objections that may arise during the sales process; and participating in client facing
sales meetings, demos, and presentations to present product value proposition, differentiators,
and benefits and answer client questions.
Compensation and featured benefits:
- The base pay for this position is $100,000 - $115,000 and the role is eligible for uncapped commissions. On target earnings of $130,000 - $150,000 are expected.
- Health insurance with the choice of five plan options. We cover 70-95% of premiums for VIATechies and 70% of the premiums for dependents
- Dental and vision insurance. We cover 75% of the monthly insurance premiums for VIATechies and 50% of the premiums for dependents
- Open and flexible time off
- A 401(k) plan that is fully vested immediately
- Home office setup costs
- Paid holidays
As a minority-owned and woman-led company, VIATechnik takes diversity and inclusion to heart. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
VIATechnik is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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