Customer Success Representative

McCormick Systems A Foundation Software Company

As a Customer Success Representative, you will play a pivotal role in building and maintaining strong relationships with existing customers. Key priorities include identifying at-risk customers, proactively addressing customer challenges, and promoting new software solutions and training options to enhance their experience. You will focus on increasing customer retention, identifying cross-sell opportunities and ensuring the renewal of annual or monthly software subscriptions. This role requires individuals who are patient, empathetic, and passionate communicators - skills essential for understanding customer needs and advocating on their behalf.

Essential Functions & Responsibilities

• Conduct outgoing calls to existing SaaS customers, helping them maximize the value of the platform for their organization
• Identify and generate new sales opportunities within the existing customer base
• Foster strong, long-term relationships and build trust with customers through open and interactive communication by overseeing their experience throughout the customer lifecycle - from onboarding through adoption, expansion and beyond
• Document and track customer interactions and key details within Salesforce CRM and other SaaS tools
• Address customer complaints by offering solutions and alternatives, following up to ensure satisfactory resolution
• Work closely with customers at-risk of cancellation or downgrade, identifying their needs and providing tailored solutions to enhance satisfaction and maintain their business
• Collaborate with internal teams to resolve recurring customer issues and enhance overall customer experience
• All other duties as assigned

Required Skills and Experience

• Prior experience in SaaS software, sales, or customer success within a tech company is preferred
• Strong ability to learn new technical skills and adapt to evolving tools and processes
• Excellent organizational skills, with the ability to manage multiple client issues simultaneously
• Strong communication skills, both verbal and written, with an ability to engage and effectively resolve customer concerns
• Ability to work independently, efficiently completing tasks with minimal supervision
• Flexibility to adapt to changing job tasks and new programs/procedures
• Familiarity with the company's suite of products and solutions, and the ability to communicate these solutions accurately to customers
• Strong phone communication and web presentation skills
• Proactive communication with customers and effective time management skills
• Goal-driven, with a focus on achieving customer retention goals
• Experience with SaaS tools, including Salesforce CRM, Zoom, and Microsoft Suite, is preferred
• Experience with CRM systems and ensuring accurate, up-to-date customer data management within Salesforce

In 1979, McCormick Systems was created to speed up the bidding process. At the time, commercial estimators were using large, clunky mainframes that kept them from producing reliable estimates at a fast pace. Moving to flexible, personal computers was a necessity.

McCormick's software gave the pros that opportunity to make a change. Our solution was customizable, purpose-built for trade work, scalable for growing companies and accessible on smaller desktops.

Nearly five decades later, McCormick is a house-hold name in the industry and we continue to offer top quality solutions to the MEP fields.

In 2021 we were acquired by Foundation Software, the leading provider of construction software and services, and we're now able to bring even more efficiency to the back-office - giving customers accurate data at every stage of each job.