Engagement Manager

Responsibilities

• Act as the primary point of contact for clients, building strong relationships and understanding their needs and expectations.
• Act as a bridge between clients and internal teams, facilitating communication, resolving issues, and ensuring alignment on project goals.
• Oversee the implementation and/or integration of BuildOps solutions, ensuring projects stay on track.
• Discover and overcome any product or workflow challenges to ensure Go-Live date timelines are met.
• Act as a strategic partner and escalation point for key customer accounts, resolving challenges and fostering satisfaction and advocacy.
• Proactively identify key customer relationships and proactively understand their needs and expectations.
• Identify, assess, and mitigate potential risks that could impact project timelines or outcomes.
• Help customers navigate the transition to new software, addressing concerns and managing resistance to change.
• Standardize and scale team systems, workflows, playbooks, and best practices to improve outcomes and efficiency while supporting a growing customer base.
• Leverage data analytics to identify trends, uncover opportunities, and implement improvements that drive success for both customers and BuildOps.
• Work with the leadership team to develop and execute strategies for further account software adoption.
• Serve as the voice of the customer by collecting and synthesizing feedback to influence product development and company priorities across Product, Sales, and Implementation.
• Champion a customer-centric culture, ensuring every team interaction reflects BuildOps' commitment to excellence and empowering commercial contractors.
• Where you'll go (and how often):
• We have customers across the US and Canada, so our top candidates should be ready, willing, and able to travel and assist with our customers. Up to 50% travel target for the position.
• Bonus:
• You have tech start-up experience.
• You have experience in and around the speciality contractor or construction world.

Benefits

Additional Information

At BuildOps, we're building a groundbreaking software solution, purpose-built to support today's commercial contractors. From helping our customers to manage their service all the way to project management, we're breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks experienced in tech start-ups and thrive in fast-paced environments. Could you be our next hire? As Implementation Engagement Manager, you will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company. This position will lead a coordinated team that works with BuildOps's strategic accounts, predominantly private-equity backed customers. These customers represent a key strategy in the continued growth of BuildOps so developing and growing these partnerships is an essential part of the company's ongoing success. In addition to the qualifications below, the ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is willing to go above and beyond to help customers succeed on our platform. What We Look For : 5+ years of proven leadership and project management skills, with experience building, mentoring, and scaling project teams for enterprise or strategic customers. Experience building customer facing processes and best practices to ensure successful integrations and adoption of software solutions. Exceptional people skills: empathetic, adaptable, confident, and skilled in building trust across diverse personalities and customer stakeholders. Strategic thinker with strong analytical and problem-solving abilities. Deep expertise in managing complex customer relationships and fostering partnerships, including delivering executive business reviews to C-level contacts. Customer advocate that ensures customer needs are met and they receive the maximum value from the platform. Proactive individual who anticipates customer needs and executes quickly. Highly organized with impeccable attention to detail and the ability to prioritize in a dynamic environment. Proficiency with project management tools like GuideCX, Salesforce, and a data-driven approach to decision-making. Familiarity with accounting ERP systems (e.g., QuickBooks, Sage, Viewpoint) or the commercial contractor industry is a strong plus. Willingness to travel up to 25% to support on-site implementations and customer engagement. Bachelor's degree (B.A. or B.S.) preferred; startup experience is a plus.

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