Customer Success Manager I

Company Summary

LCPtracker, Inc. is a cloud-based software (SaaS) provider specializing in labor compliance for public works construction projects. Headquartered in Orange, CA – with offices in New Braunfels, TX and Fenton, MI LCPtracker helps government agencies and prime contractors meet Davis-Bacon/prevailing wage compliance requirements on projects backed by federal, state, and/or local funding.

Thousands of clients and over 100,000 contractors use LCPtracker for their certified payroll and construction site compliance needs. LCPtracker has been recognized year after year since 2017 as one of the “Best Places to Work” in Orange County by the Orange County Register.

Position Summary

LCPtracker Customer Success Manager I’s are the main point of contact for assigned customers, guiding new and existing customers through the implementation and use of LCPtracker, while effectively and efficiently managing and documenting all aspects of the customer experience. This position works to provide world-class customer satisfaction and retention through customer relationship building, proactive customer advocacy, and an ongoing focus on ensuring customers receive business value from their LCPtracker subscriptions.

Primary Duties and Responsibilities

• Software Implementation, Training and Support: Facilitate requirements gathering and solution configuration to meet customer business needs, lead trainings for account administrators and users, and provide high-level support for account administrators.
• Account Management: Partner with Account Managers to ensure customer satisfaction and retention, maintain comprehensive customer documentation, perform account analysis and reporting, and help manage contract deliverables.
• Relationship Management: Be the primary point of contact for customer administrators and build trusted-advisor relationships with all key stakeholders. Communicate and collaborate with customers striving to meet a 24-hour SLA to respond back to a client’s email. Act as customer liaison and advocate to LCPtracker internal teams.
• Project Management: Manage assigned projects, both internal and external facing, using traditional and Agile management approaches.
• System Knowledge: Maintain current functional knowledge of the LCPtracker software. As issues are identified, create, monitor status, and test Cases and PDR Requests
• Client advocate: act as the key communication channel for assigned and VIP accounts. Works to help resolve customer problems and recommends modifications to products/services.
• Subject Matter Expert and Internal Projects: Participate in and/or lead internal ad hoc teams, as assigned. Maintain basic knowledge of prevailing wage regulations
• Maintain basic employee requirements: managing schedule, completing expense reports, updating weekly KPIs, reporting work hours in LCPtracker’s HR application, etc.
• Attend special trainings, user group meetings and the LCPtracker Conferences, such as Ignite and Spark, as required.
• 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.

Core Competencies

• Confidentiality: This role may be privy to confidential and/or sensitive information. Must demonstrate integrity in maintaining confidential and sensitive information and strict adherence to organizational policies and procedures.
• Communication Proficiency: Uses friendly and proficient communication to interact with a wide range of people, frequently exchanging information about office operations.
• Time Management: Must manage their own time, using an electronic calendar in an email program to set meetings, to request others to attend and to coordinate their responses. Responds to requests for attendance at various meetings.
• Technical Capacity: Proficiency with many kinds of office equipment, software, and technology that is used or managed.
• Initiative and Proactivity: Correctly anticipates a need, volunteers readily, and acts without being told to do so. Brings new ideas to the company. Undertakes self-development activities; seeks increased responsibilities; takes calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
• Drive for Results: Is goal-oriented; maintains focus on the objective.
• Problem Solving, Personal Judgment: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics. Solicits and applies feedback.
• Quality Management: Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Does not cut corners; monitors work to ensure quality; applies feedback to improve performance.

Education and Experience

• 1-2 years relevant customer success or relationship management experience.
• Project management experience preferred.
• Davis-Bacon or other Prevailing Wage compliance experience preferred.
• Two-year degree preferred.

Work Environment

This position operates in a professional office environment and role routinely uses standard office equipment such as computers, phones, mobile devices, photocopiers, filing cabinets and fax machines.

Physical Requirements

While performing the functions of this job, the employee is regularly required to sit; frequently required to talk and hear, use hands and fingers to type, scroll and use computer equipment. The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection of text/data in both print and electronic forms.Ability to lift and move up to 25 pounds.

Position Type and Expected Hours of Work

This is a full-time non-exempt position. Days/hours worked are dependent on the workload at the time. General availability and presence in the office is expected during regular business hours Monday-Friday. However, some flexibility is allowed. Occasional evening and weekend work may be required as job duties demand.

Travel

There is no major travel requirement for this position. However, infrequent travel may be necessary to visit remote office(s), attend conferences/industry events, etc. Attendance at our corporate Staff Retreat is required. This event is a 2-3-day retreat. Attendance at our User Conference as assigned.

Salary Range

The Customer Success Manger I hourly rate is $27.00 – $31.00 per hour. Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Benefits

• Along with competitive pay, as a full-time LCPtracker employee, you are eligible for the following benefits:
• Paid Time Off
• 10 Paid Holidays
• Phantom Stock
• 401k Plan with up to 4% company match
• Medical Benefits (Health, Vision and Dental)
• Life Insurance
• LTD & STD
• Employee discounts and perks program

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LCPtracker participates in the E-Verify Program. E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration. It allows employers to confirm an individual’s employment eligibility to work in the United States. View the attached notices, available in English and Spanish, for important information regarding the E-Verify program. E-Verify Notice (PDF); Right to Work Notice (PDF)

LCPtracker, Inc. is an equal opportunity employer of all qualified individuals, including minorities, women, veterans, and individuals with disabilities, and regardless of sexual orientation or gender identity. LCPtracker, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances.

LCPtracker is committed to the full inclusion of all qualified individuals. In keeping with our commitment, LCPtracker will take steps to ensure that people with disabilities are provided with reasonable accommodation. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact the LCPtracker Human Resources Department at HR@lcptracker.com.

Education and Experience

• 1-2 years relevant customer success or relationship management experience.
• Project management experience preferred.
• Davis-Bacon or other Prevailing Wage compliance experience preferred.
• Two-year degree preferred.