Account Manager

Description:

BuildAi is an AI-driven construction site management platform that transforms live site data into real-time safety, quality assurance, and predictive project outcomes. Founded in January 2019 by construction industry professionals with several decades of Tier 1 construction and development experience, BuildAi was hatched out of an initiative to radically revolutionise the construction delivery process, to solve inefficiency issues faced by the development and construction sector.

Rather than manually monitoring the progression of a construction site, BuildAi uses technology including visual, telematic, and other data sets to capture and maintain a real-time picture of progress, providing an accurate account of site production status, coordination of offsite supply chains, and optimisation of logistics management focussing on the tower crane.  

The NSW-based company has raised $5.7 million in capital to date from industry leaders, including Galileo Ventures, Mirvac Ventures, Kennards, Marr Contracting, The Preston Group, Total Construction, and more.  

BuildAi is on a mission to realise long overdue productivity gains and create balanced, safe, and family-orientated workplaces for construction professionals. 

After closing a recent round of funding, we’re moving on to the next stage of growth in our journey and searching for an experienced Customer Success Manager to join us. 

The Role

As an early member of the BuildAI team and our first Customer Success Manager, you’ll report directly to the CEO and be tasked with becoming a trusted partner for our customers, from ensuring an effective onboarding program to providing support and training and becoming their key contact throughout their experience with our product. 

We expect you to build effective relationships with customers and explore opportunities to expand our reach across additional sites or subsidiaries. You’ll also help us to define the customer journey, optimise customer success processes, and provide feedback/insights from customers to our sales and product teams. 

In summary, your role will involve: 

• Owning our customer relationships post-sale, ensuring a smooth onboarding program and being their point of contact for the continuing relationship, ensuring consistently high levels of customer retention. 
• Supporting customers in their continued use of BuildAI, and ensuring they are using the product to its full capability. 
• Managing the incident resolution process for any technical support issues customers may experience. 
• Leverage customer feedback & insights to deliver actionable product ideas to the team, enabling product improvements, process improvements & a greater customer experience.  
• Developing your knowledge of the BuildAI product and the construction sector, keeping abreast of the latest industry developments and innovations. 
• Building relationships across the BuildAI team as a whole, specifically working closely with the Sales and Product team to provide excellent handovers, potential new business opportunity leads, and detailed customer feedback as we scale the product. 

As a fast-growing organisation, you’ll need an enthusiastic approach to other responsibilities as they arise and apply your skills to any challenge that may present.

To be successful, we believe you will need: 

• Proven experience in a customer success role, ideally in an industry experiencing digital transformation. 
• A clear understanding of excellent customer experience practices and needs identification. 
• Demonstrated stakeholder management and relationship building skills with a wide variety of individuals at all levels of an organisation. 
• Highly effective communication skills, both verbal and written, with solid documentation and knowledge mapping experience.

With a successful, entrepreneurial and experienced leadership team in place, we’re searching for a Customer Success professional who genuinely thrives in delighting customers by delivering an outstanding onboarding experience and ongoing relationship interactions. The ideal individual will thrive in the pace of a scaling business with ambitious goals.