Customer Success Representative

McCormick Systems A Foundation Software Company

McCormick Systems, a Foundation Software company, provides all-in-one takeoff and estimating software designed for the mechanical, electrical, and plumbing trades. For over 45 years, its solutions have helped estimators work more efficiently with features including patented Auto Home Run and Auto count functionality, trade-specific databases, and remote accessibility.

As part of Foundation Software, McCormick Systems combines decades of industry expertise with innovative technology to help contractors simplify estimating and confidently pursue new opportunities.

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