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Paradigm · 9 hours ago

Customer Growth Partner

United States

Full-time

Remote

Mid Level

4+ years exp

Paradigm is a software company transforming the way that the residential, construction & building product industries operate across the globe. They are seeking a Customer Growth Partner to build relationships and ensure customer satisfaction with BFS’s Digital Tools, while collaborating with various teams to drive sales opportunities and enhance the customer experience.

CRMInformation TechnologyService IndustrySoftwareTransaction Processing

Responsibilities

Be the face of Paradigm and BFS. You will own the Paradigm/BFS relationship with your group of clients and are responsible for their satisfaction and success with BFS’s Digital Tools

Partner with the Sales Technician to identify and advance new sales opportunities, understand customer requirements, demonstrate BFS’s products, and be able to articulate the value proposition of BFS’s software solutions to stakeholders and executives

Collaborate with the Sales Technician in the creative solutioning of especially challenging customer requests

Coordinate with the Sales Technician to provide responses to customer requests for information, including proposals and providing technical guidance completing RFIs and RFPs

Generate revenue by listening to customer needs and transforming these into actionable projects

Organize and facilitate strategic business review and planning sessions for your client group

Be the voice of the customer. See the whole process and partner with Paradigm and BFS teams and make sure that all the pieces of the customer life cycle puzzle are assembled. This will include consistency and alignment across internal stakeholders

Lead presentations, facilitate group discussions & interact with executives

Be a BFS Digital Tools product evangelist, identifying and showcasing exponential value to client contacts at all levels (client contacts at all levels up to the executive level)

Your goal is customer satisfaction/retention, and you will be an escalation resource during the implementation and during the client life cycle to resolve issues and address urgent concerns

Establish a structured feedback loop to capture, analyze, and prioritize customer insights, ensuring continuous improvement and alignment with customer needs. This will include customer health monitoring. You will report on the metrics, health scores, and KPIs relevant to our products, services, and customers (for example: program health reports)

Responsible for shepherding customers through their annual contract renewals, identifying opportunities for additional services and products to enhance their experience and maximize value

Collaborate with the Delivery Manager to plan and execute the account scaling strategies that are inclusive of the growth goals for each account. This will include order and revenue forecasting

Coordinate account activities with BFS partners (including local market employees)

Create, document, maintain, and improve overall customer experience, sales, and delivery processes

Communicate any new projects in the pipeline

Responsible for customer engagement, via providing support and sharing best practices

Successfully foster collaboration – you are known for your ability to find commonality and partnership across different cross functional areas

Collaborate with the Delivery Managers and Sales Technician to establish an onboarding process for our products and services, from the sale, to discovery, implementation, go-live, and post-live. This will include training on best practices. You will also lead initiatives to enhance the customer onboarding and implementation experience, reducing time-to value and effort through process improvements and potential AI-driven solutions

Provide data driven recommendations on how our existing service and product teams can evolve to perform customer success tasks and functions as appropriate

Define and monitor early success metrics that align with customer ROI goals, ensuring measurable value is delivered throughout the customer journey

Qualification

Sales account managementCustomer Success experienceSoftware sales experienceCRM system proficiencyInterpersonal skillsPresentation skillsMulti-tasking abilityTeam playerMotivational skills