18 days old

Customer Success Specialist, ARC Facilities

ARC Document Solutions
San Ramon, CA 94583
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Customer Success Specialist, ARC Facilities

Implementing award-winning ARC Facilities SaaS

"Best Facility Software 2021, 2020, 2019 & 2018, Facility Executive Magazine

Top 10 Healthcare Compliance Solution Provider 2018, Healthcare Tech Outlook

Campus Safety Best Product Winner 2021, 2019, Campus Safety Magazine

ARC Facilities is transforming access to facilities information with a mobile-first platform for on-the-go facilities teams. Access and share critical building information including as-builts, closeouts, emergency information, O&Ms, and compliance information via an easy-to-use app. Facilities teams are able to eliminate hours of electronic file searches and trips to and from the plan room digging through paper. The ARC Facilities solution enables them to simply tap a mobile device to quickly locate shut-off valves and fire alarms, conduct remote troubleshooting, and prevent minor accidents from becoming catastrophes. With instant access to building information, facilities teams can cover more ground, be more responsive and more efficient. ARC Facilities is a division of ARC Document Solutions.

ARC Facilities is looking for a motivated, ambitious, and driven Customer Success Specialist to work in our Customer Success team. The Customer Success Specialist will coordinate with and communicate closely with customer contacts, ranging from field technicians to Directors.

The Customer Success Specialist is responsible for overseeing the implementation of the modules the customer has purchased. This will require travel to the customer's locations, following floor plans for the building, locating, photographing, entering device-specific data, stickering, and pinning the assets in our App, using a mobile device. The Customer Success Specialist will host user training while onsite and follow-up training using online meeting tools (e.g. Zoom).

The Customer Success Specialist is expected to lead and manage their implementation process with a focus on speed to deployment and customer satisfaction. The Customer Success Specialist reports to the Senior Manager Customer Success Team.

These are some of the exciting things you get to do:

  • Be a trusted adviser, consultant, and ongoing point of contact for our clients during product implementation
  • Be the primary relationship driver and communicator with your assigned customers. Your mission is to find ways the customer can realize more value from products and services
  • Answer product and service questions; suggest information about other products and services, and provide training; Resolve product or service problems
  • Work to secure renewals from all customers; identify upsell potential in accounts and present new business opportunities to Sales
  • Maintain customer information in HubSpot
  • Read blueprints and floor plans for Commercial Buildings, Schools, Hospitals, and other complex buildings
  • Work in a fast-paced environment and complete work under a deadline
  • Travel 75% + of the time without issue
  • Exhibit excellent communication skills, with the Client, Sales team, and within the Customer Success team
  • Be very comfortable working with an iPad / mobile device as well as a PC
  • Use Zoom and other webinar tools, to conduct and participate in meetings/training
  • Being able to quickly recognize/memorize a list of assets to locate on a floor plan and to photograph. Assets include Emergency Equipment, Shut Offs, and Capital Equipment.
  • Be comfortable working in a variety of facilities, in Equipment / Mechanical rooms, around large equipment, and on rooftops
  • Schedule travel and keep expense records

Company Expectations:

  • You will work hard and work smart to achieve your goals
  • You will proactively seek the help/advice of your management team, and bring challenges and roadblocks to our attention promptly
  • You will be open, honest, and direct in your communications
  • You will be an excellent member of our team, collaborating with all and helping others
  • Comfortable in a remote setting and the use of teleconferencing tools such as Zoom for meetings both internally and with customers
  • Ability and willingness to travel as appropriate

This is what we are looking for:

  • 2+ years working with construction trades
  • Understanding of building facilities industry
  • Technical aptitude quick to develop a deep understanding of new software
  • Familiarity with HubSpot, Salesforce, or other CRM software
  • Proficient in Microsoft Office Suite
  • Proven record of providing top-class customer service
  • Strong organizational and project management skills
  • A history of going above and beyond
  • Experience in software, SaaS, or technical service preferred
We are offering:
  • Excellent Company support and resources
  • Competitive compensation including a car allowance
  • Company provided Laptop, Mobile phone and iPad
  • Excellent Company Reputation because we consistently receive 5-star customer reviews
  • Comprehensive Employee benefits that include full health, dental , vision, and life insurance as well as a 401-K Plan with company matching
  • Employee Stock Purchase Plan giving you 15% money by allowing you to buy ARC stock on the NYSE at 15% BELOW street value
  • A management team that supports you and want to see you be successful
  • Culture of caring for our employees
  • A variety of products to take to market that is unrivaled in the industry.

To all recruitment agencies:

ARC does not accept agency resumes. Please do not forward resumes to our Careers alias or other ARC employees. ARC is not responsible for any fees related to unsolicited resumes.



Posted: 2021-10-06 Expires: 2021-11-07

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Customer Success Specialist, ARC Facilities

ARC Document Solutions
San Ramon, CA 94583

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