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Build your career at Agile Frameworks

Agile Frameworks provides the only industry solution that fully integrates corporate, field, and lab management activities in one platform across multiple engineering and construction disciplines. Companies that use MetaField experience a distinct competitive advantage focused on Profitable Engineering™.

As a team member of Agile Frameworks, you become a part of an elite and evolving organization providing the most advanced software-as-a-solution (SaaS) for the AEC Industry.

The Forms Expert works directly with our products team and customers to help build and maintain a library of standard and custom forms to ease data entry for end users and adhere to industry standards.

Responsibilities

• Create and maintain a library of forms and reports based on regulatory standards and customer requests
• The ability to accurately decipher regulatory requirements and translate them into a form and report, sometimes using complex calculations and form design in order to meet conditions for compliance
• Work with customers to develop and maintain forms and reports within our MetaField product
• Facilitate conference calls / remote sessions to resolve form issues
• Serve as liaison between products team and customers in form development
• Attain and maintain expert knowledge of Agile Frameworks’ products and technologies
•  Provide proactive and reactive assistance to customers
• Troubleshoot customer issues using knowledge, tools and other internal resources
• Full ownership of technical issues until resolution provided
• Set and manage expectations with customers, including regular and timely communications
• Identify and seize opportunities to teach the customer about product usability, best practices -Ability to teach complex topics
• Escalate high priority issues to appropriate internal stakeholders as necessary and appropriate
• Be available and accessible to fellow co-workers
• Maintain a friendly, approachable, positive attitude, while exhibiting a high level of professionalism
• Understand and apply active listening skills
• Duties and technical issues may sometimes require extended work hours, including weekends and holidays
• Complete other duties as assigned by Agile Frameworks management

Skills Required

• Robust knowledge of Microsoft Excel
• Knowledge of report design engines (i.e. Crystal Reports)
• Excellent verbal and written communication skills
• Troubleshooting Windows and Web-based environments
• Strong knowledge of databases
• Analytical mindset
• Ability to multi-task and prioritize job requirements
• Self-motivated (takes initiative)
• Strong desire to learn and develop
• Customer-focused
• Works well in a team environment as well as independently

Desired Experience

• Bachelor’s degree preferred (High school diploma or equivalent required)
• Construction materials lab operational experience
• AMRL / CCRL audit experience
• Experience working with ASTM, AASHTO, and DOT materials testing standards
• Software business analysis experience
• Experience with software products and methodologies
• Experience with software form / report design engines

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Agile Frameworks provides the only industry solution that fully integrates corporate, field, and lab management activities in one platform across multiple engineering and construction disciplines. Companies that use MetaField experience a distinct competitive advantage focused on Profitable Engineering™.

As a team member of Agile Frameworks, you become a part of an elite and evolving organization providing the most advanced software-as-a-solution (SaaS) for the AEC Industry.

Solutions Consultant (SC) provides ongoing technical and project support to Agile Frameworks customers that are implementing our products into their environment. The SC will utilize personal knowledge, tools and resources within Agile to understand a customer’s business and workflow and assist in customizing and configuring a business solution.

Post live, the SC provides front line support to Agile Frameworks customers on issues through our service request portal, providing known solutions to customers quickly in a professional manner.

Principal Duties and Responsibilities:

• Builds rapport with and among all project stakeholders and instills confidence in the ability to add value and meet program and project objectives.
• Serve as a client advocate and advance services that build long term relationships between the Company, its partners, and its customers
• Serves as a trusted advisor to clients on Project and Change Management
• Manage multiple and concurrent customer implementation projects within the Services organization
  • Plan, monitor and manage ongoing work
  • Provide quality assurance on all project deliverables
  • Communicate status to customers and stakeholders
  • Manage and negotiate ongoing delivery issues
• Collaborate with other Agile Frameworks departments such as Sales, Products, Support and, Customer Success to create companywide best practices and global capabilities
• Ability to travel up to 30%
• Maintain high availability for Service Portal submissions
• Provide proactive and reactive assistance to all customers
• Assess and understand the impact, severity and urgency of issues
• Understanding of and ability to ask open-ended/close-ended/probing questions
• Troubleshoot customer’s product issues using knowledge, tools and other internal resources
• Record and document all issues/activities related to customers
• Log all testing, troubleshooting and research done in process of resolution
• Assist customers with the implementation of workarounds/solutions
• Facilitate conference calls / remote sessions to resolve product issues
• Full ownership of technical issues until resolution provided
• Set and manage expectations with customers, including regular and timely communications (daily)
• Identify and seize opportunities to teach the customer about product usability, best practices -Ability to teach complex topics
• Maintain a high level of product knowledge and professionalism
• Maintain a friendly, open, approachable, positive attitude
• Understand and apply active listening skills

Skills/Experience Required

• Have strong experience, skills, and knowledge regarding project management, configuration, and training for SaaS business to business software solutions,
• Continued selling of product value throughout implementation and training process to promote strong user adoption
• Work with the Customer Success team during implementation to establish KPI’s and supporting success metrics baselines in order to measure realized value,
• A critical thinker with an in-depth understanding of the end to end process used by companies to acquire, implement, deploy strategic software technology solutions.
• Highly self-motivated and able to work effectively with remote customers.
• A client-focused mindset, delivering superior customer results and service.
• Confidence in self and organization, and a ‘can-do’ attitude in the face of change and ambiguity
• Strong people, communication and presentation skills.
• Values diversity, collaboration, and has experience mentoring others.
• Excellent written and verbal communication and presentation skills.
• Troubleshooting Windows and Web-based environments required
• Strong knowledge of databases required
• Basic experience/awareness of networking fundamentals
• Basic Understanding of Web services and Security
• Analytical and customer-focused mindset
• Ability to multi-task and prioritize job requirements
• Strong interpersonal skills
• Self-motivated (takes initiative)
• Strong desire to learn and develop

Apply

Agile Frameworks® provides comprehensive software-as-a-service solutions that integrate corporate, field, and lab data for business process automation across architecture and engineering disciplines. We transform workflows, create high-value data, and deliver outputs our customers can trust resulting in industry-leading productivity and profitability.

The Customer Success Manager provides ongoing customer success and account management for designated customers, as well generating opportunities to increase customer growth and usage of Agile Frameworks services. This will be accomplished by utilizing personal knowledge, tools and resources within Agile to understand customer business needs and how Agile Frameworks can help achieve them.

This is a full-time (40 hours) hybrid position working in our Bloomington, MN office Tuesday through Thursday from 10am-3pm and remotely the remainder of the week.

Responsibilities

• Serve as the lead point of contact for assigned customer accounts.
• Work with professional services team to transition customers; understand client stakeholders, processes, and business practices.
• Collaborate with Product and Marketing teams to drive maximum adoption.
• Build and maintain strong trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Increase customer satisfaction by understanding business needs and providing solutions such as product/module additions, model changes and expanded usage, enabling customers to get even more value.
• Identify at risk customers and address issues with internal teams.
• Advocate customer needs/issues cross-departmentally - Work with other functional teams to channel client feedback and solutions into feature enhancements.
• Track, analyze, and implement solutions for metrics including but not limited to: Net Promoter Score, customer retention/churn, etc.
• Set and manage expectations with customers, including regular and timely communications, facilitate conference calls / remote sessions to resolve product issues.
• Gain an understanding of the total complement of potential end users by archetype.
• Negotiate and close renewal contracts for assigned customer accounts.
• Identify and close upsell / cross sell opportunities for customer growth and maximizing user adoption.
• Create advocates for Agile Frameworks; Referenceable accounts, case study participants, etc.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders through the forecasting and tracking of key account metrics.
• Prepare reports on account status.
• Assist internal Technical Support with challenging client requests or issue escalations as needed, assess, and understand the impact, severity and urgency of issues.
• Escalate high priority issues to appropriate internal stakeholders as necessary and appropriate.
• Attain and maintain working knowledge of Agile Frameworks’ products and technologies.
• Maintain a high level of professionalism with a friendly, open, approachable, positive attitude.
• Duties and technical issues may require occasional extended work hours, including weekends and holidays.
• Other duties as assigned.

Ideal Work Experience and Skills

• 5+ years' SaaS experience as a Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, Solutions Consultant or relevant role.
• BA/BS degree in Business Administration, Sales or relevant field or equivalent work experience.
• Ability to communicate to and influence key stakeholders at all levels of an organization.
• Proficiency with MS Office; Excel, Word, PowerPoint.
• Experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot), Dropbox, Smartsheet.
• Experience working with internal cross-functional teams.
• Experience delivering client-focused solutions to meet customer needs.
• Proven ability to successfully maintain multiple accounts, while maintaining sharp attention to detail.
• Understanding of and ability to ask open-ended/close-ended/probing questions.
• Excellent listening, negotiation and presentation abilities.
• Strong written and verbal communication skills.

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