Customer Success Representative Full Time

Gordian (www.gordian.com) is the leader in facility and construction cost data, software and services for all phases of the building lifecycle. A pioneer of Job Order Contracting, Gordian’s solutions also include proprietary RSMeans data and Facility Intelligence Solutions. From planning to design, procurement, construction and operations, Gordian’s solutions help clients maximize efficiency, optimize cost savings and increase building quality.

The Gordian Group, Inc., a recognized leader in the field of construction procurement solutions with operations throughout the US, is growing!  We are seeking the right talent in Greenville, SC, to help us in our mission of providing innovative products and services to organizations pursuing efficient and effective construction-procurement and information solutions.

The primary responsibility of the role is to support the sales & account managers with on-boarding and the post-sales client lifecycle as it relates to Gordian product education / training, client user adoption, churn mitigation and program optimization / expansion as defined for the client’s business relationship with Gordian.

Responsibilities: – Customer Relationship Management

Work with sales team to facilitate the client on-boarding process, ensuring the best possible customer experience
Develop and maintain an expert level of knowledge of Gordian’s product offerings
Monitor and engage with customer support team, ensuring timely responses and issue resolution in all cases
Maintain consistent, meaningful communication with all accounts, ensuring client needs and expectations are being met – and exceeded wherever possible
Identify client business objectives and share with internal stakeholders to drive long-term account satisfaction and growth
Collect client feedback from customers regarding key problems and pain points
Manage and facilitate customer trainings via 1 on 1, groups & feature enhancement webinars
Support client churn mitigation plans with sales, this includes tracking & providing weekly and monthly summaries
Monitor client usage adoption KPIs to ensure alignment with our product value proposition
Prepare and conduct quarterly business reviews with customers as needed
Identify opportunities for business growth within existing accounts

Qualifications:

Experience managing end-to-end client on-boarding / training
3+ years in Customer Success or in customer-facing capacity such as account management or customer support
3+ years of experience using CRM systems or other CRM software and tools
Experience conducting business and/or account reviews for high value clients
Nice to Have

Experience with SaaS implementation and retention
Project Management experience
Bachelor’s Degree in Business / Commerce or other related field/discipline
PERFORMANCE STANDARDS

Success in this role will be measured by client satisfaction & retention of existing accounts. This can be achieved by providing exceptional service and developing / refining the customer experience as defined with sales team.
ENABLING COMPETENCIES

Customer Obsessed: Understand client needs and proactively communicate with excellent verbal and written communication delivering solutions
Relationship Management: Ability and willingness to develop and exploit a range of productive relationships both inside and outside the team to further organization objectives
Problem Solving: Understand problems and ask the right questions to distill / simplify complex scenarios
Innovation: Generate effective new approaches & solutions to enhance the customer experience and solve practical problems
Adaptability: Ability to effectively prioritize and proactively respond to client needs
Process Improvement: Experience collecting, analyzing, and summarizing data for internal and external customers for driving continuous improvement through analytics
Drive for Results: Self-motivated to exceed objectives as defined on time

About Us
Gordian is the world’s leading provider of facility and construction cost data, software and services for all phases of the building lifecycle. A pioneer of Job Order Contracting (JOC), Gordian’s offerings also include our proprietary RSMeans data and Facility Intelligence solutions. From planning to design, procurement, construction and operations, Gordian’s solutions help clients maximize efficiency, optimize cost savings and increase building quality. Gordian is a part of the international business group Fortive, with 26,000 people employed worldwide.

We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan. EOE/AA/M/F/Vets/Disabled

“The company in which you have expressed employment interest is a subsidiary or affiliate of Fortive Corporation. The subsidiary or affiliate is referred to as a Fortive Company. Fortive Corporation and all Fortive Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1-866-272-5573 or e-mail applyassistance@fortive.com to request accommodation.”

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

Ready to move your career forward? Find out more at careers.fortive.com.

EEO Statement
We Are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request an accommodation.