Customer Success Specialist jobs in Ann Arbor, MI

Description

Company Summary 

LCPtracker, Inc. is a cloud-based software (SaaS) provider specializing in labor compliance for public works construction projects. Headquartered in Orange, CA – with offices in New Braunfels, TX and Fenton, MI LCPtracker helps government agencies and prime contractors meet Davis-Bacon/prevailing wage compliance requirements on projects backed by federal, state, and/or local funding. 

Thousands of clients and over 100,000 contractors use LCPtracker for their certified payroll and construction site compliance needs. 

LCPtracker has been recognized year after year since 2017 as one of the “Best Places to Work” in Orange County by the Orange County Register.

Position Summary 

Implementation Specialists partner directly with LCPtracker Account Managers and Customer Success Managers to provide comprehensive, timely, and accurate configuration of LCPtracker software solutions to help meet customer’s business needs.  

Primary Duties and Responsibilities

• Software Implementation and Training: Perform requirements gathering, configure software to help meet individual client's compliance needs, including system settings, and lead training for account administrators and users.

• Account Management: Assist with periodic Account Reviews and analytics for key clients. 

• Relationship building: Build positive relationships with customers and create raving fans.

• Documentation: Maintain comprehensive documentation on all processes and activities and provide details to the Customer Success Manager regarding areas of follow-up needed for customer implementations.

• Subject Matter Expert and Internal Projects: Participate in internal project teams and initiatives, as assigned.

• Maintain basic employee requirements: managing schedule, completing expense reports, updating weekly KPIs, reporting work hours in LCPtracker’s HR application, etc.

• Attend special trainings, user group meetings and the LCPtracker Conferences, such as Ignite and Spark, as required.

• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Core Competencies

• Conduct training session for Administrators, Contractors and Prime Approvers on an as-needed basis

• Confidentiality: This role may be privy to confidential and/or sensitive information. Must demonstrate integrity in maintaining confidential and sensitive information and strict adherence to organizational policies and procedures.

• Communication Proficiency: Uses friendly and proficient communication to interact with a wide range of people, frequently exchanging information about office operations.

• Time Management: Must manage their own time, using an electronic calendar in an email program to set meetings, to request others to attend and to coordinate their responses. Responds to requests for attendance at various meetings.

• Technical Capacity: Proficiency with many kinds of office equipment, software, and technology that is used or managed.

• Initiative and Proactivity: Correctly anticipates a need, volunteers readily, and acts without being told to do so. Brings new ideas to the company. Undertakes self-development activities; seeks increased responsibilities; takes calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

• Drive for Results: Is goal-oriented; maintains focus on the objective.

• Problem Solving, Personal Judgment: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics. Solicits and applies feedback.

• Quality Management: Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Does not cut corners; monitors work to ensure quality; applies feedback to improve performance.

Education and Experience

  Required:

o Customer Service/Software Implementation experience

o Microsoft 365 application competence

  Preferred:

o College degree 

o Salesforce experience

o Construction Compliance Knowledge

o LCPtracker applications

Work Environment

This position performs its duties from our New Braunfels, TX office. This position operates in a professional office environment and role routinely uses standard office equipment such as computers, phones, mobile devices, photocopiers, filing cabinets and fax machines.

Physical Requirements

While performing the functions of this job, the employee is regularly required to sit; frequently required to talk and hear, use hands and fingers to type, scroll and use computer equipment. The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection of text/data in both print and electronic forms.

Ability to lift and move up to 25 pounds.

Position Type and Expected Hours of Work

This is a full-time non-exempt position reporting to the New Braunfels, TX office. Days/hours worked are dependent on the workload at the time. General availability and presence in the office is expected during regular business hours Monday-Friday. However, some flexibility is allowed. Occasional evening and weekend work may be required as job duties demand.

Travel

There is no major travel requirement for this position. However, infrequent travel may be necessary to visit remote office(s), attend conferences/industry events, etc. Attendance at our corporate Staff Retreat is required. This event is a 2-3-day retreat.  Attendance at our annual User Conference as assigned.

Salary Range

Expected Compensation

Texas Implementation Specialist rate $20.00 to $22.00 per hour benefits 

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Benefits

Along with competitive pay, as a full-time LCPtracker employee, you are eligible for the following benefits:

Paid Time Off

10 Paid Holidays

Phantom Stock

401k Plan with up to 4% company match

Medical Benefits (Health, Vision and Dental)

Life Insurance

LTD & STD

Employee discounts and perks program

LCPtracker participates in the E-Verify Program. E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration. It allows employers to confirm an individual’s employment eligibility to work in the United States. View the attached notices, available in English and Spanish, for important information regarding the E-Verify program. E-Verify Notice (PDF); Right to Work Notice (PDF)

LCPtracker, Inc. is an equal opportunity employer of all qualified individuals; including minorities, women, veterans, and individuals with disabilities, and regardless of sexual orientation or gender identity. LCPtracker, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances.

LCPtracker is committed to the full inclusion of all qualified individuals. In keeping with our commitment, LCPtracker will take steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact the LCPtracker Human Resources Department at HR@lcptracker.com. 

Qualifications