Argumentorik-Akademie GmbH, representing Dodge Construction Network, is hiring a Customer Engagement Manager. In this key Go to Market role, you are responsible for educating and empowering existing SMB customers to realize value through their partnership with Dodge. You will support the customer experience through proactive outreach and solution-oriented approaches to improve retention.

What You'll Do

Build and maintain strong relationships with existing clients to understand their needs, provide support and ensure customer satisfaction.
Execute successful customer engagement program through customer journey with intentional outbound touchpoints using customer health indicators and other support tools.
Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchased.
Serve as the primary point of contact for customers, addressing their inquiries, resolving issues and driving value by using customer analytics and regular review of their accounts.
Act as a customer advocate within the organization, ensuring that customer feedback, concerns, and needs are communicated effectively to relevant departments for prompt resolution and product improvements.
Develop and execute strategic account plans for customers, focusing on objectives, tactics and timeliness to maximize growth and retention.
Contact and secure upcoming renewals at least 120 days in advance of maturity date.
Provide training and support to customers on using products or services effectively, utilizing methods such as product demonstrations, training sessions and/or assistance in creating and updating their profile or saved searches.
Attain all KPIs designed to improve retention, including contact rate, churn, and renewal and retention ratios.
Follow SOPs for all account interactions within standard CRM systems and other tools.
Stay up to date of job, product, and industry-related training opportunities.
Educate and empower clients to take full advantage of product features and updates, guiding them through transitions and helping them integrate changes into their daily operations.
Leverage data and insights to identify adoption gaps and deliver targeted training, resources, or recommendations to improve engagement and retention.

What We're Looking For

High School Diploma or GED.
2+ years of relevant sales, account management, or support experience supporting SaaS based software.
Proficiency in desktop software programs (Word, Excel, PowerPoint).
Ability to learn SaaS products.
Basic construction industry knowledge or ability to learn construction industry knowledge.
Technical skills.
Superior personal integrity and ownership of outcomes.
Exceptional communication skills.
Relationship building and client-centric skills.
Ability to coach customers on best practices and uncover pain and solution.
Empathetic small business growth mindset to identify meaningful opportunities for customers benefit.
Communication/Interpersonal, team building, growth mindset, conflict resolution, organization, coaching/mentoring, effective writing and presentation, problem solving, storytelling, decision making and time management, strategic planning, and critical thinking.

Nice to Have

Bachelor's degree and/or combination of equivalent work experience.
Working in a SaaS based environment.
Previous CRM or order management experience.

Team & Environment

Reports directly to the Manager, Customer Success.

Benefits & Compensation

Compensation: $50,000-$65,000 + monthly variable.

Work Mode

This is a remote position open to candidates within the Continental United States.

Dodge Construction Network is an Equal Opportunity Employer. All employment decisions shall be based on merit, qualifications, and business needs without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.