Customer Success Associate

ICON is looking for Customer Success Associate to manage and grow relationships with ICON’s customers across the residential, public sector, defense, and space verticals. In this role, you will work hand-in-hand with the business development team and across internal departments at ICON. This role reports to the Director of Customer Success and is based on our Austin, TX campus.

RESPONSIBILITIES

• Manage each customer relationship after the ‘sale’ has been made and serve as the main point of contact for ICON’s customers.
• Optimize the customer journey to ensure a stellar customer experience at every stage of the process.
• Align, educate, and coordinate internal teams to bring value to the customer and provide exceptional experiences.
• Form strategies to grow existing business with our most valuable customers.
• Maintain customer and market insights that inform our product, processes, and overall value proposition to customers.
• Assist with regular and ongoing market research and customer interviews.
• Host visits, site tours and maintain vast knowledge of each project, construction and other key elements of ICON’s work.

QUALIFICATIONS

• 2+ years of experience in a construction management, customer success, or business development related role.
• Experience in Housing,Technology, and Innovation.
• Ability to create strategies, implement them, track performance, and achieve set objectives.
• Experience with analytics and keen problem-solving; process development and improvement; as well as task planning and delegation skills.

PREFERRED SKILLS AND EXPERIENCE

• Experience with CRM software tools, database management systems.
• Strong desire to learn and grow with professional drive and positive attitude.
• Strong organizational skills, and the abilities to work under pressure, meet deadlines and budget time.
• Proficient with keynote presentations.
• Excellent public speaking skills.
• Ability to quickly read the room and adapt presentation or discussions to meet the needs of the group or individual.