Customer Success Specialist

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 100000 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

Customer Success Specialists partner directly with LCPtracker Customer Success Managers (CSM) to provide comprehensive tracking follow-up and pro-active support during the implementation of the LCPtracker software and throughout the customers journey to best meet customers business needs.

Duties/Responsibilities

• Develops and maintains long-term business relationships by serving as a subject matter expert an internal advocate and a client liaison.
• Collects and analyzes data to help a company improve their customers experiences.
• Requirements Gathering and Software Implementation: Understand the customers specific state regulations and compliance needs. Work with the CSM to schedule client meetings document requirements gathering and proactively schedule client check-in meetings.
• Account Management: Assist CSM with documenting information for account reviews and tracking of analytics for key clients.
• Relationship building: Build positive relationships with customers and create raving fans.
• Documentation: Maintain comprehensive notes and documentation on all processes and activities. Provide detailed notes to the CSM regarding areas of follow-up and create Cases and PDRs in Salesforce as needed.
• 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 LCPtrackers 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

• Schedule and document 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:

• Customer Service/Administrative customer experience
• Microsoft 365 application competence

Preferred:

• Some college or a college degree (or relevant work experience)
• Salesforce experience
• Construction/Prevailing Wage Compliance Knowledge
• LCPtracker system knowledge

Salary Range

The Customer Success Specialist hourly rate $23.00 to $26.50 per hour

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

Paid Time Off

10 Paid Holidays

Phantom Stock

401k Plan with up to 4% company match

Medical Benefits (Health Vision and Dental)

Life Insurance

Long Term Disability and Short Term Disability coverage

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift 15 pounds at times.

Work Environment

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 Demands

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.

Position Type and Expected Hours of Work

This is a full-time position reporting on site to our New Braunfels TX office with the ability for some limited hybrid work after 90 days. Working hours are on a 9/80 work schedule. General workdays are M-F during regular business hours 8-5. Days/hours worked subject to change and are dependent on the workload at the time. 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 annual corporate Staff Retreat is required which typically takes place in December. This event is a 2-3-day retreat. Attendance at LCPtracker Conference(s) as assigned.

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 individuals 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