Manager, Customer Success - Kiewit Technology Group

Position Overview

The Manager, Customer Success is both the manager of one or more product lines and the corresponding products, as well as the supervisor of Customer Success Managers and Engineers. The Manger is typically responsible for several products and guides the long-term strategy of those products. Additionally, their teams are responsible for the successful implementation of KTG field-facing products on Kiewit construction projects including creating and delivering training, providing process support and guidance, and offering as-needed function product support.
 

District Overview

Kiewit Technology Group (KTG) builds solutions to enable and support a $12.5 billion company. Our mission is to deliver project schedule and cost certainty by employing technology designed by and for the construction industry. Our team deploys technology solutions to the field and home office departments that increase profitability by maximizing the way we use our people and resources in daily operations. KTG uses systems and tools that manage every part of Kiewit’s business and lifecycle of a project to improve planning and day-to-day execution in the field by giving our people real-time data to make faster, smarter decisions. When you join KTG, you will make an impact on the critical work we do every day. 

Location

This position is located at 12720 I Street, Omaha, NE. Work schedule is onsite Monday - Thursday with flexible Friday's.

Responsibilities

Leadership

•Challenge, motivate, and lead direct team members and indirect teams toward a common goal, while providing honest feedback along the way.
•Work cross-functionally with other KTG teams including architecture, project delivery, technical support, and other areas to ensure collaboration and alignment
•Work with a customer-centric mindset always
•Demonstrate proficiency in time management, planning, and prioritization.
•Ensure that all products are represented, communication is prompt and content is complete and up to date on Kiewit Launchpad
•Ensure Customer Success Managers and Engineers are adequately performing their responsibilities

Training and Customer Success

•Receive training request submitted from field via the Customer Success site and process accordingly 
•Guide the strategy for training and implementation of the KTG Supported tools in the field
•Oversee the creation and delivery of product and process training curriculum administered both in-person and virtually
•Provide consultation to Kiewit Districts, Projects, and Mega Projects to ensure proper set-up of tools and optimal field operations technology processes
•Analyze object data and subjective feedback to identify skills, knowledge, and information gaps within our business and strategize appropriate learning experiences to close those gaps.
•Stay informed as to the direction of the Kiewit business and where technology/software solutions are trending
•Assign Customer Success Managers and Engineers to facilitate and execute teaching sessions onsite and online with end users
•In conjunction with the Customer Success Managers and Engineers, gain buy-in of processes from projects and end-users to create better cohesion and clear communication throughout the organization
•Drive the improvement of customer knowledge of our products and their features, and other KTG services.
•Collaborate with Customer success managers/Engineers and subject matter experts to maintain and update existing courses as needed.

Product Management

•Understand user behavior and user likes/dislikes with products, processes, and services 
•Use logic and analysis to identify the strengths and weaknesses, the costs and benefits, and the short- and long-term consequences of different solution approaches 
•Assist in the creation of portfolio strategies guided by stakeholder feedback, cost considerations, strategic business alignment and wholistic technology alignment
•Understand the industry, trends in the industry, and our technology solution's position in the industry and market 
•Seek out and continue learning about new and emerging tools, technologies, and methodologies that may assist in streamlining work and improving productivity 
•Understand the total cost-of-ownership for a product and/or sub-product. Align understanding with roadmap vision and the vision of the entire portfolio 
•Ensure technology offerings align with business goals and objectives.  Advocate for solutions to promote adoption.
•Identify technology hurdles, funnel feedback to the appropriate KTG teams, and track and communicate status of progress on action items and/or deliverables back to end users.

Qualifications

Minimum of 2 years people management experience required

•Bachelor's Degree in field of study relevant to area managing or Computer Science related degree preferred or equivalent experience
•Enterprise product manager experience, or equivalent experience in the engineering and construction industry, and/or equivalent domain experience relevant to the product
•Excellent communication skills, with ability to create and deliver dynamic presentations to internal and external audiences
•Willingness to travel up to 30% of the time, including some weekends, throughout all North America, Canada, and Mexico.
•Strong understanding of emerging technologies, standards, and best practices.
•Embraces technology and has a passion to learn and teach others.  
•Change agent willing to provide input to drive process improvement.
•Has the ability to present complex technical information in a clear and concise manner to a variety of audiences.
•Has the ability to learn district processes and tools and incorporate those processes into new technology and training documentation.
•Ability to lead, influence, and motivate end user to achieve results.

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