Customer Success Manager - Kiewit Technology Group

Position Overview

The Customer Success Manager is the vanguard of the Customer Success team and is responsible for the implementation of technology on our projects as well as the development and curation of training materials used to educate our business on the processes we support. A Customer Success Manager will typically travel to project and district offices to train on technology as well as consult with project teams on how to best use KTG-supported tools to enable their processes.

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

We are open to hiring in Omaha, NE; Lenexa, KS or Houston, TX.
 

Responsibilities

Leadership
•Display first-rate customer service abilities and always be willing to help with a positive attitude. 
•Work with a customer-centric mindset, take initiative on issues, questions, and work to full resolution.
•Act with an owner-mindset, always looking to balance short-term needs with long-term goals and strategies for the overall benefit of Kiewit projects and the company. 
•Work cross-functionally with other Product and Customer Success Managers and Customization Coordinators, Business Market Leads, Regional Technology Managers, Technical Support, and other areas to ensure collaboration and alignment in implementation and support strategies.
•Demonstrate proficiency in time management, planning, and prioritization.
•Set and manage deliverables and timeline expectations with internal and external stakeholders. 
•Leverage relationships to support the business as needs arise.
•Represent Kiewit and KTG with the highest levels of professionalism both internally within the company and when working with external parties.

Customer Success, Training, and Functional Support
•Collaborate with Tactical Relationship team members and subject matter experts to maintain and update existing courses as needed. 
•Address business-related questions including functional, process, or technical and training requests directly with users.
•Provide knowledge transfer and training internally within the Field Technology and Success team.
•Lead/oversee the creation of end-user training material and marketing communications for the product including advocating for Kiewit Launchpad by ensuring products are represented, well-communicated, and up to date.
•Facilitate change management and partner to gain buy-in of processes from stakeholders and users to create better cohesion and clear communication throughout the organization.
•Act as a liaison between the business and KTG to drive continuous improvement.
•Manage internal marketing and communication applications including Yammer, Launchpad, and other channels to build a learning community for technology related items.
•Aid in the configuration of learning content into the learning management system.
•Engage in detailed consultation with Districts and Projects of diverse sizes to ensure proper set-up of applications and business processes.
•Improve business knowledge of software products and features, and other KTG services that will aid them in executing their job.

•Develop and maintain proficiency in the company’s software applications and core technologies.
•Stay informed as to where the industry and software options are going in the future. Use this information to offer advice to others within the organization.
•Understand and follow processes, procedures, and internal controls.
•Interact with classroom participants in a manner that demonstrates sensitivity, tact, and professionalism.
•Identify skills, knowledge, and information gaps of a customer base and create or suggest appropriate learning experiences to close those gaps.
•When necessary, facilitate and execute teaching sessions onsite and online with end users.

Training Material and Documentation Development
•Build out interactions in a way that allows the learner to interact with the content easily and intuitively.
•Develop visually appealing and easy to use interfaces to improve the learning experience.
•Maintain knowledge of new learning approaches, technology, and tools through continuous research to ensure our solutions deliver innovation.
•Provide clear instructions, guidance, and expected outcomes regarding learning activities.
•Review training product, audit classes, and provide trainer feedback.

Qualifications

•Enterprise product owner experience, or equivalent experience in the engineering and construction industry, and/or equivalent domain experience relevant to the product preferred
•Construction management (engineer, controller, etc.) experience preferred.
•Excellent communication skills, with ability to create and deliver dynamic presentations to internal and external audiences. 
•Must be able to Travel up to 50% in a month, including some weekends, throughout all North America, Canada, and Mexico.
•Bachelors degree or equivalent experience.
•Facilitation and/or training experience with adult learners.
•Strong understanding of emerging technologies, standards, and best practices.
•Embraces technology and has a passion to learn and teach others.
•Change agent and willing to provide input to drive process improvements.
•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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