As a Customer Success Manager at Iron Sheepdog, you aren't just "managing accounts" - you are the bridge between cutting-edge technology and the dirt-moving world. You will lead the charge in onboarding new brokers and clients, ensuring they don't just use our platform, but master it to drive their own business growth. We’re looking for a high-energy, project-management-minded professional who thrives on building relationships and isn't afraid to get their boots a little dirty to ensure a project’s success.

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Essential Duties and Responsibilities

To ensure success in this role, you must proficiently execute each essential duty. The following requirements delineate the requisite knowledge, skills, and abilities. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

• Master the Platform: Become an expert in the ISD mobile and web ecosystem to provide immediate, high-level support to clients, brokers, and haulers.
• Drive Onboarding & Adoption: Lead the end-to-end integration of new accounts, providing hands-on training until users reach full proficiency.
• Field Operations & QC: Spend time where the work happens. You’ll conduct daily "work-in-progress" inspections to ensure our technology is accurately supporting the construction schedule and load cycle efficiency.
• Be the Voice of the Customer: Collaborate across Sales Engineering, and Accounting to translate field feedback into platform improvements.
• Data Integrity: Review task reports (hourly, tonnage, cubic yard) to ensure tickets match reality, facilitating seamless billing and dispute resolution.‍
• Continuous Education: Keep our partners updated on new features, ensuring they always see the maximum value of the ISD application.

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Skills and Qualifications

Competencies

To achieve success in this role, the individual should demonstrate the following competencies:

Iron Sheepdog Platform Proficiency

Rapidly acquire operational proficiency with the mobile application and web browser. This knowledge must be applied to the benefit of clients, brokers, and operators. The ideal candidate will possess a comprehensive understanding of the platform and address all inquiries from any user.

Customer Expertise

Customer service skills shall include the ability to empathetically identify and understand the needs of the client and develop creative solutions to address their concerns. Acquire a foundational understanding of construction operations and processes.

Team Communication

A primary responsibility of this role is to serve as the training liaison between clients and the company. This requires exceptional written and verbal communication skills.

Strategic Perspective

Evaluate the overall business within the context of key factors such as market opportunity, competitive advantage, and resource allocation.

Problem Solving

Foster open communication; address difficult situations; maintain objectivity. Identify and resolve problems in a timely manner; gather and analyze information effectively; develop alternative solutions; facilitate collaborative problem-solving; employ logical reasoning, even when addressing sensitive topics.

Decision Making

Make decisions that optimize outcomes for both the individual and ISD. Decisions should be made rationally, based on thorough research of alternatives and understanding of potential consequences. Effective decision-makers consult others when appropriate and leverage knowledge, data, and opinions to inform final decisions.

Communication

Articulate ideas and thoughts verbally and in writing; demonstrate active listening and comprehension; maintain adequate information flow; select and utilize appropriate communication methods. Communicate clearly and persuasively in both positive and negative situations; actively listen and seek clarification; respond effectively to inquiries; participate constructively in meetings. Write with clarity and accuracy; edit work for spelling and grammar; adapt writing style to diverse needs; present numerical data effectively; demonstrate the ability to read and interpret written information.

Teamwork/Collaboration

Establish and maintain effective relationships; exhibit tact and consideration; work collaboratively in group settings; proactively resolve conflicts; demonstrate objectivity and openness to others' perspectives; provide and receive feedback constructively; prioritize team success over individual interests; support the success of all team members.

Proactive Ownership 

You don’t wait for an invite to help; you see a gap in a process and you close it. Exercise initiative and a willingness to independently accomplish tasks. Taking initiative inherently involves embracing a degree of risk.

Attendance

Maintain consistent work attendance and punctuality; ensure work responsibilities are adequately covered during absences; arrive at meetings and appointments on time.

Travel

Travel is required, as necessary. Short-term travel (2–3 days) for events and on-site training.

Reasoning Ability

Exhibit the ability to solve practical problems and manage diverse concrete variables in situations where standardized procedures may be limited. Demonstrate the capacity to interpret various instructions presented in written, oral, diagrammatic, or schedule formats.

Computer Skills

Expertise in Google Docs and Sheets.. Competence in web browsing and adaptation to emerging technologies. Utilize technology to enhance productivity and maintain updated technical skills.

Education and/or Experience

Possess 3-5 years of experience in implementation, training, and/or project management, or a related role within the construction or related industry.

Position Type/Expected Hours of Work

This is a full-time position. Regular workdays and hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional early morning, late evening, and weekend work may be required as dictated by job duties.

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Why Iron Sheepdog?

• Transform a Legacy Industry: Be part of a team that is revolutionizing the massive, essential short-haul trucking industry. We’re creating an tech enabled future that addresses the entire construction materials supply chain.
• The Iron Sheepdog Standard: Experience a unique business model where industry-leading software is backed by a relentless commitment to personal service and operational excellence.
• High-Growth Environment: Experience the thrill of a scaling startup where your contributions are essential to our collective success.
• Innovation at the Core: Join a company that values "what’s next," where we use technology to solve real-world problems for hard-working people.

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Total Rewards Package:

Iron Sheepdog is committed to offer a competitive compensation and benefits package to include salary, bonus, 401k,  healthcare, dental, paid time off and much more.

Equal Opportunity Employer:

Iron Sheepdog is an equal opportunity employer and prohibits against the discrimination against all candidates. 

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