Customer Success
Who We Are
Two of the biggest enemies on every job site are wasted time spent searching for information and rework caused by missing or outdated information. As more software is built for both construction offices and the field, these issues are intensifying, creating an ever-growing digital divide. LINQ is the only tool available that instantly bridges this divide. It does this by giving everyone the power to instantly retrieve the most current documents by speaking or typing into any computer, smartphone or tablet. Think of it as the ultimate search engine for shop drawings, plans, specifications, submittals, contract drawings, and more. This means you can say goodbye to doubts about document accuracy. Say goodbye to digging through endless folders searching for files. Say goodbye to loads of rework. And use LINQ to simply say what you’re looking for. Get it. And get work done right — right away. Our team has over 35 years of collective experience in leading construction process and technology improvements in both the hardware and software space for Tradeworkers,
Sub-Contractors, General Contractors, Structural Engineers and Architects.
What You Will Do
This is a fantastic opportunity for someone with a MINIMUM 2 years of experience either being in a Customer Success role at a Construction Technology company OR the equivalent of being the Innovation and/or Technology Champion within your respective Construction company. You will be a key part of the team to bring LINQ to an industry that is in the midst of significant digital
disruption. The Customer Success (CS) role is a strategic function that will contribute to our external and internal success. In this position you will envision, lead and coordinate activities that ensure the success and growth of customers of LINQ. As we continue to innovate, you will play a key role in leveraging your deep understanding of the problems we solve to ensure continuous high
levels of product adoption of both current and future features.
What You Will Accomplish
● Onboard new customers within 20 days or less, while setting them up for long-term success
● Drive customer engagement into the platform, ensuring that 100% of customers meet our minimum engagement goals
● Identify and help to close up-sell opportunities
● Renew at least 99% of customers per year
● Develop at least 2 new case studies per quarter*
● Generate at least 1 referral per month to new prospects for the sales team to work
● Contribute to at least 1 thought-leadership blog post or article per quarter*
*Content-writing support provided by our Marketing team
How you will Succeed
● Develop a deep understanding of each customer’s business and their goals
● Help customers use our product to solve their pain
● Hold quarterly executive business reviews (EBR’s) to understand progress toward goals
and adjustments that need to be made
● Travel as needed to ensure our customers are getting maximum value by using LINQ
● Advocate on behalf of the Customer and liaise requests as appropriate to the Product Team
What Specific Experience You Bring to the Team
● 2+ years of customer success experience with a construction SaaS company OR have knowledge on how project documentation is managed within a construction project along with experience deploying technology inside of your organization
○ Experience with one or more of the following software packages
■ Bluebeam, Plangrid or equivalent
■ Procore, eSUB or equivalent
■ Autodesk - 2D and 3D platforms
● Proven high performer (99%+ of Renewal & Upsell Quota YoY) in a startup environment
● Exceptional oral and written communication
● Exceptional customer management and engagement skills
● Ability to take extreme ownership and initiative in a fast-paced environment where priorities can change rapidly
● Overall get stuff done attitude
What Additional Qualifications You Might Have
● Ability to articulate empathy for how Sub-Contractors and Tradeworkers struggle with
using technology to get the job done
● Experience with customer success tools like Intercom
● Sales training