Customer Success Lead

This unique role blends empathetic customer engagement with a deep understanding of cemetery operations and cloud-based technology. While serving as the primary pre-sale and post-sale liaison for our cemetery clients, you'll build strong relationships with cemetery managers, helping them onboard effectively, ensuring continued satisfaction, and guiding them towards long-term success.

While most of this work can be done from your own home, there may be visits to sites or marketing events which will require some occasional travel. Preference is given to candidates that are physically located within a reasonable driving distance of Madison, Wisconsin.

A little about Ramaker & Associates Inc

Ramaker is an award-winning architecture, engineering, and interior design firm with locations nationwide. We're multidisciplinary by design, because having a diverse staff with a range of expertise challenges us to approach projects with more creativity and agility. Best of all, Ramaker is 100% employee-owned, which means we know the value of strong relationships. Recognized as a Top Workplace by the Wisconsin State Journal four years in a row, Ramaker offers comprehensive compensation and benefits packages and empowers employee-owners to pursue their professional goals in a collaborative and flexible work environment. Ramaker is an Equal Employment Opportunity Employer that is committed to maintaining a welcoming, inclusive, and mutually respectful work environment for all. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

This position will work primarily with our Cemetery Information Management System (CIMS) clients. CIMS stores cemetery maps and records in one place, making management easier for the dedicated people who keep their cemeteries running. The technology allows users to view real-time insights into what's sold and what's available - all on an accurate digital map of the cemetery.

Your day to day as a Customer success lead

The Customer Success Lead is a vital member of our team, working alongside other team members to create and execute the overall CIMS vision and strategy.

This individual is responsible for creating the ultimate client experience throughout the sales process and beyond. Responsibilities include:

• Creating enticing proposals and following up regularly.
• Leading the onboarding and implementation processes for new clients all while keeping the implementation on task and on budget.
• Delivering customized product demonstrations to prospective clients and training presentations to new clients.
• Collaborating with marketing to proactively maximize our customer relationship management system (Hubspot) to get new clients and boost market share.
• Establishing regular check-ins with clients to assess satisfaction, gather feedback, resolve issues, and identify new opportunities for growth or added services.

This individual will also collaborate internally, sharing ideas to maintain, expand and scale the CIMS Cloud application.

What matters most

Ideally we are looking for someone to bring their ideas and experiences from a previous account management role where they were supporting clients for a business-to-business SaaS application for at least five years. The perfect candidate would have some experience or at least knowledge of the death care industry.

A top candidate will be highly organized and able to manage complex projects, proficient in the use of Microsoft products, and possess strong interpersonal, communication, and leadership skills.

If you are energized by creating a great customer experience through a product that has a meaningful impact on cemetery owners and their clients and clients' families, this may be the role for you!

Join us!

This position is eligible for our full benefits package including health insurance with a company-funded health reimbursement account, dental, vision, life, disability, accident, critical illness, and pet insurance options. Additionally, we offer two retirement plans with our 401(k) plan with a company match and our employee stock ownership plan which is fully-funded by Ramaker. Ramaker supports your work/life balance by offering early-out Fridays, vacation, sick, and holiday pay.

If you need an accommodation as part of the employment process, please contact Human Resources at 608-643-4100 or at employment@ramaker.com.