Customer Success Specialist, Industrial Scaffold Software (full time)

Job Overview

Location:

Houston area, Texas

About Avontus

Scaffold contractors, rental companies and industrial services firms around the world run their businesses on Avontus’ software. When a customer goes live with our software, our tools solve the biggest problems that brought them to us. Their processes are large and busy, so their teams naturally keep working the way they were first trained.

Once a customer’s initial problems are resolved, new issues arise: the problems that sat lower on their list and the ones the customer didn’t know they had. Avontus usually solves the newer problems too, but the customer often does not know the answer is already in the software they own. You will ensure they find our solutions.

The role

As the Customer Success Specialist, you own the relationship with our existing customers. You will spend a day with a Houston-area customer every week or two, at their office, yard or job site. As needed, you will travel internationally to visit customers in markets such as Australia, New Zealand, the United Kingdom, Europe, South Africa or the Middle East. You will also make occasional trips to customers elsewhere in the United States and Canada. This is an individual contributor role with no direct reports.

How you will start

You will spend your first 90 days learning Avontus Designer, Avontus Viewer, Quantify, ScaffoldIQ, and Avontus AI Scaffold Connect, in the two teams that know our customers’ problems best.

Support: How customers use Avontus Designer, Avontus Viewer, Quantify and ScaffoldIQ day to day, where they get stuck, and how our team solves each problem. You will work real tickets alongside our support reps. You will also learn how Avontus AI Scaffold Connect integrates the customer’s AI assistant with our software and their other programs.

Implementation: How a customer goes from software purchase to live use: configuration, data migration, kickoff and handoff. You will join live implementations with our implementation team.

At the end of the 90 days, you move into the full role. Support and Implementation stay your closest partners, as well as the Development team. You will have a clear understanding of the three teams’ processes.

What you will do

Build and maintain customer relationships

• Meet customers at their workplaces: branch offices, yards and job sites.
• Work with each account’s salesperson, so the customer sees a cohesive Avontus team.
• Map customer accounts to detail who uses the software and who is new.

Solve the next problem

• Sit down with customers on site to discuss their biggest problems, including the problems they have not brought to us yet.
• Match each problem to a solution Avontus currently offers, an upcoming release, a feature request, or a product the customer does not own yet.
• Introduce new releases to the people who will benefit and explain how each new feature fits their daily work.
• Pass training needs to our Training team and product issues to Support, and follow up until the customer is satisfied.

Grow each account

• Find expansion opportunities: added users, new branches, and products the customer does not own yet.
• Propose upgrades and add-on sales to existing customers and work with the account’s salesperson.
• Help industrial services customers use ScaffoldIQ as a selling point with their own clients, the plant owners and operators.
• Obtain referrals, customer quotes and stories for case studies from happy customers, and pass new leads to Sales.

Protect revenue

• Watch account health through software usage, support history, payment status and contact frequency.
• Reach out early when an account goes quiet, a champion leaves, or a subscription is cancelled.
• Work with Renewals so no key account reaches renewal without a recent conversation.
• Step in on escalated support issues for key accounts, while routine tickets stay with Support.

Bring the customer’s voice home

• Report what you hear on site to the product owner: workflow gaps, feature requests, and competitor activity.
• Share Avontus’ product direction with customers, guided by the CEO’s vision, so they can plan around where the software is going.
• Keep our CRM current with every visit, call, opportunity and risk.

What success looks like

We measure you on the problems you solve, how fully customers use our software, and how many customers stay with us, not on sales targets, tickets closed or calls made.

First 90 days: Completed training in Support and Implementation. Learned Quantify, Avontus Designer and Viewer, ScaffoldIQ, and Avontus AI Scaffold Connect well enough to match a customer problem to the right solution. Met with your top US accounts by phone or video.

12 months: Kept your key accounts and raised product adoption across them. Brought in referrals and at least two customer stories for case studies.

What you bring

We can teach you our software. We cannot quickly teach you how a scaffold business runs, so industry experience comes first.

Required

• At least 3 years (5 or more preferred) working for a scaffold, access, or industrial services business, in operations, estimating, project management, account management or a similar role. Experience with a software or technology vendor serving these industries does not meet this requirement.
• A working understanding of how an industrial scaffold job runs, from request through build, inspection, handover and dismantle.
• Comfort proposing a software upgrade and explaining its value in the customer’s terms, then working with a salesperson to complete the sale.
• Confidence sitting across from an operations manager, estimator or yard manager, asking questions, and answering hard ones on the spot.
• Sound judgment to act for the company when you are alone on a customer site.
• Comfort reaching out to customers you haven’t met and following up with patience and persistence.
• Strong written and spoken English.
• Strong Microsoft Office skills, especially PowerPoint, and the ability to learn new software quickly.
• Based in the Houston area, with a day on site at a Houston-area customer every week or two, and willingness to travel internationally as needed.
• Authorization to work in the United States without employer sponsorship, and a valid passport for international travel.

A strong plus

• Hands-on use of scaffold software, especially Quantify; CRM tools such as Pipedrive; or rental and inventory systems.
• Experience working with refinery, petrochemical or power plant owners on turnarounds and shutdowns.
• Knowledge of OSHA scaffold requirements or a scaffold competent person role.
• An existing network in Gulf Coast industrial services.

What this role is not

• The role is not new-customer sales. Our salespeople handle new customers. You will reach out to existing customers you haven’t met yet. Their days are busy, so you need persistence and good timing, and you need to show quickly why the conversation is worth their time.
• After your first 90 days, the role is not a help desk. Support owns routine tickets; you step in when a key account needs you.

Pay, benefits and how to apply

• Base salary plus bonuses for customer retention, product adoption and problems solved.
• Company health, dental and vision plans, paid time off, and a 401(k).

If you have spent years around scaffold jobs and want to help the companies that build them get more from their software, email your resume and a short note about a customer relationship you helped grow to careers@avontus.com.