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COMPANY BACKGROUND

Bluebeam, Inc. is a US-based multi-national software company founded in 2002 and headquartered in Pasadena, California, with additional US offices in San Diego, Dallas, Chicago, and Manchester, New Hampshire. Globally, we are rapidly expanding our presence, with international offices in the United Kingdom, Australia, Germany, Sweden, and Denmark to serve our customers in over 130 countries. We specialize in productivity, collaboration & project management solutions for the Architecture, Engineering, & Construction (AEC) industry.

Today, over 1.9 million professionals throughout the world use our award-winning Revu product, which allows multiple people to collaborate in real time on technical documents. In the US, we are a market leader in our space and a go-to partner for the top AEC firms in the nation.

COMPANY CULTURE & HIRING PHILOSOPHY

At Bluebeam, our purpose is clear: Together, we’re building a better life for those who build our world. Crack no cd para resident evil 3 demo.

In order to make the impact on our world that we desire to, we know that our people are what matters most. To fully realize our purpose requires building and developing a diverse & extraordinary global team of people who are committed to the success of Bluebeam, our customers, and their fellow employees.

Required Characteristics:

Because of this we put both competency and character at the center of our hiring process. We are committed to hiring employees with the ability to achieve superior results while maintaining an ethical, team-based approach to their work.

We believe that teamwork is the ultimate long-term competitive advantage, and we hire those who recognize that achieving our companywide results is the result of creating value for our customers - which in turn leads to high levels of personal job satisfaction and creates opportunities for career advancement. This means that every employee should be willing to roll up their sleeves alongside their fellow employees, no matter the task, to ensure the company (not just a department or individual) accomplishes its objectives.

At Bluebeam, we believe leaders inspire those around them, and all employees should act as leaders, whether they lead a team, lead a project, or proactively lead themselves through their day.

We hire people who:

• Have integrity in all they do
• Demonstrate and inspire trust and teamwork
• Are self-engaged, optimistic, and resilient, bouncing back quickly from setbacks
• Take personal ownership over outcomes, seeing challenges as opportunities and choosing to find a way to “succeed anyway”
• Express their ideas assertively and engage in positive, productive conflict and unfiltered debate of ideas
• Fully commit to decisions made, even those in which they may not fully agree, and express their buy-in through positive, productive action
• Hold themselves and their peers accountable to delivering on companywide results on behalf of our customers

In summary, Bluebeam employees are committed to winning together as we work to create real and enduring value for our customers, our industry, and our world. And we are committed to winning the right way – both ethically and as a team.

OPPORTUNITY

Bluebeam is searching for a highly experienced and dynamic Vice President of Global Customer Success to develop and lead a holistic, customer-centric approach that delivers a positive influence from the initial sale, to onboarding and expanding adoption, to cross-selling and upselling, to retention and renewal. As Bluebeam evolves its legacy business model toward subscription and SaaS, this team is critical for the next stage of growth and to deliver on Bluebeam’s vision of global industry impact. As this is a global leadership role, it is vital that he/she thinks globally first and understands the importance of developing a globally consistent approach with local relevancy in order to fuel our growth internationally.

By engaging in meaningful proactive interactions, the team works to understand customers’ businesses, provide creative solutions to their challenges and drive value in ways most pertinent to each customer. Ultimately, the Customer Success leader and team will help customers find ever-more ROI from Bluebeam and play a critical role in the achievement of our revenue goals. They will serve Bluebeam’s purpose by achieving our customer retention goals and increasing product adoption and usage within the AEC industry at large.

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Reporting into Bluebeam’s President and Chief Customer Officer, the VP of Customer Success will lead a team and drive initiatives designed to retain and create the optimal growth environment within Bluebeam’s most strategic customers across the globe. He/she also will develop a systematic, high-value self-service model for small to mid-sized businesses so that we can best serve all our customers.

By partnering with leaders in Direct Sales, Channel, Marketing, and Products, this leader will design and execute programs and services aligned to our business strategy, ultimately resulting in incremental recurring revenue streams from new offerings that help our customers achieve their defined business goals

As such, the leader of our Customer Success organization should have deep experience in current and evolving customer success models as well as direct involvement evolving from legacy technical support and professional services models. The ideal candidate will possess a proven track record of leading a proactive high-value customer-focused approach to customer success and creating and delivering differentiated experiences, programs, and services that lead to the health and happiness of a large and diverse customer base.

An ideal candidate is…

• Able to develop and execute the concept of “customer success at scale”, leveraging technology and turning the Customer Success organization into a results-delivering service program using analytics, inspiring leadership, and business value delivered through 1:1 and 1:many customer experiences
• Passionate and knowledgeable about customer experience and support, with a global mindset and empathy for customers of all sizes and the challenges their operational teams and administrators face.
• Comfortable working across the spectrum of C-level executives and VPs to set strategy, with leaders of peer teams to coordinate the customer experience and methodology, and with front-line contributors who might be early in their career.
• Self-motivated and a creative problem-solver, able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a long-term strategy creating the foundation of Customer Success for the future.
• Dedicated to team development: helping team members at the onset of their careers to grow in depth and breadth of skill, cultivating their passion, and enabling them to take on increasingly important roles, both inside the team and across Bluebeam.
• Strategic-minded, compassionate, organized and committed. Additionally, he/she must understand and believe that a positive and value-driven customer experience is the common thread that differentiates Bluebeam from the crowd and is critical to forming long-term partnerships.
• Tech-savvy and has experience successfully leveraging technology to achieve customer success goals

PRIMARY RESPONSIBILITIES

• Define and implement strategies to improve customer experience and efficiently scale the team to address the needs of a growing and diverse customer base in order to minimize customer churn
• Implement, improve and standardize key processes to ensure a consistent, reliable, and high value journey for customers
• Lead a current team of Technical Support Specialists, Professional Services and Customer Training staff to maximize our customer’s ROI from Bluebeam solutions while evolving and building the team to support our transition towards Subscription / SaaS
• Maximize adoption and usage across our strategic customer base ensuring Bluebeam becomes a trusted and proven partner with the goal of achieving period-over-period improvement in customer retention and growth.
• Partner closely with sales and marketing to design new service and support offerings that drive incremental revenue streams and create a foundation of recurring revenue.
• Push the boundaries and use your customer savvy, segmentation understanding, and industry background to develop innovative ways to identify, connect, and support customers who need Bluebeam’s help to grow and thrive.
• Understanding how to message customers in a way they respond to is key, as is developing ways to serve many customers simultaneously.
• Partner with Bluebeam executive team to align and expand on global strategy, in a way that balances regional needs with organizational simplicity and consistency.
• Manage to clear and metric-driven deliverables on a quarterly basis that showcase customer growth, trends, retention, and product/industry maturity.
• Plan and direct all aspects of our scaled success organization. Including but not limited to account strategies, escalations, objectives, and initiatives in alignment with the Bluebeam Customer Success organization and methodologies.
• Partner with teams outside of Customer Success to create and maintain customer messaging and content that delivers a simple and consistent curated customer experience.
• Partner with Operations and IT to develop and drive operational changes to support the scalability of our Customer Success programs
• Develop and implement strategies that create a learning environment, attract and retain top performers, reduce time to proficiency, and scale the team

PROFESSIONAL EXPERIENCE/QUALIFICATIONS

• 8+ years of Director or above level experience in growing global SaaS organization serving both SMB and Enterprise customers at scale
• Strong track record of building customer-centric teams and culture that champions a customer first mentality
• Enthusiastic and creative leader with the ability to inspire and motivate others
• Demonstrated record of using customer segmentation and engagements to improve the customer experience in an innovative and repeatable way
• Proven experience interpreting data analytics to derive insight and turn those insights into initiatives that drive customer value
• Understanding of basic SaaS and business metrics with the knowledge of how to modify strategic plans to deliver against targets
• Proven track record of delivering results for the business
• Effective at driving efficiencies through systems and process in order to optimize headcount investments while maintaining a high-value customer experience
• Experience working closely and productively with key cross-functional leaders in order to ensure customer success strategies have buy in and full alignment across the organization
• Experience managing globally distributed teams in multiple time zones

CORE COMPETENCIES

• Emotional Intelligence: Authentic, open, direct, and empathetic approach, able to gain trust while handling interpersonal relationships judiciously and with the appropriate level of professional discretion and confidentiality, maintaining full integrity at all times.
• Leadership: Possesses deep business acumen and ability to demonstrate their understanding of business operations and the systems, processes, departments, and functions that drive profitable growth while exhibiting the decorum that reassures others and builds unity and alignment to our mutual and shared success.
• Strategic Vision: Adept at establishing and communicating a compelling strategic vision of the future based on a robust analysis of the market opportunity, customer trends, competitive strengths / weakness, and Bluebeam resources and capabilities and articulates clear business objectives for their team and their role in implementing and executing them.
• Data-driven: The VP of Customer Success must be able to seek out and use data that informs customer retention and expansion strategies, as well as informs future go-to-market initiatives.
• Change Management: As Bluebeam will be evolving its business model, it is imperative that the VP of Customer Success be a positive and optimistic change management expert who is able to drive the organizational and cultural transformation that helps the ever-evolving market demand.
• Generational and Cultural Savvy: Our future success depends upon a diverse, multi-generational & multi-cultural global team of employees serving an equally-diverse customer base. This VP will have the ability to leverage the collective ideas and approaches of a diverse workforce and connect it to opportunities to improve both internally and externally.

EDUCATION

• Bachelor’s Degree or greater in business administration or international management

If you think you are a good match for the Bluebeam team, please send us the following:

• Your Resume
• Some sort of personalized introduction for us. This could be a cover letter, a few bullet points about yourself, etc.

About Bluebeam

The construction industry is adopting new technology at a feverish pace. Tablets and cell phones are replacing paper blueprints, drones are surveying jobsites in 3D, and cloud collaboration is changing the way teams work together. Bluebeam plays a crucial role in this transformation. The key to our success is a customer-focused approach to product development: we work with the industry to create solutions for the industry. Today, over 1.6 million people throughout the world use Bluebeam. In the US, we’re a critical partner for the majority of top AEC firms, and rapidly expanding our presence globally, with offices in Sweden, Germany and the UK.

Come design and build your future with us.

Bluebeam is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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