PURPOSE OF POSITION
Drive customer success and satisfaction through comprehensive training, proactive support, and effective problem resolution for our Software Offerings. Serve as the primary advocate for customer needs by gathering feedback, documenting processes, and translating customer requirements into actionable insights for the Director and Development team. Act as a business analyst to ensure customer voices directly influence product improvements and development priorities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.
- Conduct comprehensive training sessions with new and existing customers, primarily conducted remotely with occasional on-site visits
- Provide ongoing proactive customer support, troubleshooting and resolving issues efficiently and escalating complex technical problems to the development team when necessary
- Monitor customer health metrics and proactively reach out to customers who may need additional support
- Create and maintain training aids, user guides, video tutorials, and system documentation reflecting new features and best practices
- Maintain a knowledge base of common issues and solutions for both customers and internal teams
- Gather, document, and synthesize customer feedback on product functionality, pain points, and feature requests
- Translate customer needs and business processes into clear, actionable requirements for the Development team
- Serve as the voice of the customer in planning discussions and prioritization meetings, ensuring customer feedback drives product development
- Communicate product updates, new features, and improvements to customers effectively
- Work with customers to understand their business processes and identify opportunities to better align our products with their needs
- Draft functional specifications with detailed descriptions of desired functionality, expected outcomes, and technical requirements
- Participate in user acceptance testing and validation of new features
- Attend daily 15-minute stand-up meetings with the development team
- Work cross-functionally to improve the overall customer experience
The position is primarily onsite.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
CERTIFICATES
This job has no certification requirements at this time.
EDUCATION – EXPERIENCE – SKILLS
Required:
- High School Diploma/GED
- Exceptional communication and interpersonal skills with ability to explain technical concepts to non-technical users
- Strong customer service orientation with empathy and patience
- Training experience and demonstrated ability to help others learn new software systems
- Excellent problem-solving skills and ability to think critically about customer needs
- Detail-oriented with strong organizational and documentation skills
- Ability to translate customer feedback into clear, actionable requirements for technical teams
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
- Comfortable learning new software tools quickly
- Self-starter who can identify priorities, take initiative, and drive work forward independently
Preferred:
- Bachelor's degree in Business, Information Technology, Communications, or related field
- Previous experience in customer success, customer support, or technical training role
- Experience with project management or business analysis
- Familiarity with the concrete dispatching/scheduling industry
- Bilingual is a plus
Experience with any of the following tools (or similar):
- Jira (project management)
- Ai Tools (ChatGPT, Replit, Claude)
- Teams (collaboration)
- SharePoint (documentation)
- Visio (process mapping)
- Penpot, Krita, Inkscape (design tools)
- MongoDB (database concepts)
- Data analysis tools
- Experience working with any programming language or technical documentation
- Understanding of software development lifecycle and agile methodologies
CORE VALUES – Listed in bold below are Cemen Tech’s six Core Values including an example of each Core Value.
- Positive Mindset - We know our attitude affects our performance.
- Ingenuity – Better, Faster, Easier
- Accountable - We accept responsibility for our actions.
- Do the Right Thing - Do the right thing every time.
- Engaged - Listening to understand...acting to accomplish.
- Safety - We will reinforce safe habits by our own actions.
COMPETENCIES
To perform in this position successfully, the individual should demonstrate the following work competencies:
- Problem Solving - Identifies and resolves issues in a timely manner.
- Communication Skills – Speaks clearly, listens and receives clarification, responds to questions.
- Dependability - Follows instructions, responds to management direction, and takes responsibility.
- Quality Assurance - Demonstrates accuracy and thoroughness.
- Ethics/Professionalism - Treats people with respect; Works ethically and with integrity.
- Organizational Support - Follows policies and procedures.
- Judgment - Exhibits sound and accurate judgment.
- Safety and Security - Observes safety and security procedures; Uses equipment properly.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the employee:
- Must be able to frequently stoop/bend.
- Must be able to regularly use hands and arms.
- Must be able to regularly stand and walk.
- Must be able to lift and/or move up to 30 pounds.
- Must be able to work at a height of 15 feet on occasion.
- Specific vision abilities required by this job include close, distance, color, and peripheral vision.
- Must be able to travel by vehicle or plane up to 10% of the work week.
ENVIRONMENTAL ADAPTABILITY
The noise level in the work environment is usually moderate.
Cemen Tech, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, The Employer will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations with Cemen Tech, Inc.
