Customer Success Engineer at Darktrace providing technical product solutions for existing customers in cybersecurity AI. Supporting deployment and identifying new use cases while fostering customer relationships.
About the role
- Senior Technical Customer Success Manager maximizing client value through data-driven insights at nPlan. Specializing in project controls and technology to enhance the construction industry.
Responsibilities
- Coaching our most important clients on how they can maximise the value they get from nPlan.
- Building, maintaining and growing strong relationships within client organisations, understanding their needs and pain points.
- Setting up the product so it brings maximum value to our clients.
- Managing strategic projects to improve how we embed our products within client organisations.
- Mentoring clients on how to use our advanced features (e.g. LLM-based features) to best support clients.
- Collaborating with the Commercial team to drive engagement, retention, and expansion.
- Working closely with Product Managers and AI Engineers on prototyping.
- Becoming a key domain-expert link in our LLM evaluation cycle to ensure reliable, accurate analyses.
- Potentially line management of more junior client engineers.
Requirements
- Approximately 5+ years of experience in a planning, risk, PMO, or project management role on major construction projects.
- Deep understanding of large construction schedules (P6), how they are built, and how to analyse them.
- Demonstrable experience in implementing strategic projects that significantly improve an important outcome for an organisation.
- Passion for implementing technology to improve the construction industry.
- Excellent relationship-building skills: You care deeply about delighting customers.
- Please mention the word ‘crane’ in your application form.
- Nice to haves: Experience working in a software company or on the implementation of software in the construction context; Experience working with LLM applications.
Benefits
- Competitive salary between £65-80k + generous equity — when nPlan succeeds, so do you.
- Flexible hours, remote-friendly, with a Shoreditch office HQ.
- Uncapped holiday, private medical insurance, personal learning and development budget, enhanced family and sick leave, and more.
- Room to grow — we’re approaching 50 people and scaling fast.
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