Meet Your Client Success Manager: Jake Ronza
January 14, 2021
Pype’s Client Success Managers (CSMs) come from a variety of backgrounds and with a variety of experiences, but they all work very hard to ensure that every project team finds success when using any of Pype’s products. From onboarding and training, to taking feedback and suggestions for new features, CSMs are the lasting point of contact between our clients and Pype as a whole. To help get to know them better, we sat down with each of them and discussed their experiences, stories, lives, and anything else on their minds.
Tell us a little bit about yourself.
Jake: I’m Jake Ronza from Fredericksburg, VA, currently living in Arlington right outside of Washington, D.C. In my free time I enjoy being outdoors, and am an avid hiker and skier. I’m also a huge sports and music fan, so sporting events and concerts would typically consume my social schedule – unfortunately due to COVID, that has been put on hold for the time being! My parents and siblings all live close by, so we’ve spent most of quarantine this past year playing games. Board games, outdoor lawn games – you name it, we’ve played it.
When did you start working at Pype? What was your position like then?
Jake: I joined the Pype team in June 2019. Back then the CS position was fairly new, so it demanded a “dive right in” approach. I was up to the task, and it’s been incredible to witness how Pype has evolved from a humble start up to one of Autodesk’s latest acquisitions. I continue to be impressed by the quality and stability of our products, and the real-world impact they have on construction projects globally.
What do you like most about working at Pype?
Jake: As a Client Success Manager, it has to be the people. This includes my clients and colleagues who I work with daily. It is empowering to collaborate with project teams at the forefront of constructing some the most impressive & innovative structures across the country, and having colleagues who share that same passion makes the day to day all the more enjoyable.
What do you think is Pype’s value to the construction industry?
Jake: Pype immediately unveils a light at the end of the tunnel for some of the most painstaking tasks of a project lifecycle. Each platform takes a manual burden off project teams in its own way and presents an intuitive interface for personnel to apply their expertise without the daunting legwork. Automating tasks such as submittal log creation and submittal management by trade for final turnover are met with a mix of excitement and relief when presented to project teams for the first time. Overall, we provide accuracy, speed, and efficiency to our clients’ processes.
What’s something that’s surprised you about how clients use Pype?
Jake: One client I work with has revamped their existing TCO workflow to now reside entirely in the Closeout platform. Their team of Project Administrators spent a good amount of time collaborating with Pype’s Client Success Team to standardize their closeout process, including the rework of an existing closeout requirements checklist, and assembling custom folder structures for owner delivery. Clients see the value in standardizing traditional workflows to be compatible with our “new age” products, which is something you don’t often see!
Do you have any anecdotes or stories from clients you’d like to share?
Jake: I work with a project team based in Cambridge, MA that was blown away by AutoSpecs’ ability to identify and decipher product data from specs. The Project Manager on the call quipped to his team of engineers that they will never know “the nightmare of flipping through hundreds of pages by candlelight.” We all got a laugh, and I was able to make a Paul Revere “one if by land, two if by sea” joke for the Boston-based GC.
What do you want clients to know about you or about working with you?
Jake: I have extensive knowledge of Pype’s role in the project life cycle. I also understand that most of my clients are onsite dealing with a hundred things at once at any given moment. To respect their time, one of my biggest priorities is to provide clients with clear and succinct consultation without unnecessary fluff.
What’s the one thing you most want clients to understand about the platform?
Jake: I always stress the importance of delivering feedback when something could be improved. Despite years of practice, I still haven’t mastered mind reading, so I strongly encourage all suggestions to expand our product features. Client feedback is one of, if not the most important contributor to continued innovation, and Pype’s product roadmap is proof positive.