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Customer Success Manager

4 months ago

Chicago, Illinois, United States lulafit Full time

What You'll Do

We are seeking a dynamic Customer Success Manager who can foster strong client relationships and retention, while effectively managing our on-site leadership. This individual will play a pivotal role in identifying growth opportunities, enhancing operational excellence, and ensuring consistent delivery of our brand promise across all interactions.

Serve as the liaison between clients and our team to ensure smooth alignment of operational strategies with exceptional service delivery. Act as the guardian of our operational playbooks, ensuring team performance and execution. Tailor solutions to exceed client expectations. Manage KPIs and customer satisfaction. Embody brand values in all interactions, fostering trust and loyalty. The salary range for this role is from 115k - 150k.

How You'll Do It

  • Own client relationships and execution across a portfolio of buildings
  • Ensure client satisfaction and support in unlocking value from our products
  • Establish client objectives, track KPIs, and deliver regular reporting
  • Own client alignment with our scope of services and capabilities
  • Translate customer challenges and goals into operational strategies
  • Manage Site Leads to execute on client goals
  • Regular meeting with direct reports, performance management, and team development in partnership with internal teams
  • Travel to sites to identify areas for development and improved execution
  • Grow clients by identifying expansion opportunities within client portfolios and opportunity to introduce new services
  • Lead the launch of new sites, services, and technology within your portfolio, from strategic planning to implementation, ensuring seamless delivery
  • Own operational budgets ensuring service delivery against client expectations.
  • Establish deep familiarity with diverse client stakeholders and their priorities
  • Connect client insights and trends into ongoing company innovation

Desired Skills

  • Strong client and relationship management skills
  • Familiarity with commercial real estate landscape and stakeholders (asset management, property management, leasing, etc)
  • Strong communication, de-escalation, problem-solving and presentation skills
  • Proficient in managing cross-functional teams towards shared objectives
  • Capable of leading and managing direct reports
  • Ability to provide direction, set clear expectations, and effectively delegate tasks to maximize productivity and achieve desired outcomes
  • Ability to cultivate a culture of accountability and innovation
  • High emotional intelligence and analytical abilities.
  • Ability to synthesize data into relevant client stories and insights
  • Ability to manage complex projects and deliver quality results on time and on budget

Qualifications

  • 3-5 years experience in customer success or client relations roles, preferably in commercial real estate
  • Managed client relationships and ensured their success through effective communication and support.
  • Managed direct reports, guiding and developing team
  • Collaborated with cross-functional teams to address client needs and deliver solutions.
  • Tracked and analyzed customer metrics to identify opportunities for improvement and growth.
  • Resolved customer issues and escalated when necessary to ensure timely resolution.
  • Conducted regular check-ins and reviews with clients to maintain strong relationships and gather feedback.
  • Assisted in the onboarding process for new clients, ensuring successful implementation of services.
  • Acted as a trusted advisor to clients, providing guidance and recommendations to optimize their experience.
  • Contributed to the development and enhancement of customer success processes and strategies.
  • Utilized data to synthesize into relevant client stories and insights