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Sr. Customer Success Manager
3 months ago
About the role:
Our Customer Success Managers (‘CSMs’) play a crucial role in building long-term, transformational customer relationships by partnering with customers across our Enterprise, Strategic, Mid-Market, and Growth customer segments. You will engage with customers at key points throughout their lifecycle and collaborate with internal teams across the business. Customer Success Managers are key to ensuring that every client receives first-class service and the best possible value from their investment with Building Engines and JLL/Technologies.
Key to these outcomes is your ability to effectively engage with Building Engines customers as needed, understanding each customers goals and key requirements. By engaging with colleagues across CS, Product, Sales and Customer Support, you will help clients design and deliver solutions that create tangible investment returns and drive client satisfaction.
Roles and responsibilities include:
Consult customers on achieving success with their Building Engines services; briefing and working with colleagues across relevant teams to configure the required solution for the customer.
Provide hands-on advisement for the customer along their customer journey; key advisement areas include product use strategies, driving end-user adoption, product best practice, and proposing workarounds to achieve desired outcomes.
Collaborate with stakeholders (both internal and external) on delivery timelines, key milestones, and open items, ensuring that tasks required are managed and delivered.
Partner with Sales to develop a plan for rollout of any additional functionality related to long-term client solutions, identifying opportunities for expansion.
Quickly become an expert in product functionality and provide demos/trainings to client, clearly articulating how product features (and/or workarounds) can meet clients’ goals and needs.
Develop trusting relationships with the client by delivering timely updates, providing targeted solutions, and proactively identifying gaps and opportunities.
Serve as the client's liaison and advocate with internal teams, representing the client during internal meetings and discussions.
Adding Value to the Customer Lifecycle
Assist customers with all product-based consultancy and advice on new projects, ongoing usage or upgrades in product levels. For example:
Advise and demo on platform configuration.
Own data requests on product usage/adoption.
Negotiate client escalations from the Customer Support team where consultancy, internal escalation management, and regular client updates are required.
Facilitate product "best practice" reviews, positioning yourself as an expert in the product capabilities and customer's needs.
Facilitate ongoing, regular meetings with Client Leadership to discuss ongoing project status, provide product release updates, offer insights on product use and adoption, and answer critical client questions.
Other Activities
Support the Customer Success team on internal initiatives related to reporting, training, product knowledge and customer education. Including, but not limited to: hosting product office hours, conducting webinars, creating external product resources.
Identify client references and client success stories, liaising with Marketing and Sales.
The successful candidate will demonstrate:
Customer focus: Everything you do will be underpinned by delivering an exceptional customer experience and ensuring our customers can demonstrate the value of working with Building Engines - experience of managing a diverse range of customers and delivering excellent service is vital.
A proven track record: You will have proven experience of working consultatively with client teams, understanding their strategy and having the ability to align technology to help them achieve business goals and desired outcomes.
CRE Tech Knowledge: You will have knowledge and experience of working with customers in CRE Tech and industry best practices.
Excellent consulting skills: able to listen carefully and translate key customer needs and desires into workable solutions before overseeing those through to realization.
Team-orientated: You will be able to work with the wider team to scope and deliver customer requirements. You know how to strategically collaborate with internal teams to effectively advocate for your client’s needs.
Communication skills: You will have the confidence, knowledge and skill to facilitate broad-ranging conversations with customers/senior managers. You understand that sometimes, you'll have to deliver a "no" when the client is expecting a "yes," and you know how to do so strategically.
Exceptional organizational skills and keen attention to detail: You will ensure that you keep tasks on track and take ownership for ensuring customer commitments are met.
A focus on continuous improvement: You will look for opportunities to keep improving our products, processes and service to make sure that our offering remains the best in the market.
Positive, solutions-focused outlook: You will ask "What can we do to make this happen?" rather than "I don't know how this would work?"
Ability to manage time autonomously: When faced with multiple competing priorities, you know how to allocate time toward what matters most for the team, the business, and the client.
Meeting Management: You have lead meetings with multiple high-level stakeholders in the room. You’ve thoughtfully guided conversations to be value-add for all participants.
The base salary range for this position is $90k - $95k.
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