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Sr. Specialist, Customer Success

2 months ago

Oak Brook, United States The Chamberlain Group Inc Full time

If you are a current Chamberlain Group employee, please click here to apply through your Workday account.

Chamberlain Group is a global leader in access solutions with top brands, such asLiftMasterand Chamberlain,found in millions of homes, businesses, and communities worldwide.

As a leader in the Smart Home industry, we boast one of the largest IoT install bases, with innovative products consisting of cameras, locks, card readers, garage door openers, gates and more, all powered by ourmyQdigital ecosystem.

This role is within Chamberlain Groups sales organization. A successful incumbent is expected to (i) ensure clients have a seamless onboarding experience to the myQ Community platform (ii) Drive revenue by upselling services maximizing customer satisfaction and company revenue (iii) Build strong relationships with key stakeholders at customer organizations, becoming a trusted advisor and primary point of contact (iv) Maintain accurate records of customer interactions using our CRM system. Requires 3+ years in customer facing role, experience in process improvement projects, and a minimum of a bachelor's degree or equivalent experience.

Key Responsibilities:

  • Guide new customers through the onboarding process, ensuring they understand the software application and how to utilize it effectively.

  • Collaborate with sales, product, and support teams to coordinate seamless transitions from sales to onboarding

  • Conduct training sessions and live webinars to educate customers on product features and best practices

  • Build strong relationships with customers to understand their goals, challenges, and needs

  • Serve as primary point of contact for customer inquiries and issue resolution during the onboarding phase

  • Identify upsell opportunities based on customer needs and usage by adding to the value of our products/services

  • Collaborate with Sales to develop upsell strategies and proposals

  • Identify opportunities for upselling and cross-selling based on customer needs and usage patterns

  • Track and analyze key onboarding metrics in our CRM systems

  • Provide feedback to internal teams regarding product enhancements and improvements based on customer feedback and experiences

  • Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams

  • Protect Chamberlain Group's reputation by keeping information confidential.

  • Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.

  • Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

  • Contribute to the team effort by accomplishing related results and participating on projects as needed

Requirements:

  • Bachelor's degree or equivalent work experience

  • 3+ years in customer facing role

  • Experience leading process improvement projects

  • High sense of urgency

  • Strong sense of Customer Advocacy

  • High degree of influence in cross-functional roles

  • Ability to recognize and articulate trends and insights across the customer base

  • Change agent, able to drive new processes and streamline existing

  • Ability to travel up to 30% - Domestically and internationally; Valid drivers license

  • Preferred: Experience in access control

  • Preferred: Experience in SaaS

  • Preferred: Experience in muli-family

  • Preferred: Bachelor's degree in business, marketing, engineering, or

  • Master's Degree in related discipline

#LI-Hybrid - Illinois

#LI-MD1

Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We're proud to be an Equal Opportunity Employer, and you'll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We're committed to fostering an environment where people of all lived experiences feel welcome.

Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence Recruiting@Chamberlain.com.


NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.