Customer Success Manager II
4 weeks 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.
Who We Are Looking For.
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.
#J-18808-Ljbffr
-
Customer Success Manager
2 weeks ago
Boston, United States Threat Stack, Inc Full timeThreat Stack is in the exciting business of protecting the cloud-based businesses and applications you use every day. Do you use apps to get things done in your day-to-day life? We secure them. Primary Responsibilities: Ensure our customers are happy and are getting value out of our product. Empathize with every aspect of the customer experience, putting...
-
Customer Success Manager
1 month ago
Boston, United States Crayon Full timeJob DescriptionJob DescriptionCrayon is seeking a dynamic and motivated Customer Success Manager to join our team. The primary responsibility of this role is to help customers succeed with their competitive intelligence program and help them take their program from zero to one and/or from one to 100. The successful candidate will play a key role in building...
-
Customer Success Manager
4 weeks ago
Boston, Massachusetts, United States Motion Recruitment Full timeAn industry leader in the Telecommunications field is looking for a customer success manager to help the company manage their Saas buisness optimization platform. Candidates would joining the established Customer Success Team, alongside other managers. Ideal candidates for this role are able to utilize data analysis skills on a daily basis. Required Skills &...
-
Customer Success and Operations Manager
1 week ago
Boston, United States Sonde Health Inc Full timeJob Description Job Description Job Title: Customer Success and Operations Manager Company: Sonde Health Location : Can be based anywhere in the US Job description Sonde Health is the global leader in voice-based health tracking and data insights. Sonde’s vocal biomarker API/SDK serves enterprise apps and devices spanning consumer wellness to population...
-
Customer Success Manager
4 days ago
Boston, Massachusetts, United States Crayon Full timeCrayon is seeking a dynamic and motivated Customer Success Manager to join our team. The primary responsibility of this role is to help customers succeed with their competitive intelligence program and help them take their program from zero to one and/or from one to 100. The successful candidate will play a key role in building and enhancing customer...
-
Customer Success and Operations Manager
4 weeks ago
Boston, United States Sonde Health Full timeJob DescriptionJob DescriptionJob Title: Customer Success and Operations Manager Company: Sonde HealthLocation: Can be based anywhere in the USJob descriptionSonde Health is the global leader in voice-based health tracking and data insights. Sonde’s vocal biomarker API/SDK serves enterprise apps and devices spanning consumer wellness to population health....
-
Customer Success Manager Americas
60 minutes ago
Boston, United States Canonical - Jobs Full timeJob DescriptionJob DescriptionThe role of a Customer Success Manager at CanonicalCustomer success is a new and strategic department at Canonical, with a clear objective to reduce risk and churn, facilitate the adoption of new products or services and support expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing...
-
Enterprise Customer Success Manager
4 weeks ago
Boston, Massachusetts, United States mabl Full timeThe mabl team is on a mission to build the easiest low-code test automation solution on the market. We're enabling everyone from global enterprises to fast-growing startups to integrate application testing into their development pipelines and harness test data to improve product quality by making fast, powerful test automation possible for everyone,...
-
Head of Customer Success
4 weeks ago
Boston, United States Customersuccesscollective Full timeYou'll truly get the scope and autonomy to be able to make your mark and establish processes and playbooks to drive the team to success We’re looking for people who want to put their stamp on the world . The Head of Customer Success will lead US Customer Success in driving growth and adoption of our product, ensuring a positive customer experience, glean...
-
Customer Success Manager, SMB
4 days ago
Boston, United States Steer by Mechanic Advisor Full timeSteer by Mechanic Advisor offers a suite of software tools for today's automotive repair shop. We combine a mix of software tools that a repair shop needs to run a highly profitable shop, in one user-friendly, cost-effective platform. Through the Steer CRM suite, we allow the shop owner to get back to focusing on what matters, and to stop worrying about...
-
Customer Success Director
1 month ago
Boston, United States meQuilibrium Full time**meQuilibrium impacts the potential and performance of employees through the power of resilience. Our company culture offers a positive, team-based, fast-paced environment that’s grounded in the very values it teaches. We believe in supporting creative, entrepreneurial spirits with a healthy approach to work-life balance—and we’re looking for people...
-
Senior Customer Success Manager
2 weeks ago
Boston, Massachusetts, United States Seismic Software Full timePlease be aware we have noticed an increase in hiring scams potentially targeting Seismic candidates. Read our full statement on our Career's page.Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic's platform...
-
Customer Success Specialist
2 weeks ago
Boston, United States Vista Higher Learning Full timeWHO ARE YOU? You are a professional with a talent for training, teaching and guiding people through the learning process when it comes to new technology.WHO ARE WE? We are passionate, lifelong learners, and creative thinkers working daily to develop culturally authentic language learning digital and print content for the K-20 education space.WHAT IS THE ROLE...
-
Director of Customer Success
2 days ago
Boston, Massachusetts, United States Nexthink Full timeCompany Description Hi, we are Nexthink, pioneers in the digital employee experience niche. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints to assist IT teams in ensuring a pleasant working environment. With a cloud-native platform, we identify and address issues, automate responses, and aid...
-
Customer Success Director
2 weeks ago
Boston, United States meQuilibrium Full timemeQuilibrium impacts the potential and performance of employees through the power of resilience. Our company culture offers a positive, team-based, fast-paced environment that's grounded in the very values it teaches. We believe in supporting creative, entrepreneurial spirits with a healthy approach to work-life balance-and we're looking for people like...
-
Customer Success Specialist
3 weeks ago
Boston, United States CareerBuilder Full timeWHO ARE YOU? You are a professional with a talent for training, teaching and guiding people through the learning process when it comes to new technology. WHO ARE WE? We are passionate, lifelong learners, and creative thinkers working daily to develop culturally authentic language learning digital and print content for the K-20 education space. WHAT IS THE...
-
Customer Success Manager, SMB
2 weeks ago
Boston, United States Steer Full timeJob DescriptionJob DescriptionSteer by Mechanic Advisor offers a suite of software tools for today's automotive repair shop. We combine a mix of software tools that a repair shop needs to run a highly profitable shop, in one user-friendly, cost-effective platform. Through the Steer CRM suite, we allow the shop owner to get back to focusing on what...
-
Customer Success Director
1 month ago
Boston, United States meQuilibrium Full timeJob DescriptionJob DescriptionSalary: meQuilibrium impacts the potential and performance of employees through the power of resilience. Our company culture offers a positive, team-based, fast-paced environment that’s grounded in the very values it teaches. We believe in supporting creative, entrepreneurial spirits with a healthy approach to work-life...
-
Director of Customer Success
1 month ago
Boston, Massachusetts, United States Nexthink Full timeCompany DescriptionHi, we're Nexthink. We're not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and...
-
Director of Customer Success
7 days ago
Boston, United States Nexthink Full timeCompany Description Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and...