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Client Success Strategist

2 months ago

Oak Brook, Illinois, United States Chamberlain Group Full time

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

Chamberlain Group stands as a premier authority in access solutions, featuring renowned brands like LiftMaster and Chamberlain, which are integral to millions of residences, enterprises, and communities globally.

As a frontrunner in the Smart Home sector, we proudly maintain one of the largest IoT installations, showcasing innovative offerings that include cameras, locks, card readers, garage door openers, gates, and more, all seamlessly integrated within our myQ digital ecosystem.

Role Responsibilities:
The successful candidate will be responsible for overseeing the transition of customers from sales leads to active myQ Business users. Key responsibilities include:

  • Serving as the primary contact during the onboarding phase to guarantee an exceptional customer experience.
  • Collaborating across departments to create and manage a Customer Onboarding process that ensures long-term success and scalability.
  • Driving continuous improvement initiatives to enhance processes through standardized documentation and workflow.
  • Acquiring in-depth knowledge of customers, communities, and facilities to broaden service offerings and proposals.
  • Managing data collection and documentation across various functions, guiding customers through app setup and operation.
  • Coordinating internal and external communications with stakeholders to ensure timely contract fulfillment.
  • Gathering direct feedback from new accounts regarding installations, setup, and onboarding; formulating real-time customer insights and action plans for key business stakeholders to enhance customer loyalty and increase share of wallet.
  • Monitoring and analyzing trends among myQ Business customers for future planning and contributions to the New Product Development process.
  • Facilitating the integration of customer databases while maintaining data integrity; identifying opportunities to reduce waste and monetize additional data services.
  • Safeguarding Chamberlain Group's reputation by ensuring confidentiality of information.

Qualifications:
Applicants should possess a Bachelor's Degree and have a minimum of 7 years of experience in a customer-facing role. Additional qualifications include:

  • Experience in contract negotiations.
  • Proven track record in leading process improvement initiatives.
  • A strong sense of urgency and customer advocacy.
  • Ability to influence cross-functional teams effectively.
  • Capability to identify and articulate trends and insights across the customer base.
  • Proven change agent, adept at driving new processes and optimizing existing ones.
  • Willingness to travel up to 50% domestically and internationally; valid driver's license required.

Preferred Qualifications:
Experience in access control and facility management is highly desirable. A Bachelor's degree in business or engineering, or a Master's Degree in a related field, along with Lean Six Sigma Green Belt Certification, is preferred.

Chamberlain Group is committed to fostering an inclusive environment where individuals from all backgrounds are encouraged to apply. We are proud to be an Equal Opportunity Employer, ensuring that all applicants are considered without regard to race, color, religion, sex, national origin, age, sexual orientation, ancestry, marital status, disability, or veteran status.

We value diversity and are dedicated to creating a welcoming atmosphere for all employees.