Client Success Specialist

2 weeks ago

Oak Brook, Illinois, United States Chamberlain Group Full time

Overview:
Chamberlain Group is a renowned global leader in access solutions, featuring top brands like LiftMaster and Chamberlain, which are present in millions of homes and businesses worldwide.

As a key player in the Smart Home sector, we proudly maintain one of the largest IoT installations, offering innovative products such as cameras, locks, card readers, garage door openers, gates, and more, all integrated within our myQ digital ecosystem.

Role Expectations:
The successful candidate will be responsible for:

  • Facilitating the transition of customers from sales prospects to active myQ Business users, acting as the primary contact during the onboarding phase to guarantee an exceptional customer experience.
  • Collaborating across departments to design and oversee a Customer Onboarding process that ensures long-term success and scalability, while leading continuous improvement initiatives to optimize processes with standardized documentation.

Key Responsibilities:
- Manage the customer transition from sales prospects to active myQ Business users.
- Define, develop, implement, and maintain the onboarding process for new myQ Business customers, ensuring a seamless experience as the primary contact.
- Collaborate cross-functionally to ensure the ongoing success and scalability of the Customer Onboarding process, leading initiatives for process optimization.
- Cultivate a deep understanding of customers, communities, and facilities to enhance service offerings and proposals.
- Oversee data collection and documentation requirements across various functions, guiding customers through app setup and operation.
- Manage communications with stakeholders to ensure timely contract completion.
- Gather direct feedback from new accounts regarding installations, setup, and onboarding, developing actionable insights for key business stakeholders to enhance customer retention and increase revenue potential.

Monitoring and Reporting:
- Track and analyze trends among myQ Business customers to inform future planning and product development.

Data Management:
- Support the integration of customer databases and uphold data integrity, identifying opportunities to enhance efficiency and monetize additional data services.

Professional Development:
- Safeguard Chamberlain Group's reputation by maintaining confidentiality of information.
- Enhance professional and technical knowledge through workshops, reading, networking, and participation in professional organizations.

Team Contribution:
- Contribute to team objectives by achieving related results and engaging in projects as necessary.

Qualifications:
- Bachelor's Degree.
- 7+ years in a customer-facing role.
- Experience in contract negotiations and leading process improvement initiatives.
- Strong sense of urgency and customer advocacy.
- High degree of influence in cross-functional roles.
- Ability to identify and articulate trends and insights across the customer base.
- Proven change agent, capable of driving new processes and refining existing ones.
- Willingness to travel up to 50% domestically and internationally; valid driver's license.

Preferred Qualifications:
- Experience in access control and facility management.
- Bachelor's degree in business or engineering; Master's degree in a related field.
- Lean Six Sigma Green Belt Certification.

Chamberlain Group is committed to fostering an inclusive environment and encourages applicants from all backgrounds to apply. We are proud to be an Equal Opportunity Employer.

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