Client Success Specialist

2 weeks ago


Oak Brook, Illinois, United States Chamberlain Group Full time

About Chamberlain Group:
Chamberlain Group is a renowned global authority in access solutions, featuring premier brands like LiftMaster and Chamberlain, which are present in millions of residences, businesses, and communities across the globe.

Position Overview:
This role is situated within the sales division of Chamberlain Group.

Key Responsibilities:
1. Oversee the transition of clients from sales leads to active myQ Business users, acting as the primary contact during the onboarding phase to guarantee an exceptional customer experience.
2. Collaborate across departments to design and manage a Customer Onboarding framework aimed at ensuring long-term success and scalability; lead ongoing enhancement initiatives to optimize processes with standardized documentation and workflows.
3. Cultivate a comprehensive understanding of clients, communities, and facilities to broaden service offerings and proposals.
4. Manage data collection and documentation across various functions, guiding clients through app setup and operational processes.
5. Facilitate internal and external communications with stakeholders to ensure timely contract fulfillment.
6. Gather direct feedback from new accounts regarding installations, setup, and onboarding; develop real-time customer insights and action plans for key business stakeholders to enhance customer loyalty and increase revenue potential.
7. Monitor and analyze trends among myQ Business customers for future strategic planning and product development.
8. Support the integration of customer databases and uphold data integrity; identify opportunities and devise solutions to minimize waste and leverage additional data services.

Qualifications:
- Bachelor's Degree.
- Over 7 years of experience in a customer-facing capacity.
- Proficient in contract negotiations.
- Proven experience in 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.
- Change agent with the capability to implement new processes and refine 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 the success of all its employees and encourages individuals from diverse backgrounds to apply. We proudly uphold our status as an Equal Opportunity Employer, ensuring that all candidates are considered regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry, marital status, disability, or veteran status. We strive to create an inclusive environment where individuals of all experiences feel welcomed.



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