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Client Success Strategist
2 months ago
Overview:
Chamberlain Group stands as a premier innovator in access solutions, recognized globally through esteemed brands like LiftMaster and Chamberlain, which are integral to countless residences, enterprises, and communities around the globe.
Role Summary:
This position is situated within the sales division of Chamberlain Group, focusing on enhancing customer satisfaction and success.
Key Responsibilities:
1. Facilitate the transition of clients from sales prospects to active myQ Business users, serving as the primary contact during the onboarding phase to guarantee an exceptional customer experience.
2. Collaborate across departments to design and oversee a Customer Onboarding process that promotes long-term success and scalability; lead ongoing improvement initiatives to refine processes with standardized documentation and workflows.
3. Cultivate an in-depth 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 operation.
5. Oversee internal and external communications with stakeholders to ensure timely contract fulfillment.
6. Gather direct feedback from new accounts regarding installations, setup, and onboarding; develop actionable insights for key business stakeholders to enhance customer retention and increase wallet share.
7. Monitor and analyze trends among myQ Business customers to inform future strategies and product development.
8. Support the integration of customer databases while maintaining data integrity; identify opportunities and create solutions to minimize waste and capitalize on additional data services.
Professional Development:
Maintain and enhance professional and technical knowledge by participating in educational workshops, reading industry publications, building personal networks, and engaging in professional organizations.
Qualifications:
- Bachelor's Degree.
- 7+ years in a customer-facing role.
- Proven experience in contract negotiations.
- Background in leading process improvement initiatives.
- Strong sense of urgency and customer advocacy.
- Ability to influence cross-functional teams effectively.
- Capacity to identify and articulate trends and insights across the customer base.
- Change agent with the ability to implement new processes and optimize existing ones.
- Willingness to travel up to 50% domestically and internationally; valid driver's license.
Preferred Qualifications:
- Experience in access control or 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 a diverse and inclusive workplace. We encourage individuals from all backgrounds to apply, and we are proud to be an Equal Opportunity Employer.
