Customer Success Manager

You will be working with and fostering relationships with leading commercial real estate owners and operators to deliver unprecedented and unique value from our client's solutions. Your support and oversight will be paramount in helping customers leverage the power of their Intelligence Engine and Investment Decision Lab, enabling them to make smarter investment decisions and increase the profitability and value of their assets.

You will be leveraging your deep care for customer success by working hand-in-hand with our product and sales team, tackling user needs proactively, and driving long-term growth. As a key member in the organization, your feedback, ideas, and innovations will contribute directly toward improving their product/service offerings and processes, and meaningful impact on the built world.

About you:

  • 3+ years of stand out success in a client-facing role, preferably in customer success, consulting, technical sales, application engineering, or project management

  • 2+ years of applicable work experience in a technical field

  • Demonstrated ability to manage customer expectations and work with high-level stakeholders to communicate timelines and manage expectations

  • Strong communication skills, both oral and written, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users

  • Experience working with a cross-functional team to deliver results and hit project timelines 

  • Strong organizational skills and attention to detail

  • Ability to thrive in a fast-paced, ever-evolving work environment 

  • (Plus) Experience working with product development and/or management teams, including developing and road mapping product strategy   

  • (Plus) Experience managing projects in the HVAC industry

Job Description:

  • Serve as the primary customer support interface post-sale

  • Manage and communicate project delivery timelines to customers

  • Explain technical aspects of the solutions to non-technical stakeholders

  • Serve as preliminary technical resource to diagnose issues and answer questions from customers

  • Align external stakeholders to ensure their interactions are streamlined and the delivery of the solutions value is optimized

  • Develop relationships with key customer stakeholders, including senior leaders, to foster customer evangelists that lead to impactful case studies and customer references

  • Work with Product Team to structure and streamline customer feedback and drive identification of additional opportunities for value creation 

  • Communicate potential opportunities to sales team to expand services in new buildings

  • Define and maintain customer success metrics such as churn rate and customer health score. Utilize metrics to help improve products and services