Customer Success Manager

ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors. ServiceChannel is well established, but even after almost 20 years we still retain the spirit of a startup. We are primed for success and we are currently on a high growth trajectory. We are committed to crafting a great product for our customers and an extraordinary work environment for our employees to succeed professionally and personally.

We are seeking a Customer Success Manager to coordinate product adoption, light-training, advocacy, retention, etc., and outcomes (e.g., improved utilization, standard methodologies, and expanded use of our products). This role requires a strategic problem solver and an organized doer ensuring client needs are met.

1. Proactively recommend ServiceChannel standard methodologies, processes, and configurations that align with the customer's business objectives and strategy, driving the full potential and adoption of ServiceChannel's product offering throughout the customer lifecycle.
2. Establish and supervise the customer's adoption, training and development, and utilization of ServiceChannel's products to continually drive incremental value.
3. Foster client engagement with the ServiceChannel Analytics platform to drive data driven decision making.
4. Manage technical integrations for key customers and strategic accounts.
5. Review customer data to identify trends and anomalies, make proactive suggestions of improvement opportunities, and explain the business value of those recommendations.
6. Lead customer engagement meetings on a bi-monthly, monthly, and quarterly basis to deliver scorecard results.
7. Proactively communicate relevant ServiceChannel news and product developments to clients.
8. Collect and communicate intelligent customer feedback to drive ongoing product improvements.
9. Work cross-functionally with ServiceChannel teams to set strategies for customer success.
10. Be a client advocate, while keeping ServiceChannel values and initiatives in mind.
11. Provide internal communications regarding Customer's configuration, usage information, satisfaction of the system and churn risk.
12. Monitor requests on the help desk platform, responding quickly and efficiently to inbound support inquiries, ensuring more critical requests are prioritized and escalated as necessary.
13. Provide training and guidance to Client and Service Providers on ServiceChannel applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery.
14. Create and conduct quarterly or yearly Business Reviews with your customers.

Required Skills & Experience

1. Bachelor's Degree
2. 2+ years with customer success or support
3. Proven examples of Success Outcomes and Value Delivery
4. Excellent written and verbal communication, strong interpersonal skills
5. Ability to travel 1-2 times a quarter.
6. Strong analytical skills, with the ability to analyze data, apply statistical data summaries, create meaningful data visualizations, identify trends and anomalies, and communicate these to various audiences.
7. Enthusiastic about technology with demonstrated technical capability; experience at a technology company or relevant consultancy.
8. Comfortable scheduling, managing and running presentations, both remotely and onsite, with internal and external senior leaders and team members.
9. Solid project management skills with ability to multitask and prioritize.
10. Experience driving organizational change initiatives.
11. Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills.
12. Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form, while speaking with the caller as well as following processes correctly.
13. Adaptive and responsive to feedback and open to updating processes where required.
14. Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts.
15. Willingness and desire to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence.

Preferred Skills & Experience

1. Experience and/or familiarity with ServiceChannel
2. Facility Management or Procurement/Finance experience
3. Experience with Salesforce and Gainsight

We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan. ServiceChannel's commitment to the professional and personal success of our employees has landed us on Wealthfront's Career-Launching Companies List for three years in a row.

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive is also committed to providing reasonable accommodations for applicants with disabilities.