Customer Success Manager - Philadelphia
Building Engines, United States
Job Description
Building Engines is the modern building operations platform for commercial real estate. Building Engines’ mission is to make buildings better for everyone, in every building. Building Engines helps owners and operators deliver an exceptional experience for building occupants, while maximizing profitability and efficiency. We designed our platform from the ground up to address all elements of building operations, including optimizing the occupant experience, improving operating efficiency and maximizing rent rolls. We value commitment, working together, integrity and trust and are invested in building each other’s careers as our company grows.
We are looking for a Customer Success Manager (CSM) that will be responsible for contributing to customer adoption, driving value, and working with all departments to ensure every customer has best-in-class service and support. This CSM will take customers who have implemented the Building Engines software and work closely with them to foster adoption, communicate best practices, and act as a trusted advisor at every turn. This person is also responsible for ensuring user satisfaction, capturing and providing product feedback, and tracking and resolving any open issues.
The CSM should have a track record of fostering and maintaining strong customer relationships in the CRETech industry. Additionally, they should have experience dealing with C-Suite individuals and creating and delivering executive level presentations
What You'll Do:
- Become an expert in all Building Engines offerings and understand how these products and services bring value to our customers.
- Create a meaningful first impression to all customers and provide them with a prompt resolution to any concern, question, or problem
- Become an internal advocate to any customer needs
- Track customer feedback to help influence the product roadmap
- Understand the customer’s main use cases and drive value towards those goals
- Effectively articulate complex information to customers of all technical levels
- Work towards reducing churn and improving retention through regular and individualized outreach
- Identify and mitigate risks that block product adoption and customer satisfaction
- Record and track data and interactions using tools like Zendesk, Jira, and ClientSuccess
What we're looking for:
- 5+ years working in customer support/success, preferably with a SaaS product
- Energetic, proactive self-starter and dedicated team player
- Highly capable of identifying and executing necessary steps to drive outcomes
- Demonstrated ability to engage and communicate at a senior level
- Proven track record of maintaining and growing customer relationships
- Strong analytical, creative thinking, and project management skills
- Detail oriented and well organized
- Passionate about customer experience
What’s in it for you:
- The opportunity to work with an experienced and passionate team only interested in achieving success together
- The opportunity to collaborate and innovate
- Growing your sales career at an innovative SaaS company with a work-hard and have-fun culture
- Great benefits, 401k, unlimited vacation, healthcare