Customer Success Manager - West Coast Remote
Job ID
12547
Posted
24-04-2021
Service line
GWS Segment
Role type
Full-time
Location(s)
Seattle - Washington - United States of America

Hi, we’re Host!

 

We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen.

As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.

With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it’s ever been.

This position may be performed remotely in the West Coast, preferrably near Seattle-WA, Los Angeles-CA, San Francisco-CA, Portland-OR, but may not be performed in the State of Colorado.     

 

JOB SUMMARY

The Host team is seeking an experienced Customer Success Professional support Host’s Sr. Director of Global I&O in deploying CBRE’s proprietary employee workplace productivity app.

Customer Success is a critical part of Host as Customer Success Professionals are the primary contact for accounts post-sale and are responsible for the overall success and renewal of assigned accounts.

We are looking for someone well versed in supporting B2B2E SaaS products who is passionate about customer service and engagement. This individual will have proven experience in technology customer success roles serving large-scale deployments (preferably to Fortune 1000 companies) in a fast paced, highly cross functional environment.

 

RESPONSIBILITIES

Support the implementation, adoption, and expansion of the workplace application. 

Support the adoption, expansion and renewal of Host customers:

Proactively deliver a fast and effective client onboarding process and measure its effectiveness closely with your assigned clients.

Strategically develop ideation on driving downloads and active use of the Host app, reduce churn, and increase customer satisfaction.

Own Host technology upsells and renewals for your clients.

Engage in a hands-on way with customers (large occupiers & landlords) and dedicated CBRE teams  (a.k.a our internal clients) including: Experience and Facilities Management teams; Property Management teams to develop and implement customer success strategies.

Align with Host’s Hospitality team (Host Concierge professionals actually in the building)  to ensure an integrated approach to delivering technology and hospitality services.

Work cross-functionally with other parts of the Host team:

Work with the Managing Director of Customer Success measure and report on key metrics and objectives.

Partner with the Product team to ensure customer feedback is appropriately represented in the product roadmap.

Align with the Sales team around client retention, cross-selling and up-selling opportunities.

Assist the Marketing team with internal and external branding by collaborating with Customer Success Managers on gathering and writing success stories/case studies for each account.

 

QUALIFICATIONS

Minimum of 2 years experience managing enterprise SaaS customers preferred.

High School Diploma required, Bachelor's degree from a 4-year College or University preferred.

Minimum of 3 years’ experience in customer facing account management role. 

Excellent written and verbal communication skills.  Strong organizational skills.  Ability to provide efficient, timely, reliable and courteous service to customers.  Ability to effectively present information.

Ability to understand and carry out general instructions in standard situations.  Ability to solve problems in standard situations.  Requires intermediate analytical and quantitative skills.

Intermediate skills with Microsoft Office Suite. Ability to read and understand architectural drawings.  Knowledge in MS Project, leases, contracts and construction practices preferred.

Ability to build and maintain effective professional/client relationships.