Customer Success Manager - job 4 of 50

Job Description:

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. In addition, this role requires experience managing multiple customers (20+) and in their customer journey and proven results on customers desired outcomes.Responsibilities:

• 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.

• Establish and supervise the customer’s adoption, training and development, and utilization of ServiceChannel’s products to continually drive incremental value. Build and execute Success Plans for each customer in book of business.

• Foster client engagement with the ServiceChannel Analytics platform to drive data driven decision making.

• Manage technical integrations for key customers and strategic accounts

• Review customer data to identify trends and anomalies, make proactive suggestions of improvement opportunities, and explain the business value of those recommendations.

• Lead customer engagement meetings on a weekly, bi-weekly and monthly basis to ensure customer success plans are met.

• Proactively communicate relevant ServiceChannel news and product developments to clients.

• Collect and communicate intelligent customer feedback to drive ongoing product improvements.

• Work cross-functionally with ServiceChannel teams to set strategies for customer success.

• Be a client advocate, while keeping ServiceChannel values and initiatives in mind.

• Provide internal communications regarding Customer’s configuration, usage information, satisfaction of the system and churn risk.

• Provide light 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.

• Create and conduct quarterly or yearly Business Reviews with your customers

Required Skills & Experience:

• Bachelor’s Degree

• 2+ years with customer success, project management or support

• Proven examples of Success Outcomes and Value Delivery

• Excellent written and verbal communication, strong interpersonal skills

• Ability to travel 2-3 times a quarter.

• 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.

• Enthusiastic about technology with demonstrated technical capability; experience at a technology company or relevant consultancy

• Comfortable scheduling, managing and running presentations, both remotely and onsite, with internal and external senior leaders and team members

• Solid project management skills with ability to multitask and prioritize.

• Experience driving organizational change initiatives.

• Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills.

• 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.

• Adaptive and responsive to feedback and open to updating processes where required.

• 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.

• Willingness and desire to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence.

Preferred Skills & Experience:

• Experience and/or familiarity with ServiceChannel

• Facility Management or Procurement/Finance experience or Customer Success experience

• Experience with Salesforce and Gainsight

Fortive Corporation OverviewFortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.Fortive: For you, for us, for growth.About ServiceChannelServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.We Are an Equal Opportunity Employer. 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 and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].Pay Range
The salary range for this position (in local currency) is 56,900.00 – 105,700.00