Customer Success Manager, myQ Enterprise

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster®  and Chamberlain® , are found in 50+ million homes, and 13 million+ people rely on the myQ®  app daily.

Job Summary

This is a role within Chamberlain Group’s sales function. A successful incumbent is expected to (i) Serve as single point of contact following implementation to ensure the optimal customer experience, (ii) Partner cross functionally to develop and manage Customer outcomes for long term success and scalability. Success in this role requires the ability to build direct strategic relationships and serve as the advocate for customers, their users, and executives. Requires 5+ years of experience in a customer facing role and a minimum of a Bachelor’s Degree.

Essential Duties & Responsibilities

· Define, develop, implement and maintain the onboarding process for new myQ Enterprise customers; serve as single point of contact following the implementation process to ensure the optimal customer experience

· Partner cross functionally to ensure long term success and scalability of Customer outcomes; own continuous improvement activities to streamline process with standardized forms and document process flow

· Develop deep knowledge of customers, and facilities to expand service offerings and proposals to customers

· Manage data gathering and documentation requirements across multiple functions and lead customers through to setup and operation

· Manage internal and external communications with stakeholders to ensure completion in a timely manner

· Capture direct feedback from new accounts, including installations, setup, and implementations; develop real time customer insights and action plans for key business stakeholders to increase customer stickiness and improve share of wallet

· Monitor and report on trends with myQ Enterprise customers for future road mapping and use in new product development process

· Support integration of customer database and maintain data integrity; identify opportunities and build solutions to reduce waste and monetize other data services

· Develop and deliver training for customers on usage of online systems

· Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.

· Protect Chamberlain Group’s reputation by keeping information confidential.

· Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.

· Contribute to the team effort by accomplishing related results and participating on projects as needed.

Minimum Qualifications:

Education/Certifications

· Bachelor’s Degree

Experience:

· 5+ years in customer facing role

· Experience with contract negotiations

· Experience leading process improvement projects

Knowledge, Skills, and Abilities:

· High sense of urgency

· Strong sense of Customer Advocacy

· High degree of influence in cross-functional roles

· Ability to recognize and articulate trends and insights across the customer base

· Change agent, able to drive new processes and streamline existing ones

· Ability to effectively communicate with a wide variety of customer audiences including executives, management and employees

Other:

· Ability to travel up to 50% - domestically and internationally; valid drivers license

Preferred Qualifications:

Education/Certifications:

· Bachelor’s degree in business, engineering; Master’s Degree in related discipline

· Lean Six Sigma Green Belt Certification

Experience:

· Experience in contract negotiations

· Experience in Supply Chain Management, Logistics, Warehousing, Transportation/Shipping or related field

· Prior experience working with hardware and software offerings

#LI - JS1

#LI - Remote

The pay range for this position is $112,791.00 - $185,820.50; base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience. In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements). This position is eligible for participation in a short-term incentive plan subject to the terms of the applicable plans and policies.

Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We’re proud to be an Equal Opportunity Employer, and you’ll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We’re committed to fostering an environment where people of all lived experiences feel welcome.  

Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [email protected].

NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.