Job type full-time
Full job description
Opportunity awaits at altus group!
Altus analytics has a reputation for developing innovative products and software in the commercial real estate (cre) industryWe are the global standard and have set the bar high as we lead the industry and continue to grow at an incredible rateTo stay at the top, we continuously evolve our technology products and put client success at the top of our priority listPrioritizing the goals and needs of our customers is essential for our customer-first strategy here at altusThe customer success manager will manage a portfolio of high touch clients throughout the customer journey, by providing high quality relationship management, reporting, issue resolution, and acting as first-point-of contact for client escalationThis is a hybrid/remote opportunity for the successful candidate, who will ideally be located within reasonable proximity to any of our us-based offices to attend in-office or customer on-site events as required.
This role will be primarily responsible for:
Ensure alignment with business development manager and customer engagement group, in addition to providing support with assigned accounts with a focus on expansion and achieving retention targets.
Monitor and drive early life product adoption.
Respond and resolve any customer identified concerns during initial set-up process.
Coordinate with customer engagement group, project manager, and client during the onboarding process to ensure project is running smoothly in addition to trouble-shooting any concerns in real time.
Create and maintain the clients` service overview document.
In-life client management:
Maintain ongoing communication with account team which includes, but not limited to customer success, sales rep, customer engagement group, managed services, and executive sponsor if applicable.
Facilitate pro-active ‘check-ins’ via health score and reach out to customers with declining usage to ensure continued satisfaction and engagement.
Manage the nps/c-sat process for all touch points.
Identify potential areas for improvement relating to our work processes, which will include, but not limited to training, services, and/or solutions.
The customer success manager will be considered a trusted resource to oversee product-related queries and user-assist requests.
Renew and expand relationships:
Provide customer driven information relating to pending renewals with business development management group (as required).
Highlight at-risk renewals and provide updated opportunities for expansion.
Facilitate bid requests for key renewals.
Ensure renewals are processed within contract end date timeframe.
Facilitate loss reviews.
3-5 years of relevant experience, and a degree in finance, business, real estate or related
Or 8-10 years of relevant work experience
Proficient/expert user: salesforce; microsoft suite (teams, outlook, powerpoint, excel)
Excellent presentation skills and the ability to convey ideas effectively
Argus experience is considered an asset but not required
Exposure to commercial real estate considered an asset
Bilingual english/spanish is a bonus but not a requirement
Come realize your potential at altus group!
We are an equal opportunity employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Applicants with disabilities may contact altus group to request and arrange for accommodationsIf you need assistance to accommodate a disability, you may request an accommodation at any timePlease contact us at firstname.lastname@example.org or (416) 641-9500
Posted 8 days ago