Building Performance Standards Customer Success Manager

Conservice•Logan, UT

About The Position

Conservice provides an intelligent, comprehensive, and intuitive technology platform for ESG (Environmental, Social, Governance) management, helping organizations develop and implement ESG initiatives. Building Performance Standards (BPS) are locally mandated policies aimed at reducing the carbon impact of the built environment, setting energy and/or GHG performance targets to avoid significant fines. Conservice offers a service that supports Real Estate clients’ BPS tracking, decision making, and reporting needs. The BPS Customer Success Manager will join the BPS team within the Sustainability Solutions Customer Experience department, reporting to the BPS Manager. This role involves leading customers through their BPS compliance journey from onboarding to successful submission of compliance documents. Responsibilities include keeping clients updated on regulations, deadlines, and options, obtaining required documents like building plans and energy audit reports, and ensuring successful submission of all forms. The manager will meet with clients regularly to inform them of portfolio status and risks, aiding in informed BPS decisions. The role leverages streamlined processes, structured problem-solving, and data management to drive customer value and requires close collaboration with ESG Customer Success Managers and ESG Account Managers to ensure integrated services and customer success.

Requirements

Demonstrate initiative and an ownership mindset by identifying and initiating value-add opportunities, both internally and externally
Leverage strategic thinking and focus on root causes to constructively solve problems
Exhibit the ability to set and manage client's expectations, along with the ability to communicate comprehensively and cohesively in written and verbal form
Meet client needs through a strong grasp of processes, technology, and objective use of data
Collaborate effectively with management and peers
Bachelor's degree in business, engineering, architecture, sciences, or a real estate related field
Demonstrable interest and passion for sustainability
Demonstrable experience working across functions
Customer service experience
Data management experience
Strong people skills
Strong analytical skills
Ability to learn and assess customer needs and a variety of business operating models
Adaptability in a dynamically changing environment

Nice To Haves

Extensive Energy Star Portfolio Manager experience
1 - 3 years of Property Management and/or utility bill management experience
Sustainability and ESG initiatives experience
Experience working with technology platforms such as ERPs, CRMs, or related niche technologies

Responsibilities

Work directly with client’s team to introduce them to BPS service and onboard properties to the Goby BPS platform
Own the customer’s BPS relationship and ensure the customer sees value and competitive advantage in choosing Conservice
Know the boundaries of contracted scope, keep service delivery aligned, and work with the sales team to offer expanded services
Act as the BPS Single Point of Contact for property management companies, ownership groups, account managers and within Conservice
Ensure all properties are attended to promptly and deliverables are met within established timelines
Anticipate client needs, resolve without additional resources if possible, and communicate to BPS Manager when additional resources are needed
Be an expert in the regulations, timelines, options, and reporting requirements of each jurisdiction for customer properties
Understand the ESG products Conservice offers and how they work together with the BPS service
Work with ESG Account Managers, Customer Success Managers, Squad Leaders, reporting specialists, setup specialists and others to resolve issues, handle escalations and complete work packages
Develop effective actions and guidelines that enable process improvements
Other duties as assigned