Customer Success Manager

Chamberlain Group•Oak Brook, IL

14d•Hybrid

About The Position

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 51+ million homes, and 14 million+ people rely on the myQ® app daily. This is a role within Chamberlain Group’s sales function. A successful incumbent is expected to (i) Manage customer transition from sales prospects to active myQ Business users; serve as single point of contact during the onboarding process to ensure the optimal customer experience (ii) Partner cross functionally to develop and manage a Customer Onboarding process for long term success and scalability; own continuous improvement activities to streamline process with standardized forms and document process flow. Requires 5+ years of experience in a customer facing role and a minimum of a Bachelor’s Degree.

Requirements

Bachelor's Degree
5+ years in customer facing role
Experience leading process improvement projects
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 travel up to 50% - domestically and internationally; valid drivers license

Nice To Haves

Bachelor’s degree in business, engineering
Master’s Degree in related discipline
Lean Six Sigma Green Belt Certification
Experience in access control
Experience in facility management

Responsibilities

Manage customer transition from sales prospects to active myQ Business users
Define, develop, implement and maintain the onboarding process for new myQ Business customers; serve as single point of contact during the onboarding process to ensure the optimal customer experience
Partner cross functionally to ensure long term success and scalability of Customer Onboarding process; own continuous improvement activities to streamline process with standardized forms and document process flow
Develop deep knowledge of customers, communities, and facilities to expand service offerings and proposals to customers
Manage data gathering and documentation requirements across multiple functions and lead customers through to app setup and operation
Manage internal and external communications with stakeholders to ensure contract completion in a timely manner
Capture direct feedback from new accounts, including installations, setup, and onboarding; 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 Business customers for future road mapping and use in NPD process
Support integration of customer database and maintain data integrity; identify opportunities and build solutions to reduce waste and monetize other data services
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.