ServiceChannel · 1 day ago
Customer Success Manager - Enterprise
United States
Full-time
Hybrid
Entry, Mid Level
2+ years expServiceChannel is a leader in empowering brands to manage their brick and mortar locations. They are seeking a Customer Success Manager to enhance product adoption and ensure client satisfaction by managing multiple enterprise customers and driving successful outcomes throughout the customer journey.
EnterpriseFacility ManagementInformation ServicesInternetSaaS
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 your book of business
Foster client engagement with the ServiceChannel Analytics platform, empowering clients to make informed, data-driven decisions
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 executed
Proactively communicate relevant ServiceChannel news and product developments to clients
Collect and communicate 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 clients 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 annually Business Reviews with your customers
Qualification
Required
Bachelor's Degree
2+ years with customer success, project management or support
Proven examples of Successful Client 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 on-site, 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 client 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, and engage with other team members in order to obtain team excellence
Preferred
Experience and/or familiarity with ServiceChannel
Facility Management or Procurement/Finance experience or Customer Success experience
Experience with Salesforce and Gainsight
Benefits
Medical
Dental
Vision
Life and LTD insurance
HSA
401(k) retirement plan
Company
ServiceChannel
ServiceChannel is the cloud-based service automation platform for facility maintenance and repair services.
201-500 employees
H1B Sponsorship
ServiceChannel has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (3)
2023 (2)
2022 (6)
2021 (4)
2020 (11)
Funding
Current Stage
Growth StageTotal Funding
$114.5MKey Investors
AccelSJF VenturesJeffrey Finkle
2021-07-12Acquired
2017-05-02Series B· $54M
2015-01-20Series Unknown· $31M
Leadership Team
Alex Aleshinskiy
Sr. Director of Engineering
Bashir Abdallah
Chief Product Officer
Recent News
Company data provided by crunchbase