Customer Success Manager - IT or Software background preferred

FM:Systems provides workplace management technology and solutions that enable facility and real estate teams to identify, plan and deliver the ideal workplace for every employee. Our broad solutions portfolio of software and hardware, specializing in space management and optimization, assets and maintenance, strategic real estate planning, resource scheduling, as well as projects and sustainability, empowers our clients to gain insight into how their facility space is performing, how they enhance efficiency and crate an employee-centric workplace.

At FM:Systems, we have 3 guiding values around what we believe and how we behave 1) do the right thing, 2) act with urgency, and 3) cultivate a culture of excellence and accountability. We aim to offer our clients an exceptional experience with every interaction, foster innovation, and invest in our people. We provide a flexible work environment with a competitive time off policy, internal mobility and growth opportunities. ​ Additionally, we offer a comprehensive benefits package, monthly company updates with our CEO, virtual events, and more. If you’re ready to join a company that prioritizes their employees, apply today!

Recognized as a market leader by industry analysts, FM:Systems offers a suite of digital workplace solutions, empowering our customers across the world to re-imagine and transform their workplace experience. From Workplace Management to Workplace Analytics, to Employee Experience – our solutions are built to help our customers re-think their workplaces post-pandemic, right-fit their real estate portfolios, and realize the ideal hybrid workplace experience for employees. With customers representing half of the Fortune 50, of top 25 US banks, 150+ government institutions, over 200 hospital and healthcare organizations, 350+ universities and 50% of the leading pharmaceutical firms, our leading solutions manage over 3 billion square feet across 80 countries. FM:Systems is headquartered in Raleigh, North Carolina and conducts business globally.

The Customer Success Manager will have primary responsibility for the on-going success of customer installations and overall customer relationships. The Customer Success Manager is a complex, demanding and highly visible role with many outcomes expected. It requires a highly organized individual with good business acumen, strong planning skills, sound technical orientation, excellent relationship building skills and strategic execution ability. The Customer Success Manager will work extensively with customer stakeholders as well as internal teams to expertly guide customers throughout the customer lifecycle to ensure FM:Systems is optimized to solve the customer’s business needs.
As a trusted advisor, you will ensure customers have the FM:Systems products and services that best fit their immediate needs and their future use cases. You are not an engineer or a customer support representative, but you’ve proven technical aptitude in past roles by learning technical products, adjusting complex explanations depending on your audience, and troubleshooting basic issues where necessary.
You excel in a fast-paced environment, working as a customer’s internal advocate to remove obstacles that may impede a customer’s experience with FM:Systems. You thrive on solving new, complex challenges that are unique to your customers and their businesses.

The location is flexible for an experienced remote worker.

In this role, you will have the opportunity to:

• Be a key point of contact to guide and mentor customer on use of the product, best practices, and new features to drive renewal rates, expansion business, and customer satisfaction
• Act as a knowledgeable and trusted advisor for current product offerings as well as future expansion options
• Guide FM:Systems best practices into producing customers who can be referenced, with high customer satisfaction and high renewal predictability
• Serve as the customer advocate internally at FM:Systems, looping in customer success, product development, sales, marketing, and professional services as needed
• Provide regular customer status updates to the FM:Systems Leadership Team, including high-risk customers and customers with high upsell potential
• Develop and maintain a positive working relationship with the customer project team and customer executive sponsor
• Act as an escalation liaison between FM:Systems and customers
• Provide feedback to internal teams on product usage, feature enhancement requests, and product limitations
• Ensure there is clear and consistent collaboration and communication within customer team and FM:Systems
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs

The successful candidate for this role will have the following skills and experience:

• 10+ years of experience, at least 5 of them in a customer facing role
• At least 5 years managing enterprise software implementations, preferably with a software company.
• Experience implementing new processes and communicating them with internal teams.
• Motivated and positive approach to solving customer problems large and small.
• Ability to consume and transcribe technical documentation for customers.
• Experience using data tools to build executive level reports and dashboards.
• Strong ability to lead both internal and external teams with a sense of urgency.
• Experience communicating with all levels (ex. developers, vendor management, C-levels).
• Exceptional communication, writing, and organizational skills.
• Ability to work effectively as a team member of complex projects.
• Sense of urgency, self-managed and goal-oriented attitude.
• Knowledge of web technologies and industry-standard relational database products.
• Experience with CAFM/IWMS/CMMS applications preferred.
• B2B experience.

FM:Systems is an equal opportunity employer. It is our policy to provide equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex or sexual orientation, gender identity or expression, marital status, national origin or ancestry, citizenship, ethnicity, gender, age, disability, present, current or prospective military/uniformed service, genetic information, or other characteristics protected by applicable federal, state or local law. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.