Customer Success Manager

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Customer Success Manager

Job ID

168009

Posted

28-May-2024

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Digital & Technology/Information Technology

Location(s)

London - England - United Kingdom of Great Britain and Northern Ireland

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Customer Success Manager

The Extended Reality Solutions (XRS) team at CBRE offers cutting-edge 'mixed reality' solutions for our front-line workers. We're seeking an experienced Customer Success Manager to join our team, and drive our vision to empower our CBRE technical workforce. While expertise in AR/VR/MR is not mandatory, we are looking for a quick learner with strong Customer Success skills and a demonstrated interested in Extended Reality Solutions (XRS).

Furthermore, this role presents an exciting opportunity to create, set up, and establish a robust customer success solution for our Extended Reality Solutions (XRS), allowing for the effective management and satisfaction of our valued customers.

This role has the potential to grow within CBRE and establish a strong foundation for the development and expansion of customer success management.

Responsibilities

• Understand customers' business objectives, KPIs, and success metrics to effectively develop success plans that drive engagement, product adoption, retention, and growth

• Build and foster unbreakable customer relationships and serve as an extension of the customers team

• Uncover and initiate opportunities for expansion and growth by anticipating customer needs

• Use data to guide your story and strategy, develop and lead presentations to customers (including, but not limited to, business reviews and ROI/performance reports)

• Monitor customer health, identify and mitigate risk, and minimize friction for customers, while confidently managing multiple client accounts.

• Partner closely with the XRS team to ensure all customer projects, big and small, are aligned with the customers goals and executed seamlessly

• Foster collaboration within CBRE's Digital & Technolgy team, contribute to the development of processes and best practices, and identify opportunities to develop critical skills

• Utilize digital internal social platforms to foster engagement and cultivate a community-focused communication environment.

Person Specification

• Bachelor's degree (B.S. or B.A.) from an accredited college or university

• 5+ years enterprise customer-facing experience in a Customer Success, Technical Account Management, or Consultant role in the SaaS industry

• Proven track record of achieving high customer renewal, retention, and upsell

• A customer-first mentality and an aptitude for building deep customer relationships at all levels, with a strong focus on being results-driven

• Strong analytical skills with the ability to think creatively

• Excellent communication and presentation skills

• Proactive, data-driven, and detail-oriented with the ability to thrive in a fast-paced, startup environment

• Enterprise eCommerce and startup experience is strongly preferred

Equal Opportunities

We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.