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Customer Success Manager

Company: Mallcomm
Location: Los Angeles
Posted on: September 14, 2019

Job Description:

Mallcomm, a technology by Toolbox Group, is one of the fastest-growing proptech platforms in the commercial real estate industry.--A multi-award-winning solution, Mallcomm is the only real estate community engagement and management technology that works for all asset classes to engage all users of real estate.----Toolbox Group is a global real estate innovation company founded in 2000, and now operating in 22 countries with offices across Europe and in the USA.-------- Overview An exciting opportunity has arisen as lead customer success manager - if you are passionate about making customers succeed, we want to hear from you. This position will be located at our Los Angeles office located in Century City and also include travel to our customers' locations across the US, Canada, and Latin America. How You Will Contribute The customer success manager will work directly with our clients, overseeing the deployment, growth, and use of the Mallcomm app for tenant engagement across large real estate properties.You will be the primary contact for new clients, working closely with our development team to identify new features and use cases for the Mallcomm app. Position Details Own the customer relationship from onboarding, training, user-adoption, to renewal.Act as technical leader with your account base following up on issues, bugs, and other potential renewal detractors.Act as a voice of the customer across the organization.Maintain a forecast of renewals and upsell opportunities with account base.Collect, analyze and then use data to make the customers' experience with the company as smooth as possible.Manage the onboarding of new properties.Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' needs.Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.Help drive customer references and case studies.Travel to customer sites.Conduct training sessions to increase product adoption. The ideal candidate: Minimum of 2-years' experience in a customer success or account management at a SaaS company.Proven ability to manage multiple clients and projects.Ability to deepen the relationship with clients through consistent upsell/cross-sell opportunities - you're not afraid to advocate for the Mallcomm product and sell additional tools/products to help our clients accomplish their business needs!Success in a high-growth environment and adaptable to change.Ability to ensure client satisfaction, balance customer expectations, and negotiate successful resolutions.Experience collaborating with various internal teams to push projects through completion in a timely manner.Strong project management with strict attention to detail.Excellent communication skills, including issue tracking, triaging and crisis management.Ability to manage a team to onboard new client properties.Ability to travel both in the US and internationally. Extra Bonus CapabilitiesFluent in French (Canadian) and Spanish--Experience in the retail industry.Technical understanding of Web software, API's.Experience with administration and configuration of software interfaces. Benefits and PerksIndividual medical, dental, & vision insurance coverageMarket competitive total compensation packageCommission incentive programAnnual bonus programGenerous vacation policy

Keywords: Mallcomm, Los Angeles , Customer Success Manager, Executive , Los Angeles, California

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