Customer Success Manager - myQ Enterprise

If you are a current Chamberlain Group employee, please click here to apply through your Workday account.
Chamberlain Group is a global leader in access solutions with top brands, such as LiftMaster and Chamberlain, found in millions of homes, businesses, and communities worldwide.
As a leader in the Smart Home industry, we boast one of the largest IoT install bases, with innovative products consisting of cameras, locks, card readers, garage door openers, gates and more, all powered by our myQ digital ecosystem.
Join Chamberlain Group's myQ Enterprise team in building an emerging business within our Commercial team. Responsibilities include: Serve as single point of contact following implementation to ensure the optimal customer experience, partner cross functionally to develop and manage Customer outcomes for long term success and scalability. Success in this role requires the ability to build direct strategic relationships and serve as the advocate for customers, their users, and executives. Requires 5+ years of experience in a customer facing role and a minimum of a Bachelor's Degree.
Essential Duties and Responsibilities
Own customer relationship, establish and build loyalty and retention with customers by maintaining frequent customer contact to ensure current and future needs are met.

• Define, develop, implement and maintain the management process for myQ Enterprise customers; serve as single point of contact following the implementation process to ensure the optimal customer experience
• Partner cross functionally to ensure long term success and scalability of Customer outcomes; own continuous improvement activities to streamline process with standardized forms and document process flow
• Develop deep knowledge of customers and facilities to expand service offerings and proposals to customers
• Manage data gathering and documentation requirements across multiple functions and lead customers through to 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 implementations; 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 Enterprise customers for future road mapping and use in NPD process
• Support integration of customer systems and maintain data integrity; identify opportunities and build solutions to reduce waste and monetize other data services
• Develop and deliver training for customers on usage of online systems

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

• 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

Job 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
• Preferred: Experience in contract negotiations
• Preferred: Bachelor's degree in business, engineering; Master's Degree in related discipline
• Preferred: Lean Six Sigma Green Belt Certification
• Preferred: Experience in Supply Chain Management, Logistics, Warehousing, Transportation/Shipping or related field
• Preferred: Prior experience working with hardware and software offerings

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Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We're proud to be an Equal Opportunity Employer, and you'll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We're committed to fostering an environment where people of all lived experiences feel welcome.
Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [email protected].
NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.