Job DescriptionSUMMARYThe Customer Success Manager acts as the primary contact within the BGIS SCS Team to ensure that all aspects of internal BGIS procedures are prepared in a comprehensive, consistent and thorough manner so they meet all client service level agreements and KPI's while ensuring that all internal BGIS Team Members are fully aware and have the resources for completion. The incumbent is also the primary representative for day-to-day contact with the client for performance of the contract and in the development of proposals and delivery for potential clients.
KEY DUTIES & RESPONSIBILITIESAccount Management- Understands clients' objectives, business drivers and needs in order to optimize the value delivered to the client.
- Schedule and manage all quarterly business reviews (QBR) with Internal Business Unit (IBU) client teams, with specific focus on meeting all service level agreements (SLA).
- Update and generate monthly and quarterly client reports in accordance with established timelines, participate in Monthly and Quarterly Business Reviews.
- Work closely with Regional Directors to ensure adoption of productivity increasing technologies
- Work directly with clients and provide required support to BGIS SCS Regional Directors to ensure all issues including escalations are handled quickly and efficiently.
- Collaborate with internal BGIS Operational Leaders to ensure client KPI's are being reached and that cleaners are meeting & exceeding client expectations.
- Work with internal BGIS SCS operations and client account teams to Develop and execute plans to drive business growth and maximize profitability
- Streamline and optimize business processes to improve efficiency and effectiveness.
- Implement and maintain effective inventory control policies and procedures.
- Collaborate with purchasing and procurement teams to place orders based on inventory requirements.
- Take a pan account view to Implement best practices and continuous improvement initiatives
- Utilize Power BI to create visually compelling and interactive dashboards and reports.
KNOWLEDGE & SKILLS- University Degree, with 5 - 10 years equivalent work experience in an environment with similar accountabilities.
- Industry experience in IFM, Service Management, Customer Advocacy & Sales or Sales Administration & Management
- Proficiency in Systems both Client & Technical Services operating platforms
- Strong proficiency in Power BI
- Data collection and reporting experience
- Technical & financial business acumen for proposal and report development
- Demonstration experience developing and confidently presenting to clients
- Superior skills MS Office with a focus on Excel & Power Point
- Strong communications skills, both written and verbal
- Negotiation skills
- Limited travel required based on client footprint and needs
This is a regular, full-time position with a salary range of $72,606 - $90,758 per annum. The starting salary will be based on the successful candidate's competencies, including but not limited to experience, education and performance related to this role.
