[Hiring] Customer Success Manager @Fortive

Role Description

We are building a team of Customer Success Managers in our India Development Center to support our scaled customer segment through a one-to-many, digital-led success model. As part of a team of Customer Success Managers, you will help steward a shared portfolio of roughly 300 smaller customers (about 70 accounts each) and drive product adoption, retention, and measurable value at scale. The role blends the consultative instincts of a traditional Customer Success Manager with the efficiency of scaled and digital engagement.

• Own a portfolio of roughly 70 smaller customers, driving adoption, retention, and value through a mix of one-to-one and one-to-many engagement.
• Proactively recommend ServiceChannel standard methodologies, processes, and configurations that align with each customer's business objectives.
• Run repeatable, scalable success motions such as onboarding assists, adoption checkpoints, health reviews, and renewal-readiness outreach.
• Monitor customer health signals and product usage to identify churn risk and expansion opportunities.
• Lead customer engagements ranging from digital check-ins to business reviews, delivering scorecard results and clear recommendations.
• Respond quickly and efficiently to inbound requests, prioritizing and escalating critical issues.
• Review customer data to surface trends and anomalies, make proactive improvement suggestions, and explain the business value of those recommendations.
• Collect and communicate actionable customer feedback to drive ongoing product improvements.
• Provide internal communications on customer configuration, usage, system satisfaction, and churn risk.
• Act as a client advocate while keeping ServiceChannel's values and initiatives in mind.
• Work cross-functionally with ServiceChannel teams across the US, EMEA and APAC to set and execute customer success strategies.
• Achieve annual performance objectives tied to customer adoption, retention, engagement, and overall portfolio health.
• Learn & maintain technical knowledge of ServiceChannel’s offerings.

Qualifications

• Bachelor's degree.
• Two or more years in customer success, customer support, account management, or a related client-facing role.
• Excellent written and verbal English, with clear, neutral-accent spoken communication suited to live conversations with US customers.
• Hands-on experience with a SaaS or CMMS platform, and a functional, systems-minded approach to solving complex customer problems.
• Ability to learn and maintain working knowledge of SaaS offerings.
• Strong analytical skills, including the ability to read customer data and communicate trends clearly.
• Solid project and time management, with the ability to multitask and prioritize across a large book of accounts.
• Comfort scheduling, managing, and running presentations remotely with internal and external stakeholders.
• Strong attention to detail and disciplined documentation.
• Passion for building customer relationships and resolving conflict with empathy.
• Self-directed and reliable, comfortable working autonomously.
• Adaptive and responsive to feedback.
• A collaborative team player who supports peers through cross-training.
• Must be able to pass a Product Knowledge and Assessment at the completion of onboarding.
• Proficient in Microsoft Outlook, Word, Power Point, and Excel.

Requirements

• Experience within a scaled, digital, or tech-touch customer success model serving a high-volume portfolio.
• Familiarity with CRM and customer success platforms such as Gainsight, Salesforce, Zendesk, or Pendo.
• Prior experience supporting US or global customers from an offshore or global delivery center.
• Facilities management or procurement and finance experience.
• Experience with or familiarity with ServiceChannel.

Benefits

• Competitive compensation and benefits package.
• Strong opportunities for professional and personal growth.

Company Description

ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage, and pay for repair and maintenance services from commercial contractors.

We continue to earn our leadership position by innovating in data analytics, IoT, and machine learning through our market-leading software and services.

In 2021, ServiceChannel joined the Fortive group of leading technology companies, united by a common purpose to make the world stronger, safer, and smarter.