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Customer Success Manager
3 weeks ago
**Customer Success Manager - IT or Software background **preferred.**
**FM:Systems provides workplace management technology and solutions that enable facility and real estate teams to identify, plan and deliver the ideal workplace for every employee. Our broad solutions portfolio of software and hardware, specializing in space management and optimization, assets and maintenance, strategic real estate planning, resource scheduling, as well as projects and sustainability, empowers our clients to gain insight into how their facility space is performing, how they enhance efficiency and crate an employee-centric workplace.**
**Recognized as a market leader by industry analysts, FM:Systems offers a suite of digital workplace solutions, empowering our customers across the world to re-imagine and transform their workplace experience. From Workplace Management to Workplace Analytics, to Employee Experience - our solutions are built to help our customers re-think their workplaces post-pandemic, right-fit their real estate portfolios, and realize the ideal hybrid workplace experience for employees. With customers representing half of the Fortune 50, ⅔ of top 25 US banks, 150+ government institutions, over 200 hospital and healthcare organizations, 350+ universities and 50% of the leading pharmaceutical firms, our leading solutions manage over 3 billion square feet across 80 countries. FM:Systems is headquartered in Raleigh, North Carolina and conducts business globally.**
**The Customer Success Manager will have primary responsibility for the on-going success of customer installations and overall customer relationships. The Customer Success Manager is a complex, demanding and highly visible role with many outcomes expected. It requires a highly organized individual with good business acumen, strong planning skills, sound technical orientation, excellent relationship building skills and strategic execution ability. The Customer Success Manager will work extensively with customer stakeholders as well as internal teams to expertly guide customers throughout the customer lifecycle to ensure FM:Systems is optimized to solve the customer’s business needs.**
**As a trusted advisor, you will ensure customers have the FM:Systems products and services that best fit their immediate needs and their future use cases. You are not an engineer or a customer support representative, but you’ve proven technical aptitude in past roles by learning technical products, adjusting complex explanations depending on your audience, and troubleshooting basic issues where necessary.**
**You excel in a fast-paced environment, working as a customer’s internal advocate to remove obstacles that may impede a customer’s experience with FM:Systems. You thrive on solving new, complex challenges that are unique to your customers and their businesses.**
**The position is hybrid in South Africa.**
**#LI-Hybrid - South Africa**
**In this role, you will have the opportunity to**:
- Customer Success Manager performance shall be measured according to the following criteria.
- Continued professional client support and a cooperative and friendly attitude that always puts the client first.
- Setup of software system according to clients’ requirements (no software-coding knowledge required).
- Setup of client hardware (tablets and parking scanners), loading the FMS:Visitor check-in and scanner app, packaging hardware in boxes and shipping hardware to clients.
- Developing and nurturing of long-term business relationships for FMS:Visitor.
- Onboard new customers, which involves educating and training customers on how to use the FMS:Visitor system.
- Ongoing support of client’s system to make setup changes where necessary, communicating with the client to manage the client relationship and provide quality control of the software system.
- Be the voice of the client. The FMS:Visitor technical team needs to have an in-depth understanding of customers likes and dislikes about the system and you will need to ensure that the team understands this to ensure decisions always prioritize the client.
- Become an integral part of the FMS:Visitor team. This includes being part of the FMS:Visitor culture of constantly going beyond the “call of duty” to satisfy client’s needs and having FMS:Visitor’s long-term success and growth as motivation.
- Building competitive advantage for FMS:Visitor through high level of client support.
- Feature updates. Communicate to clients when new features are available that may be of value to the client, and if the go ahead is given then activate these features and provide training on the new features if necessary.
- 10+ years of experience, at least 5 of them in a customer facing role.
- At least 5 years managing enterprise software implementations, preferably with a software company.
- Experience implementing new processes and communicating them with internal teams.
- Motivated and positive approach to solving custom
