Designed to complement CBRE's occupier and landlord service offerings, the Host mission is to create and scale people-led, technology-enabled services that increase individual well-being, personal productivity and organizational effectiveness. Put simply: our goal is to help people work smarter and delight in doing it.
We are a diverse team of creative, engaged and highly-motivated individuals who are passionate about disrupting real estate from inside the world's largest real estate services organization. Through existing relationships alone, we have the potential to reach more than 20M end users.
About the Role
The Host team is seeking an experienced professional to build and lead the Customer Success team for CBRE's proprietary employee workplace experience platform and associated mobile application.
Customer Success is a critical part of Host as Customer Success Managers are primary contact for accounts post-sale and are responsible for the overall success and renewal of assigned accounts.
We are looking for someone well versed in supporting SaaS products who is passionate about leading individuals and inspiring top performance. This leader will set the vision for our Customer Success organization, with responsibility for defining and owning the end-to-end customer experience for our technology product. This individual will have proven success leading a customer success organization that serves Fortune 500 clients in a fast paced, highly cross functional environment.
What you'll do:
Develop and lead the strategy and execution of the Customer Success team to support the adoption, expansion and renewal of Host customers
Engage in a hands-on way with customers (large occupiers and landlords) and client-dedicated CBRE teams (Experience and Facilities management teams; Property Management teams) to develop and implement customer success strategies
Align with Host's Hospitality team to ensure an integrated approach to delivering technology and hospitality services
Create a fast and effective client onboarding process and measure its effectiveness
Drive downloads and active use of the Host app, reduce churn, and increase customer satisfaction
Implement QBR practices, refine metrics, create reporting, and measure long term goals
Own all aspects of technology renewals for the Host team
Recruit, hire and manage top performers to support customer success across the US, Asia and EMEA
Retain and recruit world class team with focus on defining clear roles and responsibilities that encourage autonomy and accountability
Guide team in effective client issues resolution and handle any internal or external escalations
Create rapid onboarding process for new team members
Mentor team and encourage continuous learning
Work cross-functionally with other parts of the Host team:
Work with Host leadership to establish, measure and report on key metrics and objectives
Partner with the Product team to ensure customer feedback is appropriately represented in the product roadmap
Align with the Sales team around client retention, cross-selling and up-selling opportunities
Assist the Marketing team with internal and external branding by collaborating with CSMs on gathering and writing success stories/case studies for each account
7+ years of experience leading a customer success or services focused team supporting SaaS / Software product with Fortune 500 customers; with specific experience in:
Developing and delivering a roadmap to success; driving product adoption while promoting customer satisfaction and advocacy.
Managing the customer relationships, acting as trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics and Marketing.
Managing relationships with program owners (IT, engineers and developers) to drive product usage and engagement.
Understanding customer needs and helping business leaders to identify opportunities to expand our footprint and depth of engagement.
Bachelor's Degree and/or equivalent, professional training, and/or certifications
Demonstrated success in managing customer relationships, and acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics and Marketing
Proven ability to develop and deliver a roadmap to success – driving product adoption and ongoing use, while also promoting customer satisfaction and advocacy
Outstanding business consulting skills (forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions)
Proven ability to attract and develop talent at every level of the organization
Excellent writing and verbal communication skills
Personable and collaborative with a track record of working successfully across teams
Sales enablement or sales technology experience is a plus
This position will either be based in our team's mid-town New York office, our Dallas office or in our downtown San Francisco office.
Candidate must be willing to travel up to 50% of the time, including occasional international travel
Internal Number: 19005151
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.