Designed to complement CBRE's occupier and landlord service offerings, the Host mission is to increase individual well-being, personal productivity and organizational effectiveness through people-led, technology-enabled services. 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 and changing employee expectations about what it should feel like to come to work every day, all from inside the world's largest real estate services organization.
ABOUT THE ROLE
The Host team is seeking an experienced Customer Success Professional support Host's Global Managing Director of Customer Success in deploying CBRE's proprietary employee workplace productivity app.
Customer Success is a critical part of Host as Customer Success Professionals are the 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 B2B2E SaaS products who is passionate about customer service and engagement. This individual will have proven experience in technology customer success roles serving large-scale deployments (preferably to Fortune 1000 companies) in a fast paced, highly cross functional environment.
WHAT YOU WILL DO
Support the adoption, expansion and renewal of Host customers:
Proactively deliver a fast and effective client onboarding process and measure its effectiveness closely with your assigned clients.
Strategically develop ideation on driving downloads and active use of the Host app, reduce churn, and increase customer satisfaction.
Own Host technology upsells and renewals for your clients.
Engage in a hands-on way with customers (large occupiers & landlords) and dedicated CBRE teams (a.k.a our internal clients) including: Experience and Facilities Management teams; Property Management teams to develop and implement customer success strategies.
Align with Host's Hospitality team (Host Concierge professionals actually in the building) to ensure an integrated approach to delivering technology and hospitality services.
Work cross-functionally with other parts of the Host team:
Work with the Managing Director of Customer Success 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 Customer Success Managers on gathering and writing success stories/case studies for each account.
5+ years of experience in a customer success role supporting SaaS / Software product with Fortune 1000 customers.
Bachelor's degree and/or equivalent, professional training, and/or certifications.
Outstanding business consulting skills (forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions).
Proactive, communicative, organized, collaborative, and personable with a track record of working successfully across teams.
Proven ability to attract and develop talent at every level of the organization.
Excellent writing and verbal communication skills.
Sales enablement or sales technology experience is a plus.
This position can be based in our team's New York office, San Francisco office or our Dallas office. But, we are open to other major cities including Los Angeles, Seattle, Chicago.
Candidate must be willing to travel up to 50% of the time, including occasional international travel
Internal Number: 19025774
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.