Job 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. ServiceChannel is well established, but even after almost 20 years we still retain the spirit of a startup. We are primed for success and we are currently on a high growth trajectory. We are committed to crafting a great product for our customers and a phenomenal work environment for our employees to succeed professionally and personally.

We are seeking a Customer Success Manager to coordinate product adoption, light-training, advocacy, retention, etc., and outcomes (e.g., improved utilization, best practices, and expanded use of our products). This role requires a strategic problem solver and an organized doer who can deliver meaningful ROI for our clients, throughout the customer lifecycle.

Key Responsibilities

Responsible for key customers and strategic accounts

Develop a trusted advisor relationship with customer’s Facility Management teams

Proactively recommend ServiceChannel standard methodologies, processes, and configurations that align with the customer's business objectives and strategy, driving the full potential and adoption of ServiceChannel’s product offering.

Foster engagement with the ServiceChannel Analytics platform which helps customers make data driven decisions.

Review customer data to identify trends and anomalies, make proactive suggestions of improvement opportunities, and explain the business value of those recommendations.

Lead customer engagement meetings on a bi-monthly, monthly, and quarterly basis to deliver scorecard results.

Communicate relevant ServiceChannel news.

Receive intelligent customer feedback.

Work multi-functionally with ServiceChannel teams to set strategies for customer success.
Required Skills & Experience

Excellent written and verbal communication.

Ability to travel regularly for onsite client visits

Strong analytical skills, with the ability to analyze data, apply statistical data summaries, create meaningful data visualizations, identify trends and anomalies, and communicate these to various audiences.

Enthusiastic about technology with demonstrated technical curiosity; experience at a technology company or relevant consultancy is a plus!

Comfortable scheduling, managing and running presentations, both remotely and onsite, with internal and external senior leadership.

Solid project management skills with ability to multi-task and prioritize.

Experience motivating change and overseeing new critical initiatives.

Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills.

Love for teamwork and commitment to creating a world-class, enterprise-class global customer experience.

Preferred Skills & Experience

Experience with ServiceChannel

Facility Management or Procurement/Finance experience

Experience with Salesforce and Gainsight

Fortive is a diversified industrial growth company comprised of global businesses that are recognized leaders in attractive markets. With more than $6 billion in annual revenues, Fortive’s well-known brands hold leading positions in field instrumentation, transportation, sensing, product realization, automation and specialty, and franchise distribution. Fortive is headquartered in Everett, Washington and employs a team of more than 24,000 research and development, manufacturing, sales, distribution, service and administrative employees in more than 40 countries around the world. Our team grows by tackling challenges that accelerate progress and further their careers. With a culture rooted in continuous improvement, the core of our company’s operating model is the Fortive Business System. For more information please visit: www.fortive.com.

We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan. ServiceChannel’s commitment to the professional and personal success of our employees has landed us on Wealthfront’s Career-Launching Companies List for three years in a row.

#LI-Remore

ServiceChannel helps many of your favorite brands manage their brick and mortar facilities. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on ServiceChannel to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by innovating within data analytics, IOT, and machine learning through our market-leading software and services.

As a brand that is shaping the future of our industry, we only succeed by recruiting and developing the best talent available. This is a team that is driven to do better, emphasizes continuous improvement, acts with integrity and works together to win together.

In 2021, we joined the Fortive group of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive accelerates ServiceChannel’s growth through extraordinary business systems, cross-industry expertise and employee development resources.
We Are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request an accommodation.

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