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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management within a SaaS environment, focusing on building strong customer relationships, driving platform adoption, and leveraging data to identify risks and opportunities. Proficient in facilitating strategic conversations and aligning customer objectives with business outcomes.
Highest-signal resume keywords
Customer Success ManagementSaaS Account ManagementStrong Business AcumenExcellent Communication SkillsProject Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Health MonitoringData AnalysisAdoption Strategy DevelopmentFacilities Technology KnowledgeCRM Proficiency
Soft Skills
Relationship ManagementConsultative SkillsEmpathyProfessionalismCollaboration
Tools & Technologies
Microsoft OutlookMicrosoft WordMicrosoft PowerPointMicrosoft ExcelCRM Platforms
Industry Keywords
Facilities ManagementMulti-Site OperationsEnterprise TechnologyCustomer AdvocacySaaS
About the role
Key responsibilities & impact- Build trusted, long-term relationships with customer stakeholders across facilities, operations, procurement, finance, IT, and other relevant areas
- Develop an understanding of customers' facilities management strategies, operational priorities, business challenges, and desired outcomes
- Establish success criteria and develop Customer Success Plans connecting objectives with ServiceChannel capabilities, adoption goals, and measurable outcomes
- Maintain engagement cadences including strategic conversations, success planning, business reviews, adoption discussions, and priority alignment
- Drive adoption of ServiceChannel and help customers leverage relevant platform capabilities
- Identify workflow, operational visibility, platform utilization, and value-realization opportunities
- Monitor customer health, engagement, adoption, and other indicators to identify risks and opportunities
- Establish action plans to address adoption barriers with customers and internal teams
- Serve as the voice of the customer within ServiceChannel
- Partner with Sales, Support, Professional Services, Product, and other teams to provide a connected customer experience
- Coordinate appropriate resources and subject-matter experts
- Share recurring customer needs, trends, and actionable insights with internal stakeholders
- Support customer advocacy through references, success stories, and customer events
- Coordinate customer escalations and maintain visibility into ownership and next steps
- Maintain executive and stakeholder alignment during complex customer situations
- Support customer retention and identify expansion opportunities with Sales
- Maintain accurate customer information, success plans, adoption, account health, risks, opportunities, and activities in ServiceChannel's CRM and Customer Success systems
- Prepare for and lead customer meetings with objectives, insights, recommendations, and follow-up actions
- Share best practices and customer insights with the Customer Success organization
- Contribute to programs and processes improving the customer experience and Customer Success effectiveness
Requirements
What you’ll need- Experience in Customer Success, Software as a Service (SaaS) Account Management, client services, facilities technology, or another relevant customer-facing role
- Demonstrated ability to develop strong customer relationships and become a trusted partner to customer stakeholders
- Strong business acumen with the ability to connect technology capabilities to business and operational outcomes
- Excellent communication, presentation, facilitation, and relationship management skills
- Ability to communicate effectively with platform users, senior leaders, and executive leaders
- Strong consultative skills and natural curiosity
- Ability to use customer health, adoption, usage, and engagement data to identify risks and opportunities
- Strong organizational and project management skills
- Ability to navigate challenging customer situations with empathy, accountability, professionalism, and sound judgment
- Ability to collaborate across Customer Success, Sales, Support, Professional Services, Product, and other teams
- Bachelor's degree or equivalent relevant professional experience
- Must be able to pass a Product Knowledge and Assessment at the completion of onboarding
- Proficient in Microsoft Outlook, Word, PowerPoint, and Excel
- Experience with CRM, Customer Success, and analytics platforms preferred
- Experience within facilities management, multi-site operations, SaaS, or enterprise technology preferred
- Two or more years in customer success, customer support, account management, or a related client-facing role preferred
- Excellent written and verbal English, with clear, neutral-accent spoken communication suited to live conversations with US customers preferred
- Hands-on experience with a SaaS or CMMS platform preferred
- Ability to learn and maintain working knowledge of SaaS offerings
Benefits
Comp & perks- Medical, dental, vision, life and LTD insurance
- HSA
- 401(k) retirement plan
- Equal opportunity employer
- Reasonable accommodations for applicants with disabilities