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 an extraordinary 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, standard methodologies, and expanded use of our products). This role requires a strategic problem solver and an organized doer ensuring client needs are met.  

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 throughout the customer lifecycle. 

Establish and supervise the customer's adoption, training and development, and utilization of ServiceChannel’s products to continually drive incremental value. 

Foster client engagement with the ServiceChannel Analytics platform to drive data driven decision making. 

Manage technical integrations for key customers and strategic accounts 

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. 

Proactively communicate relevant ServiceChannel news and product developments to clients. 

Collect and communicate intelligent customer feedback to drive ongoing product improvements. 

Work cross-functionally with ServiceChannel teams to set strategies for customer success. 

Be a client advocate, while keeping ServiceChannel values and initiatives in mind. 

Provide internal communications regarding Customer’s configuration, usage information, satisfaction of the system and churn risk. 

Monitor requests on the help desk platform, responding quickly and efficiently to inbound support inquiries, ensuring more critical requests are prioritized and escalated as necessary. 

Provide training and guidance to Client and Service Providers on ServiceChannel applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery. 

Create and conduct quarterly or yearly Business Reviews with your customers 

Required Skills & Experience 

Bachelor's Degree 

2+ years with customer success or support 

Proven examples of Success Outcomes and Value Delivery 

Excellent written and verbal communication, strong interpersonal skills 

Ability to travel 1-2 times a quarter. 

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 capability; experience at a technology company or relevant consultancy 

Comfortable scheduling, managing and running presentations, both remotely and onsite, with internal and external senior leaders and team members 

Solid project management skills with ability to multitask and prioritize. 

Experience driving organizational change initiatives. 

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

Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form, while speaking with the caller as well as following processes correctly. 

Adaptive and responsive to feedback and open to updating processes where required. 

Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts. 

Willingness and desire to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence. 

Preferred Skills & Experience 

Experience and/or familiarity with ServiceChannel 

Facility Management or Procurement/Finance experience 

Experience with Salesforce and Gainsight 

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. 

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. 

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 is 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.  

 

 

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.