Customer Success Manager

Chamberlain Group is a global leader in access solutions with top brands, such as LiftMaster and Chamberlain, found in millions of homes, businesses, and communities worldwide.

As a leader in the Smart Home industry, we boast one of the largest IoT install bases, with innovative products consisting of cameras, locks, card readers, garage door openers, gates and more, all powered by our myQ digital ecosystem. 

This is a role within Chamberlain Group’s sales function. A successful incumbent is expected to (i) Manage customer transition from sales prospects to active myQ Business users; serve as single point of contact during the onboarding process to ensure the optimal customer experience (ii) Partner cross functionally to develop and manage a Customer Onboarding process for long term success and scalability; own continuous improvement activities to streamline process with standardized forms and document process flow. Requires 5+ years of experience in a customer facing role and a minimum of a Bachelor’s Degree.

Job Responsibilities:

• Manage customer transition from sales prospects to active myQ Business users

• Define, develop, implement and maintain the onboarding process for new myQ Business customers; serve as single point of contact during the onboarding process to ensure the optimal customer experience

• Partner cross functionally to ensure long term success and scalability of Customer Onboarding process; own continuous improvement activities to streamline process with standardized forms and document process flow

• Develop deep knowledge of customers, communities, and facilities to expand service offerings and proposals to customers

• Manage data gathering and documentation requirements across multiple functions and lead customers through to app setup and operation

• Manage internal and external communications with stakeholders to ensure contract completion in a timely manner

• Capture direct feedback from new accounts, including installations, setup, and onboarding; develop real time customer insights and action plans for key business stakeholders to increase customer stickiness and improve share of wallet

• Monitor and report on trends with myQ Business customers for future road mapping and use in NPD process

• Support integration of customer database and maintain data integrity; identify opportunities and build solutions to reduce waste and monetize other data services

• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.

• Protect Chamberlain Group’s reputation by keeping information confidential.

• Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.

• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Job Requirements:

• Bachelor's Degree

• 5+ years in customer facing role

• Experience leading process improvement projects

• High sense of urgency

• Strong sense of Customer Advocacy

• High degree of influence in cross-functional roles 

• Ability to recognize and articulate trends and insights across the customer base

• Change agent, able to drive new processes and streamline existing ones

• Ability to travel up to 50% - domestically and internationally; valid drivers license

Preferred:

• Bachelor’s degree in business, engineering; Master’s Degree in related discipline

• Lean Six Sigma Green Belt Certification

• Experience in access control

• Experience in facility management

#LI- Hybrid – Oak Brook, IL

#LI-MD1

The pay range for this position is $97,700.00 - $157,475.00; base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience. In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements).  This position is eligible for participation in a short-term incentive plan subject to the terms of the applicable plans and policies.