Customer Success Sr Analyst - Remote

2023-06-01

Full Time

Description

Posted 31-May-2023 Service line Advisory Segment Role type Full-time Areas of Interest Digital & Technology/Information Technology Location(s) Remote - US - Remote - US - United States of America Overview of Position
We are looking for a motivated Customer Success Manager with 3+ years of experience to help drive onboarding, support, training, and change management within the A&T Customer Success team for the TransAct platform. This is an immediate opportunity for a full-time position.

Provide strategic implementation planning and support for A&T accounts onboarding to TransAct platform
Provide both new and ongoing training for accounts to support user knowledge and adoption
Proactively engage with accounts to uncover training needs and knowledge gaps
Serve as voice of customer to product team by reviewing user complaints and concerns to identify ways to improve user experience
Own creation of user walkthroughs, guides, and training materials in collaboration with product

Essential Duties and Responsibilities

Learn, support and drive the adoption of TransAct and other A&T supporting technology tools including; Sequentra, Vantage, Deal IQ, and others.
End-to-end ownership of new account onboarding process, including demos, playbook information and data sourcing, training, hypercare coverage
Strategic planning for complex client on-boardings and migrations from third party, external, or proprietary systems
Ongoing, ad-hoc training as needed for client teams
Proactive outreach to newly onboarded accounts to evaluate need for additional training and support
Ownership of creation and continued maintenance of accurate, up-to-date training materials and resource guides
Creation of new feature launch communications and walk-throughs in collaboration with product
Service request tracking and resolution for assigned accounts
Evaluation and initial requirements gathering for client feature requests
Negotiations and communications with accounts for paid customizations
Support the execution of comprehensive change, training and communication plans associated with deployment the A&T technology tools.
Provide analysis support, proactively manage data and data sources, prepare periodic reports on key company adoption and usage metrics.
Act as liaison to Digital & Technology team members to translate business requirements and needs, and vice versa.
Performs other duties may be assigned.
No formal supervisory responsibilities in this position.

Qualifications

Bachelor's degree (BA/BS) from 4-year college or university required.
Minimum of 3 years of related experience and/or training.
Prior transaction management experience preferred.
Excellent written and verbal communication skills.
Strong organizational and analytical skills.
Ability to provide excellent and courteous service to customers.
Excellent problem-solving skills where time constraints and multiple options are at play.
Ability to effectively present information.
Ability to comprehend, analyze, and interpret documents.
Requires intermediate analytical and quantitative skills.
Technically savvy with solid experience using sales database systems, Microsoft Office (PowerPoint, Excel, Word), Outlook, social media, internet.
Responsible for setting own project deadlines

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the position is $85,000 annually and the maximum salary for the position is $95,000 annually. The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program.

CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us via email at [email protected] or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.