Customer Success Manager

2 days ago

Toronto, Ontario, Canada BGIS Full time

About BGIS

At BGIS, we're a leading provider of customized facility management and real estate services. With a global team of over 6,500 professionals, we're dedicated to enabling innovation through our services while seeking new opportunities to drive business growth for our clients.

Job Summary

The Customer Success Manager plays a critical role in ensuring that all aspects of our internal procedures meet client service level agreements and KPIs. This includes being the primary contact for day-to-day client interactions, proposal development, and delivery. If you're a results-driven professional with a passion for account management and client success, we encourage you to apply.

Key Responsibilities

  • Understand client objectives, business drivers, and needs to optimize value delivery.
  • Schedule and manage quarterly business reviews with internal client teams, focusing on meeting service level agreements.
  • Generate monthly and quarterly client reports, participating in business reviews and collaborating with regional directors to adopt productivity-enhancing technologies.
  • Work closely with clients and regional directors to handle issues and escalations efficiently.
  • Collaborate with internal operational leaders to ensure client KPIs are met and cleaners exceed expectations.
  • Develop and execute plans to drive business growth and maximize profitability with internal operations and client account teams.
  • Streamline business processes to improve efficiency and effectiveness.
  • Implement and maintain effective inventory control policies and procedures.
  • Collaborate with purchasing and procurement teams to place orders based on inventory requirements.
  • Implement best practices and continuous improvement initiatives, taking a pan-account view.
  • Utilize Power BI to create visually compelling and interactive dashboards and reports.

Requirements

  • University degree with 5-10 years of equivalent work experience in a similar environment.
  • Industry experience in IFM, Service Management, Customer Advocacy & Sales, or Sales Administration & Management.
  • Proficiency in systems, including client and technical services operating platforms.
  • Strong proficiency in Power BI, data collection, and reporting experience.
  • Technical and financial business acumen for proposal and report development.
  • Demonstrated experience developing and confidently presenting to clients.
  • Superior skills in MS Office, with a focus on Excel and PowerPoint.
  • Strong communication skills, both written and verbal.
  • Negotiation skills.
  • Limited travel required based on client footprint and needs.

About Us

At BGIS, we believe that diversity and inclusion are key business drivers. We're committed to maintaining a barrier-free recruitment process and promoting equal employment opportunities for individuals of all backgrounds.

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