Sr. Manager, Customer Success myQ Enterprise

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster®  and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ®  app daily.

This role is within Chamberlain Group’s myQ Enterprise team and is responsible to lead the Customer Success team and develop the strategy to promote new sales and retention of myQ Enterprise customers. Responsibilities include ensuring overall positive customer experience with myQ Enterprise, partner cross functionally to identify potential growth and expansion opportunities and to deliver real-time customer insights and action plans for key business stakeholders and executive leaders to increase customer stickiness and improve share of wallet. Requires 10+ years of experience in a customer facing role; 3+ years leading a team and a minimum of a Bachelor’s Degree.

Responsibilities

· Develop strategy to promote new service sales and retention of myQ Business customers and overall positive experience with the brand

· Partner cross functionally to identify potential growth and expansion opportunities

· Deliver real time customer insights and action plans for key business stakeholders and executive leaders to increase customer stickiness and improve share of wallet

· Report on trends with myQ Business customers for future road mapping and use in NPD process

· Engage with and report on top customer performance to ensure alignment with corporate strategy

· Oversee the onboarding process for new myQ Business customers ensuring a consistent and positive Customer Experience

· Collaborate with cross-functional teams to develop and refine the customer success strategy, ensuring alignment with company goals. Continuously evaluate and optimize the customer journey, identifying opportunities to enhance the overall customer experience.

· Oversee the onboarding, adoption, and retention processes for customers. Lead by example in building strong relationships with key customers, understanding their needs, and proactively addressing challenges to ensure long-term success

· Establish and monitor key performance indicators (KPIs) with Business Unit peers to measure the effectiveness of the customer success team. Regularly report on team performance, customer health, and other relevant metrics to senior leadership

· Drive operational efficiency and process improvements within the customer success function. Identify areas for automation, standardization, and scalability to ensure consistent and exceptional service delivery

· Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer experience across the entire lifecycle. Advocate for customer needs and feedback to inform product development and strategic decisions

· Oversee data gathering and documentation requirements across multiple functions; ensure data, requirements and insights lead to actionable plans

· Lead 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

Management Responsibilities

· Motivate and lead a high-performance team by attracting, developing, engaging and retaining team members

· Drive the performance management and compensation processes by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development per the company’s policies

· Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, IM and regular interpersonal communications

· Lead and motivate individuals and teams to create a workplace culture that is consistent with the CGI mission, vision and values

Minimum Qualifications

· Bachelor's Degree

· 10+ years in customer facing role

· 3+ years of experience leading a team

· 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

· Ability to travel up to 50% - domestically; valid drivers license

Preferred Qualifications

· 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

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Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We’re proud to be an Equal Opportunity Employer, and you’ll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We’re committed to fostering an environment where people of all lived experiences feel welcome.  

Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [email protected].

NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.