View, Inc. Customer Success Manager in Boston, Massachusetts
Our mission is to Create Delightful Human Environments.
In the great tradition of challenging the way we think about everyday essentials, the team at View has revitalized something that hasn't changed for centuries – the simple window – and in doing so, is transforming the largest industry in the world, real estate.
View is a technology company creating smart and connected buildings to improve people’s health and wellness, while simultaneously reducing energy consumption to mitigate the effects of climate change. View is the market leader in smart windows that let in natural light and views and enhance mental and physical well-being by reducing headaches, eyestrain, and drowsiness. Every View installation includes a 'smart building platform' that consists of power, network, and communication infrastructure. For more information, please visit view.com
If you have ever dreamed of changing the world to make it a better place - join us!
OUR CULTURE AND VALUES
We are committed to our culture. We actively use our culture in how we conduct business.
Drive for Excellence
Succeed as a Team
The Customer Success Manager (CSM) will be responsible for and fostering strong relationships with customers, working to ensure satisfaction with View product and ensuring the product operation suits customer needs. This role demands an exceptionally proactive, talented and exuberant multitasker. We seek a self-directed, passionate self-motivated individual with background in building science who will be responsible for engaging with customers’ post-sales and post installation, driving user adoption and satisfaction. This person will act as the product expert and train customers on the value proposition of our product. This position requires working closely with the Project Managers, field service teams, product management and marketing team
Ensure customer satisfaction
Establish and develop long term tenant and occupant relationships, measure, manage, and improve customer experience, engagement, and value realization
Map the customer lifecycle – journey with product, interventions and usage levels, ensure early engagement with the customer post installation, identifying and acting on opportunities to advocate customer experience to improve value proposition
Be the Voice of the Customer (VOC) internally at View
Bring learning from customer base and work with product management team on new features and improvements, providing details for the support interactions necessary after deployment, bring about awareness in the local market – participate in local AIA chapters and Architectural forums
Functional dimensions of the position: Customer education and training, post occupancy customer engagement, feedback and closure of issues, joint product application publications and promoting regional product awareness, meet or exceed the Customer Success metrics and KPI’s
DESIRED SKILLS AND EXPERIENCE
Technical aptitude to quickly learn about our product and its controls
2-3 Years of customer / client management / project management experience
Excellent communication skills and ability to listen to details attentively
Excellent people skills to interact with customers and cross functional teams
As a team member, you will be asked to create select, high-impact communications and collateral for sustainability initiatives, strong writing skills, with an emphasis on telling a clear story are a must
Presentation Skills: In this role, you will present in front of both large and small groups, you should be accomplished and comfortable as a speaker
Data Analytics to demonstrate metrics for customer success
Knowledge of USGBC LEED Rating System
Certified Project Management methodology
Travel 40-50% of the time at customer sites
B/A Architecture / Building Science / Engineering, or construction consulting industry, MBA is a plus but not mandatory
View, Inc. is an equal opportunity employer