Senior Customer Success Manager

Senior Customer Success Manager - ESGx

About Measurabl

Measurabl has developed the leading ESG (environmental, social, governance) data management solution for commercial real estate—and we’re looking forward to doing so much more! Our team is a diverse group of innovators, leaders, and creators who are passionate about the work we do. We believe technology plays a central role in creating a sustainable, equitable world, and we’re working to build something that matters.

Overview:

The Customer Success Manager (CSM) - ESGx will report directly to the Director of Global Customer Success and focus on serving users of Measurabl’s data products, i.e. various personas within real estate capital markets. This role requires both excellent relationship management skills and interest in/capacity for technical understanding of AI-based models, underlying methodologies, and APIs. The CSM will work closely with Product and Engineering to deliver and troubleshoot on behalf of the customer and with Sales to support customer satisfaction and account growth.

Essential Functions & Responsibilities:

The essential functions and responsibilities for this position include but are not limited to, the following. Other duties may be assigned as needed.

Customer Relationship Management

Builds and maintains strong relationships with key stakeholders at client organizations, understanding their technical and business requirements
- Onboards ESGx Buildings customers and Diligence customers
- Ensures all customer stakeholders are informed and empowered to fully leverage the value of the products
Acts as the primary point of contact for customer inquiries and escalations
- Ensures any necessary internal team collaboration occurs on a timely basis
- Responds to all capital markets support questions within 72 hours (business days)
- Provides monthly usage reports to customers when requested
- Triages customer challenges and provides ad-hoc reports to customers when required
Ensures alignment of client objectives with Measurabl's product capabilities and roadmap
- Leads Quarterly Business Reviews for all Capital Markets customers

Technical Expertise and Enablement Content Creation

Develops a deep understanding of Measurabl's capital markets products their applications
Collaborates with product management and engineering teams to relay client feedback and contribute to product enhancements
In collaboration with Product,
- Develops customer trainings on how to interpret data
- Creates FAQ documentation for pre-sales, onboarding, and technical usage stages

Project management

Owns monthly ESGx Securities file process
- Reviews progress with Engineering Team on daily call
- Elevates any issues/ delays to appropriate teams

Administrative

Works with Sales and Finance to reconcile payment with contract details in admin UI
Deactivates non-paying customers
Resets credentials (key and secret) for any type of app
Responsible for non-API delivery of flat files

Education & Experience:

We have identified the following programs, experience, and knowledge that have helped others find success in this role at Measurabl. We understand though that knowledge comes from many forms of learning and experiences. Above all, we consider a person’s potential impact in the role and value their unique path to this point in their career.

Bachelor’s degree in finance, economics, sustainability, or related area; MBA or Master’s degree, preferred
5+ years of relationship management or customer service within data products, ESG, sustainable finance, and/or financial services
Experience serving multi-national or global customers
Knowledge of real estate and/or real estate finance is a plus
Ability to quickly assess customer needs, identify solutions, and align with customer’s use case(s)
Ability to navigate large financial institutions, identify the full range of opportunities across an organization, and holistically solution, even if in phases, over time
Strong presentation and client relationship management skills
Experience with Planhat, Salesforce, Slack, Confluence/Jira, Microsoft Office Suite, is preferred
Proven ability to work collaboratively and cross-functionally to achieve business goals
Comfort with change and track record of taking initiative
A combination of professional or educational experience (whether formal or informal) that affords you with the knowledge, skills, and abilities above

Knowledge, Skills and Abilities

Competencies and Associated Knowledge, Skills and Abilities

Ability to work and communicate effectively with others in a diverse, multiethnic and multicultural work environment.

Ability to work proactively, independently and collaboratively in a fast-paced, decentralized environment

A team player who works well under pressure, demonstrates resourcefulness, follow-through and ability to independently navigate internal and external challenges to progressing and closing sales opportunities

Excellent organization skills, acute attention to detail, and ability to juggle multiple tasks in a time sensitive environment

Mission-driven and leads by example with equal parts brain and heart

Skilled relationship builder with a well honed consultative sales approach

Self-starter, driven to succeed and learn and grow from failure

Excellent interpersonal, verbal, and written communication skills. A natural communicator that instills confidence and trust with internal and external stakeholders.

Strong organizational skills

Leadership:

Mentor
Set Goals
Motivate Others

Initiative:

Action Oriented
Self-Starter
Resourceful

Digital Literacy:

Leverage technology
Navigate online resources
Networking

Technical Aptitude:

Technical Ingenuity
Application of Technology
Innovative Thinking

Project Management:

Plan & Organize
Prioritize
Implement Plan

Innovation and Creativity:

Problem Solving
Brainstorming
Conceptualizing

Ability to Collaborate (internally and externally)

Establish Relations
Share Ideas
Build Trust

Verbal Communication:

Articulate Ideas
Interpersonal Skills
Use Active Listening
Create Succinct Messages

Written Communication:

Create Succinct Messages
Use Correct Grammar
Use Appropriate Message Medium

Critical Thinking & Problem Solving:

Research & Analysis
Decision Making
Communication

Quantitative Reasoning:

Computational Fluency
Quantitative Literacy
Data Interpretation

Flexibility & Adaptability:

Open to change
Collaboration
Inclusiveness

Teamwork & Collaboration:

Establish Relations
Share Ideas
Build Trust

Professionalism & Work Ethnic:

Manage Time
Focus on Customer
Be Accountable

Global Fluency :

Respect Diversity
Inclusiveness
Collaborate

Supervisory Responsibility:

This job has no supervisory responsibilities

Compensation Range:

$90,000 to $120,000

Perks & Benefits (U.S. based):

Unlimited PTO
Health and Dental Insurance + HSA options
Pet Insurance
Holiday Paid Time Off (Black Friday and Christmas Week Included)
Matching 401k
100% fully remote
Flexible work hours
$800 office set up fund for new employees
Monthly phone & internet reimbursement
Stock options
Bonus potential

Equal Employment Opportunity (U.S. based):

Measurabl, Inc. provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

#LI-remote

Sales

Remote (East Coast, US)

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