Senior Customer Success Manager, Visual Lease
Senior Customer Success Manager, Visual Lease
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Job Description
Job Description
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information analytics and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100 CoStar Group is on a mission to digitize the worlds real estate empowering all people to discover properties insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 35 years giving us the perspective to create truly unique and valuable offerings to our Clients. Weve continually refined transformed and perfected our approach to our business creating a language that has become standard in our industry for our Clients and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our Clients our employees and investors. By equipping the brightest minds with the best resources available we provide an invaluable edge in real estate.
Visual Lease
As the centralized system of record for all lease-related financial operational and legal data Visual Lease a CoStar Group company is purpose-built to support every team involved in managing a companys leased and owned assets. Informed by nearly three decades of experience our platform integrates lease management lease accounting and sustainability reporting enabling organizations to save time mitigate risks reduce costs and support sustainability initiatives. Our award-winning software is used by 1500 organizations to manage more than 1 million real estate equipment and other leased asset records globally.
Job Description
Visual Lease is seeking an experienced Customer Success Manager (CSM) to be a key partner that nurtures relationships proactively with our customers after they are onboarded onto our platform. The ideal candidate will strive to increase platform adoption and engagement with Visual Lease to increase the long-term customer lifetime value.
This position will be full-time in the office and will be based in New Jersey or Atlanta.
What will you do
Ensure that customers derive maximum value from their investment in Visual Lease monitor effective utilization of all licensed modules identify new opportunities and collaborate with other VL stakeholder teams to ensure adoption and a successful renewal.
Maintain project management tool to account for all project related items (project plans deliverables tracking time tracking etc.) and update Salesforce to reflect client related notes tasks and events to assure accurate department reporting
Provide training per SOW or scoped engagement
Take the lead on larger and more complex accounts
Support expansion renewal opportunities; understand what the business outcomes are for each named customer (Mid Market / Enterprise)
Build and maintain strong internal networks across the business
Partner with Account Management team on overall customer retention strategy; Mitigate renewal risk
Deliver customer platform reviews based on schedule cadence per business segment
Communicate phases of the implementation with Clients and internal teams using VL Implementation Methodology
Provide pre-sales support with collaboration calls or other project scoping activities
Develop and host training for broader teams within Client Services
Ability to perform projects for Alliance Partner Implementation Certification
Ability to host and moderate marketing led initiatives (webinars etc.)
Remain up to date on product features and developed use cases to drive customers to best practice adoption
Solicit participation for customer surveys (CSAT & NPS) and other advisory activities
Identify business maturity level for assigned accounts; determine strategy for advancement to the next stage
Gather business requirements for clients integration strategy and propose new ideas for further platform adoption
When applicable support clients data abstraction/import strategy
Configure/implement Visual Lease platform including modules supporting lease fields financial categories users and security levels access requirements and system administration
Identify and manage risks related to project timelines when applicable
Identify and manage retention risks
Set customer up for success so they are self sustained post-implementation
Collect customer feedback and stories and close feedback loops
Mentor more junior members of the team on best practices
Basic Qualifications
Bachelors degree from an accredited not-for-profit University or College
Proven track record of commitment and success in previous roles.
5years related experience interacting directly with customers and resolving customer concerns or challenges
Strong knowledge of commercial real estate management and/or lease accounting preferred
Must be a strong collaborative team player
Experience fluency and the ability to quickly learn software solutions
Professional positive and nurturing attitude with all clients
Willingness to travel to clients for onsite onboarding and trainings (approximately 5-10% travel)
Ability to organize and manage multiple and competing priorities
Excellent written and verbal communication skills
Be able to adjust your communication style to assist customer on various levels of technical understanding and internally with different levels of leadership
Patience positive attitude and strong relationship-building skills
Independent and quick learner with the ability to grasp new concepts (especially relating to constantly changing accounting rules effecting our product and client base) and decipher consequences
Project Management Certification preferred
Whats in it for you
When you join CoStar Group youll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training tuition reimbursement and an inter-office exchange program.
Our benefits package includes (but is not limited to):
Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
Life legal and supplementary insurance
Virtual and in person mental health counseling services for individuals and family
Commuter and parking benefits
401(K) retirement plan with matching contributions
Employee stock purchase plan
Paid time off
Tuition reimbursement
On-site fitness center and/or reimbursed fitness center membership costs (location dependent)
Access to CoStar Groups Diversity Equity & Inclusion Employee Resource Groups
Complimentary gourmet coffee tea hot chocolate fresh fruit and other healthy snacks
We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply.However please note that CoStar Group is not able to provide visa sponsorship for this position.
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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
Required Experience:
Manager
Employment Type
Full-Time
