Customer Success Manager

BGIS; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

BGIS is seeking a Customer Success Manager to lead client interactions and ensure service excellence. The ideal candidate will have significant experience in account management and a strong proficiency in tools like Power BI, focusing on optimizing client satisfaction and operational efficiency. Join a dynamic team in a company committed to diversity and inclusion.

Qualifications

• 5 – 10 years of equivalent work experience.
• Industry experience in IFM or Service Management.
• Excellent client communication and presentation skills.

Responsibilities

• Manage client relationships and oversee service level agreements.
• Analyze and report on client performance metrics.
• Enhance business processes to improve service efficiency.

Skills

Client Management

Reporting

Data Analytics

Negotiation

Communication

Education

University Degree

Tools

Power BI

MS Office

Job description

Who We Are

BGIS SCS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. Further information is available atwww.bgis.com

SUMMARY

The Customer Success Manager acts as the primary contact within the BGIS SCS Team to ensure that all aspects of internal BGIS procedures are prepared in a comprehensive, consistent and thorough manner so they meet all client service level agreements and KPI’s while ensuring that all internal BGIS Team Members are fully aware and have the resources for completion. The incumbent is also the primary representative for day-to-day contact with the client for performance of the contract and in the development of proposals and delivery for potential clients.

KEY DUTIES & RESPONSIBILITIES

Account Management

• Understands clients’ objectives, business drivers and needs in order to optimize the value delivered to the client.
• Schedule and manage all quarterly business reviews (QBR) with Internal Business Unit (IBU) client teams, with specific focus on meeting all service level agreements (SLA).
• Update and generate monthly and quarterly client reports in accordance with established timelines, participate in Monthly and Quarterly Business Reviews.
• Work closely with Regional Directors to ensure adoption of productivity increasing technologies
• Work directly with clients and provide required support to BGIS SCS Regional Directors to ensure all issues including escalations are handled quickly and efficiently.
• Collaborate with internal BGIS Operational Leaders to ensure client KPI’s are being reached and that cleaners are meeting & exceeding client expectations.
• Work with internal BGIS SCS operations and client account teams to Develop and execute plans to drive business growth and maximize profitability
• Streamline and optimize 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.
• Take a pan account view to Implement best practices and continuous improvement initiatives
• Utilize Power BI to create visually compelling and interactive dashboards and reports.

KNOWLEDGE & SKILLS

• University Degree, with 5 – 10 years equivalent work experience in an environment with similar accountabilities.
• Industry experience in IFM, Service Management, Customer Advocacy & Sales or Sales Administration & Management
• Proficiency in Systems both Client & Technical Services operating platforms
• Strong proficiency in Power BI
• Data collection and reporting experience
• Technical & financial business acumen for proposal and report development
• Demonstration experience developing and confidently presenting to clients
• Superior skills MS Office with a focus on Excel & Power Point
• Strong communications skills, both written and verbal
• Negotiation skills
• Limited travel required based on client footprint and needs

At BGIS SCS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR . Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.