Customer Success Manager - Toronto, Canada
View, Inc. (NASDAQ: VIEW) is on a mission to transform buildings to improve human health and address climate change.
We started by revitalizing something that hasn’t changed for centuries—the everyday window—and in so doing, built the technology foundation for responsive buildings that are more experiential, more human-centric, and more energy-efficient.
View Smart Windows use artificial intelligence to automatically adjust in response to the sun, eliminating the need for blinds to increase access to natural light and views, while improving thermal comfort. They also transform into transparent displays for remote collaboration, internet browsing and more—and come with a cloud-connected smart building platform that can easily be extended to improve indoor cellular coverage, enhance building security, and completely reimagine the occupant experience.
The impact of our products is profound. View buildings are 20% more energy-efficient, and research has shown that employees working next to View Smart Windows experience half as many headaches, enjoy 37 more minutes of sleep per night, and are significantly more productive. Companies around the world—including Google, Netflix, Uber, Walmart, Stanford Health Care, and countless others—have already designed our products into 75M square feet of buildings. And we are just getting started!
OUR CULTURE AND VALUES
We are committed to our culture. We actively use our culture in how we conduct business.
- Safety First
- Customer Obsession
- Drive for Excellence
- Always Learn
- Communicate Directly
- Succeed as a Team
POSITION SUMMARY
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 a 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
ESSENTIAL RESPONSIBILITIES
- 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 the value proposition
- Be the Voice of the Customer (VOC) internally at View
- Bring learning from the customer base and work with the 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
- Excellent communication skills and ability to listen to details attentively
- Excellent people skills to interact with customers and cross-functional teams
- Powerful Writing
- 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
- 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
- Building Management
- Knowledge of USGBC LEED Rating System
- Travel 40-50% of the time at customer sites
EDUCATION
B/A Architecture / Building Science / Engineering, or construction consulting industry
This position is an entry-level position & new college graduates are encouraged to apply
View, Inc. is an equal opportunity employer