13 Oct
Customer success manager - F/M/X
London
? Our Mission:
To place the best of human and technology at the heart of building maintenance. By combining the expertise of engineers in the field with the agility of technology, we aspire to be a major player in facilitating economic, digital, environmental, and social transitions for the better, particularly with the advent of smart buildings.
We are convinced that combining technology and innovation to enhance technical professions will be successful by granting autonomy, time, and recognition to engineers—the true experts in the field—and is essential for successful performance. This is why we develop hardware and software solutions to provide real-time, reliable, and comprehensive data to optimize building management.
Everything in the company is built around its values: Care, Grit, and Uniqueness. We apply them daily within our teams and with our clients and partners.
WeMaintain's mission is to drive the transformation of building operations with our unique end-to-end platform. Join our dynamic and energetic team as we shape the future of maintenance.
? Why Join Us?
At WeMaintain, we are committed to embodying each of our values in our daily work:
- Care, in every interaction with our clients and colleagues.
- Grit, in our determination to always go above and beyond and deliver superior quality products.
- Uniqueness, in our goal to always enable everyone to feel comfortable expressing their opinions and testing their ideas to transform our industry.
Join our team and help shape the future of maintenance while working in a supportive and collaborative environment.
If you are ready to make an impact and drive change in a growing company, we would love to get to know you.
Join us at WeMaintain and be part of our journey to revolutionize the industry!
?? Who Are We Looking For?
We are seeking a Customer Success Manager (CSM) who thrives in managing customer relationships and overseeing field operations. This role is perfect for someone with strong organisational skills, a proactive approach, and excellent communication abilities.
? What Will Your Future Role Be?
Onboarding of new customer contracts:
- Manage the onboarding process via email, manage access to the site, prepare quotations, monitor inspection reports, and occasionally visit sites
- Ensure smooth onboarding of new customer contracts, addressing all initial requirements
Ongoing operation:
- Respond to customer requests via email or telephone
- Issue and follow up on quotations
- Follow up on breakdown lifts and manage the closure of insurance defects
- Attend customer meetings alongside the dedicated sales representative
Management of urgent jobs:
- Oversee shutdown units and ensure customers are regularly updated on progress
Customer relations:
- Participate in customer meetings with the sales representative
- Foster strong, positive relationships with customers to enhance satisfaction and retention
Manage field engineers:
- Oversee field engineers through weekly one-to-one meetings, ensuring they have the resources needed to perform their jobs effectively
- Manage and support field engineers by communicating with technical experts and the spare parts department to resolve technical issues and order specific parts
- Follow up on works to understand the completed tasks
Continuous improvement:
- Participate in workgroups with other departments (Sales, Finance, Product, etc.) to improve tools, processes, and the customer experience
? You Are the Right Person for Us If:
- You have a background in customer service or operations with a focus on customer relations
- You possess excellent organisational and multitasking skills
- You have strong communication abilities and can manage customer expectations effectively
- You are proactive and can manage urgent jobs efficiently
- You are capable of overseeing and supporting a team of field engineers
- You know how to work as part of a team and support your colleagues
- You are open to continuous improvement and can contribute to enhancing our processes and customer experience
✏️ How to Apply?
At WeMaintain, we firmly believe that a cover letter is much more than a mere required document in an application. It is your chance to show us who you are beyond your CV. Your cover letter allows us to understand what motivates you, why you want to join our team, and how you can contribute to our success. You can include any relevant experiences or projects related to your application. It lets us discover your personality, your values, and explains why you want to pursue this profession.
Every application is read attentively, and your cover letter will make a difference by allowing us to get to know you better and understand what you can bring to our company.
So take the time to write a letter that truly represents you and shows us why you are the ideal candidate for this position!
Our culture is based on trust, autonomy, and flexibility. We value diversity and inclusivity and believe that having a team where everyone can be authentic is essential. We encourage people from all backgrounds to apply and join our team.
? Recruitment Process:
1. Phone interview with Summer - 30 minutes
▶️ Customer success manager - F/M/X
🖊️ Customer success manager - F/M/X
📍 London