Make your next move an expert one.
At Colliers it's not our success that sets us apart, it's how we achieve it. Our people are passionate, take ownership and always do what's right for our clients, people and communities.
Why Colliers?
Our enterprising environment needs your expertise to facilitate Colliers' continued growth as an industry leader. Our nimble, decentralized culture can provide you with a wealth of opportunities to learn about our business and quickly gain experience to accelerate your career.
About you
The Director of Customer Success will report to the Senior VP, Technology and Innovation and aid the business by taking full advantage of new and existing products, drive adoption by influencing product enhancements, manage and sustain relationships with regional and national stakeholders with a strong drive for successful results. They will set the overall vision and strategic plan for onboarding and continued support for users on national Commercial Real Estate applications and platforms, and will be responsible for tracking key adoption metrics on each of these tools. In addition, the Director of Customer Success will lead the efforts in building out a knowledge base to further educate Colliers professionals on the applications they use.
Key to success of this role is collaboration with the product development team. The Director of Customer Success will be responsible for being the voice of the user when advocating for new product initiatives. Strong organization and communication skills are imperative in this role.
This is a Remote/Work From Home working arrangement based out of Florida, USA.
In this role, you will…
Streamline the training and support process across multiple applications
Implement a repeatable and sustainable onboarding process
Enhance existing training materials to provide additional support and education for user base
Work closely with the product development team, making sure the voice of the customer is heard when product strategy is established
Work with product owners to manage expectations and timelines for product enhancements. Work with product owners to disseminate details of completed enhancements to user base
Build and manage customer success team. Get the most out of direct reports
Have a good understanding of the commercial real estate industry, and be able to speak to best practices for each user's workflow
Ensure users are getting true value out of each supported application
Set adoption goals and track key metrics for each supported application
Act as the "voice" of technology within Colliers by assisting in internal marketing/communication efforts, leading platform presentations, communicating user success stories, etc.
What you'll bring
5+ years' experience in the customer success field
Bachelors degree required
Experience with Salesforce or similar CRM
Ability to set and track adoption metrics using analytics tools. Leadership qualities and the ability to influence and motivate
Prior experience in managing individuals or teams to optimal performance
Ability to manage multiple, multi-layered projects, prioritise, and manage stakeholder expectations.
Ability to perform in a fast-paced environment and build relationships at all levels of the business
Flexibility of working hours, ability to commence early or work back if necessary
Bonus
Commercial Real Estate industry experience
Pursuant to the laws regarding job postings where the position is located in, Colliers is disclosing the following information:
Area/Location Specific: Florida, USA
Approximate Salary Range for this Role: $101,850 to $210,600
Our hourly ranges are determined by role, level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
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Make your next move an expert one and
join us
as we lead the industry into the future.
Direct applicants only please, no agencies.
Colliers provides equal employment opportunity to all persons. No employee or applicant for employment will be discriminated against because of race, creed, origin, marital status, sexual orientation, age, otherwise qualified disabled or veteran status or any other characteristic protected by law. If you are a qualified applicant who requires reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, please contact
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