Duties and Essential Job Functions

• Develop and maintain key relationships with customers to ensure their tactical and strategic needs are being addressed by Trakref.
• Manage a book of business (BoB) with current customers to ensure they are seeing value from the Trakref solution and services.
• Proactive Customer Health Monitoring resulting in Risk Mitigation Plans or Success Plans.
• Identify upsell opportunities to drive NRR and partner with Sales to execute expansions.
• Maximize the uplift on renewals either independently or partnering with sales.
• Effectively present demo’s for the TR Solution to support upsell opportunities.
• Work cross-functionally to project manage IT driven engagements such as: integrations, migrations, and version upgrades.
• Deliver one-off and planned training sessions with customers.
• Help the customer with standard configuration and support their ongoing reporting needs.
• Act as the liaison between the customer and product being that voice of the customer internally within Trakref.
• Communicate with Customers both 1:1 and 1:N on releases
• Ensure that SLAs and activities associated with BOSS are being executed in alignment with the Customer’s agreement.
• Manage operational activities associated with the account including updating customer data, contacts, and agreements in TR and SFDC.

Competencies

Ability to Multitask: Proven ability to manage multiple issues and/or projects successfully bringing them all to resolution in a timely manner.

Problem Solving: Anticipates problems, recognizes, and accurately evaluates the signs of a problem and analyzes current procedures for possible improvements.

Customer Service: Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction. Respects all internal and external customers and uses a team approach when dealing with customers in order to exceed customer expectations. Detail

Orientation: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Qualifications

• Associate or bachelor’s degree in Business, Marketing, or related field or equivalent experience.
• A minimum of 1-3 years as a CSM successfully supporting enterprise software, preferably within facilities management, SaaS, or related industries.
• Excellent verbal and written communication skills, including the ability to deliver compelling presentations and proposals.
• Ability to network and build trust both internally and externally.
• Comfortable working in a fast-paced, dynamic startup environment with the ability to quickly adapt to changes.
• Ability to travel 20% of the time as business dictates.
• BONUS: Experience with understanding how value is measured in Facilities Management SaaS environments
• BONUS:  Skilled at using a CRM system and project management tools such as Salesforce and Clickup to summarize customer interactions and build renewal quotes
• BONUS:  Familiarity with workflow and business processes associated with Facilities Management organizations is a plus

How to Apply

Send your resume to hr@fexa.io and put the job title in the subject line