Member Success Manager

The Member Success Manager (MSM) position serves as the primary point of contact for service members within their assigned region. The MSM is responsible for ensuring the successful deployment, growth, and retention of the membership in their territory and supports our member network of Service Companies across their assigned region. The position requires an individual with an abundance of ethics, confidence, logic, and knowledge to assist, educate, and recommend the correct Building Reports services and best practices to all levels of a Member Company - from field and administration staff up to Executive Management in addition to their existing and prospective customers.

Additionally, the position requires excellent and proactive planning and organization skills as the Success Manager works independently and must create, manage, and administer their own schedule of visits.

ESSENTIAL FUNCTIONS

• Consult - with members on Building Reports technology & best practice procedures.
• Demonstrate - in-person and online to members' staff and existing or prospective customers.
• Exhibit - attend regional and national trade shows & conferences.
• Improvements - introduce and demonstrate new and upgraded services.
• Liaison - main point of contact for Service Members within region

Essential Duties and Responsibilities:

• Assist - members' sales staff on calls to existing & prospective customers.
• Attend - local & internal trade shows/forums/lunch & learns with members.
• Contacts - maintain mailing lists and internal systems contacts.
• Feedback - provide member feedback directly to management team.
• Knowledge - understanding of all Service Companies in region, in and out of network.
• Manage - member conflicts.
• Marketing - provide tools and assistance.
• Officials - assist members to provide for all local, regional, and national requirements.
• Organizations - speak and demonstrate to local & regional chapters.
• Partnerships - assist network members with partners for local, regional, and national accounts
• Sales - provide sales and reselling tools and training.
• Travel - be “in region” approximately 3 weeks per month.

NOTE:

This position is full-time and salaried. The employee must adhere to an approved schedule within the company's business hours of 8am to 5pm EST. Flexibility may be necessary to accommodate employees in different time zones. Workdays are Monday through Friday. Remote work is allowed.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

POSITION QUALIFICATIONS

Experience: 3+ years prior B2B sales experience with channel sales, account management, or customer success experience preferred

Preferred but not required:

• A bachelor’s degree or equivalent
• Experience with in the fire & life safety industry.
• Experience with Building Reports technology.
• Experience in Account Management/Customer Success in the SaaS industry

SKILLS & ABILITIES

• Exceptional verbal & written communication skills.
• Outstanding interpersonal and customer service capabilities.
• Superior organizational skills
• Robust analytical and problem-solving aptitude.
• Proficiency in navigating high-paced and occasionally stressful environments effectively.
• Proficient in using Salesforce or equivalent software.

PHYSICAL DEMANDS

Extended periods of sitting at a desk while working on a computer, with the ability to lift up to 15 pounds when necessary.

C (Constantly) Position requires this activity more than 66% of the time. (5.5+ hrs/day)

Ability to stand for up to 6 hours when attending conferences and trade shows.

O (Occasionally) Position requires this activity up to 33% of the…