Building Performance Standards Customer Success Manager

Overview

Conservice provides an intelligent, comprehensive, and intuitive technology platform for ESG (Environmental, Social, Governance) management. We help organizations develop and implement ESG initiatives that provide an imperative to attract and retain capital, accelerate sustainable and responsible growth, and mitigate enterprise risk.

Building Performance Standards (BPS) are locally mandated policies aimed at reducing the carbon impact of the built environment. These policies set energy and/or GHG performance targets that must be met in order to avoid incurring significant fines. Conservice offers a service that supports our Real Estate clients’ BPS tracking, decision making, and reporting needs.

Conservice is looking for a Building Performance Standards (BPS) Customer Success Manager to join our BPS team. The BPS Customer Success Manager will work in the Sustainability Solutions Customer Experience department of Conservice and report to the BPS Manager. The BPS Customer Success Manager will lead customers through their BPS compliance journey starting with onboarding and ending with the successful submission of compliance documents.

The BPS Customer Success Manager will be responsible for keeping clients updated on regulations, compliance deadlines, and compliance options. The BPS Customer Success Manager will work with the client’s team to obtain required documents such as building plans and energy audit reports. The BPS Customer Success Manager will be responsible for ensuring all required forms and documents are submitted successfully. The BPS Customer Success Manager will meet with clients on a recurring basis to keep them informed of portfolio status and risks while helping our clients, and our clients’ clients, make informed BPS decisions.

The BPS Customer Success Manager will leverage streamlined processes, structured problem-solving techniques, and data management principles to drive customer value. The BPS Customer Success Manager will work closely with ESG Customer Success Managers and ESG Account Managers to keep Conservice ESG’s services aligned and integrated to ensure customer success.

Key Responsibilities

Customer Value Creation: When a client engages BPS service, the BPS Customer Success Manager will work directly with our client’s team to introduce them to our BPS service and get their properties onboarded to the Goby BPS platform.

Customer Management: Once customers are established on the platform, the BPS Customer Success Manager will own the customer’s BPS relationship and be responsible for ensuring the customer sees the value and competitive advantage in choosing Conservice over competing offerings. The BPS Customer Success Manager shall know the boundaries of our contracted scope, keep service delivery aligned to the boundaries, and work with our sales team so that they can offer client-valued expanded services. Success requires strong business acumen, problem-solving skills, and relationship-building ability.

• BPS Single Point of Contact for property management companies, ownership groups, account managers and within Conservice
• Ensure all properties are attended to promptly and deliverables are met within established timelines
• Anticipate client needs, resolve without additional resources if possible, and communicate to BPS Manager when additional resources are needed to meet client expectations and contracted work scope.

BPS Subject Matter Expert: The BPS Customer Success Manager will be an expert in the regulations, timelines, options, and reporting requirements of each jurisdiction that the BPS Customer Success Manager’s customers have properties located in.

Internal Enablement: In addition to working directly with customers, the BPS Customer Success Manager will work with internal teams to improve our products and services to drive growth. The BPS Customer Success Manager’s specific duties include:

• Understand the ESG products Conservice offers and know how they work together with the BPS service.
• Work with ESG Account Managers, Customer Success Managers, Squad Leaders, reporting specialists, setup specialists and others to resolve issues, handle escalations and complete work packages.
• Develop effective actions and guidelines that enable process improvements
• Other duties as assigned.

Qualifications

Skills

• Leadership: Demonstrate initiative and an ownership mindset by identifying and initiating value-add opportunities, both internally and externally
• Problem Solving: Leverage strategic thinking and focus on root causes to constructively solve problems
• Effective Communication: Exhibit the ability to set and manage client's expectations, along with the ability to communicate comprehensively and cohesively in written and verbal form
• Operational Understanding: Meet client needs through a strong grasp of processes, technology, and objective use of data
• Teamwork: Collaborate effectively with management and peers.