Senior Customer Success Manager, Visual Lease

Job Description

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.  Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.  

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our Clients .   We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our Clients , and even our competitors.  We continue that effort today and are always working to improve and drive innovation.  This is how we deliver for our Clients , our employees, and investors.  By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.  

Visual Lease

As the centralized system of record for all lease-related financial, operational, and legal data, Visual Lease, a CoStar Group company, is purpose-built to support every team involved in managing a company’s leased and owned assets. Informed by nearly three decades of experience, our platform integrates lease management, lease accounting, and sustainability reporting, enabling organizations to save time, mitigate risks, reduce costs, and support sustainability initiatives. Our award-winning software is used by 1,500+ organizations to manage more than 1 million real estate, equipment, and other leased asset records globally.

Job Description

Visual Lease is seeking an experienced Customer Success Manager (CSM) to be a key partner that nurtures relationships proactively with our customers after they are onboarded onto our platform. The ideal candidate will strive to increase platform adoption and engagement with Visual Lease to increase the long-term customer lifetime value .

This position will be full-time in the office and will be based in New Jersey or Atlanta .

What will you do ?

• Ensure that customers derive maximum value from their investment in Visual Lease, monitor effective utilization of all licensed modules, identify new opportunities, and collaborate with other VL stakeholder teams to ensure adoption and a successful renewal.

• Maintain project management tool to account for all project related items (project plans, deliverables tracking, time tracking, etc.) and update Salesforce to reflect client related notes, tasks, and events to assure accurate department reporting

• Provide training per SOW or scoped engagement

• Take the lead on larger and more complex accounts

• Support expansion, renewal opportunities; understand what the business outcomes are for each named customer ( Mid Market / Enterprise)

• Build and maintain strong internal networks across the business

• Partner with Account Management team on overall customer retention strategy; Mitigate renewal risk

• Deliver customer platform reviews based on schedule cadence per business segment

• Communicate phases of the implementation with Clients and internal teams using VL Implementation Methodology

• Provide pre-sales support with collaboration calls or other project scoping activities

• Develop and host training for broader teams within Client Services

• Ability to perform projects for Alliance Partner Implementation Certification

• Ability to host and moderate marketing led initiatives (webinars, etc.)

• Remain up to date on product features and developed use cases to drive customers to best practice adoption

• Solicit participation for customer surveys (CSAT & NPS) and other advisory activities

• Identify business maturity level for assigned accounts; determine strategy for advancement to the next stage

• Gather business requirements for client's integration strategy, and propose new ideas for further platform adoption

• When applicable, support client's data abstraction/import strategy

• Configure/implement Visual Lease platform, including modules, supporting lease fields, financial categories, users and security levels, access requirements and system administration

• Identify and manage risks related to project timelines when applicable

• Identify and manage retention risks

• Set customer up for success so they are self sustained post-implementation

• Collect customer feedback and stories and close feedback loops

• Mentor more junior members of the team on best practices

Basic Qualifications

• Bachelor’s degree required from an accredited, not-for-profit University or College

• Proven track record of commitment and success in previous roles.

• 5+ years related experience interacting directly with customers and resolving customer concerns or challenges

• Strong knowledge of commercial real estate management and/or lease accounting preferred

• Must be a strong, collaborative team player

• Experience, fluency and the ability to quickly learn software solutions

• Professional, positive, and nurturing attitude with all clients

• Willingness to travel to clients for onsite onboarding and trainings ( approximately 5-10% travel)

• Ability to organize and manage multiple and competing priorities

• Excellent written and verbal communication skills

• Be able to adjust your communication style to assist customer on various levels of technical understanding and internally with different levels of leadership

• Patience, positive attitude and strong relationship-building skills

• Independent and quick learner with the ability to grasp new concepts (especially relating to constantly changing accounting rules effecting our product and client base), and decipher consequences

• Project Management Certification preferred

What’s in it for you? 
When you join CoStar Group, you’ll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed. We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program.  

Our benefits package includes (but is not limited to):  

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug  

• Life, legal, and supplementary insurance  

• Virtual and in person mental health counseling services for individuals and family  

• Commuter and parking benefits  

• 401(K) retirement plan with matching contributions  

• Employee stock purchase plan  

• Paid time off  

• Tuition reimbursement  

• On-site fitness center and/or reimbursed fitness center membership costs (location dependent) 

• Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups  

• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks 

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply.  However, please note that CoStar Group is not able to provide visa sponsorship for this position.

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing