Customer Success Manager

At MacDonald-Miller Facility Solutions (“MacMiller”) we make buildings work better. As the Northwest’s leading mechanical contracting firm, we design, deliver and service HVAC, plumbing and automation system solutions for commercial buildings. With our over 1500 employees across 15 offices, there is a breadth and variety of work to keep you engaged and inspired. 

We enjoy a well-respected history of exceeding our customers’ expectations and executing with distinction. Our clients trust their toughest projects with our integrated teams, including: 

·         New construction – Engineering, fabrication and installation of mechanical systems for new projects following lean construction practices 

·         Special projects – Retrofits and mechanical repairs for existing buildings for new efficiencies 

·         Service - scheduled preventative maintenance ensuring tenant comfort, and 24/7 emergency response 

·         Building performance – Control systems, fault detection, energy services and remote monitoring 

People love to work at MacDonald-Miller, and it’s because we all share the same Core Culture Values:

·         Collaboration – Diverse players, one team, a common vision. Collaboration is our foundation and critical to the success of the company. Every team member is valued and brings a diversity of strengths to help us meet our common vision.

·         Dedication – We are dedicated to personal and professional excellence. We execute with distinction by doing the right thing and following through on our commitments.

·         Safety – Everyone deserves a safe workplace. Safety is more than hardhats and boots, it’s an attitude and the environment we create. Every day, everyone goes home to their families.

·         Community – We are proud to be part of MacDonald-Miller. We actively seek to build relationships and know each other as individuals. Together we create an environment that is welcoming, caring, and trusting.

·         Innovation – We are committed to continuous, creative problem solving. Innovation is how we stay an industry leader. We always strive to challenge and better ourselves.

·         Fun! – Take the work seriously, but never take ourselves too seriously. It’s possible to be both serious professionals and good-natured people you enjoy working with. We strive to be both.

Requirements

Customer Success Manager: This is where you come in

We need a Customer Success Manager to regularly visit specific customers, to improve relationships and spot new opportunities. You'll be the primary contact for these customers, fostering a collaborative partnership. Your main objectives include resolving issues, notably those related to portal access, improving customer satisfaction, and addressing their requirements. Additionally, you will educate clients on our services and provide crucial feedback to our support teams. In return for consistently achieving aggressive goals, you’ll get rewarded with more to own, a ton of growth opportunities, and more freedom than you’ve probably ever had. 

Top deliverables in the first year to be a hero:

• Consult with customers to help set priorities for their HVAC systems and how we can support those
• Convey value that leads to a regular cadence of meetings that ultimately support sales renewals and upselling opportunities for the Account Exec teams
• Communicate and identify the newest services MacDonald-Miller has to offer to our existing customers (ie facility manages, property managers, building owner and business owners)
• Collaborate with sales team to identify and grow opportunities within a building or account
• Ensure our CRM is updated and inconsistent data is reported to appropriate inhouse teams for clarification

The Account Manager role reports to Carly Smith – Senior Customer Success Manager on a collaborative team working on a variety of projects and initiatives to support our growing business. This highly visible role interacts with all levels and functions within the organization.

Your Background: What kind of person will thrive in this role?

You should have…

• Customer service focus above all – you will be the advocate for our customer as much as for MMFS
• Willingness to develop an understanding of HVAC and plumbing systems to explain services to existing clients
• College degree and/or 5+ years of relevant work experience – Past Mechanical experience is a plus but not a requirement
• Solid understanding of customer relationship management software and MS Office & Excel

And everyone you work with should describe you as…

• Highly collaborative with strong communication skills
• Passionate with a can-do attitude
• Self-Motivated with tons of initiative
• A top tier problem solver

And you should be motivated by…

• Aligning your goals with client satisfaction, offering clear KPIs, sharing positive customer impact, and providing growth opportunities.

• Being a key source of knowledge and an integral part of the continued service with our existing client base.
• Empowering yourself to learn how to do something.  If you need a ton of handholding or a micro-manager boss, this is not the place for you
• Working in a lean, results-oriented environment, where you’ll be expected to do more, take on more, and achieve more every year
• Having fun in an environment high on transparency, open to innovative new approaches with a supportive family feel

Benefits

Compensation: Base rate of $75,000-$100,000

MacDonald-Miller Facility Solutions presently provides employee coverage for:

• Medical, dental, vision for employees (coverage available for dependents for shared premium).
• 401k retirement plan including Company matching.
• Vacation and Sick Compensation (PTO), and Holiday Pay!
• Disability income protection including short term and long-term disability.
• Employee and dependent life insurance.
• Wellness Program.
• Employee Assistance Program.

Where you will work

Our Seattle HQ office (17930 International Blvd, SeaTac, WA 98188) has easy access to the SeaTac International Airport, ample secured parking, and newly renovated office facilities - not to mention great views! Neighborhood amenities include an onsite deli, restaurants, and convenient freeway/airport access.

Interested in learning more?

If you’re ready for an adventure and are interested in being considered for this role, click apply to start the conversation! Or if you know someone who currently works at MacDonald-Miller, reach out to them to get introduced to the team

MacDonald-Miller Facility Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.