About Measurabl

Measurabl has developed the leading ESG (environmental, social, governance) data management solution for commercial real estate—and we're looking forward to doing so much more! Our team is a diverse group of innovators, leaders, and creators who are passionate about the work we do. We believe technology plays a central role in creating a sustainable, equitable world, and we're working to build something that matters.

Overview:

The Customer Success Manager (CSM) - ESGx will report directly to the Director of Global Customer Success and focus on serving users of Measurabl's data products, i.e. various personas within real estate capital markets. This role requires both excellent relationship management skills and interest in/capacity for technical understanding of AI-based models, underlying methodologies, and APIs. The CSM will work closely with Product and Engineering to deliver and troubleshoot on behalf of the customer and with Sales to support customer satisfaction and account growth.

Essential Functions & Responsibilities:

Customer Relationship Management

• Builds and maintains strong relationships with key stakeholders at client organizations, understanding their technical and business requirements
• Onboards ESGx Buildings customers and Diligence customers
• Ensures all customer stakeholders are informed and empowered to fully leverage the value of the products
• Acts as the primary point of contact for customer inquiries and escalations
• Responds to all capital markets support questions within 72 hours (business days)
• Provides monthly usage reports to customers when requested
• Triages customer challenges and provides ad-hoc reports to customers when required
• Ensures alignment of client objectives with Measurabl's product capabilities and roadmap
• Leads Quarterly Business Reviews for all Capital Markets customers

Technical Expertise and Enablement Content Creation

• Develops a deep understanding of Measurabl's capital markets products their applications
• Collaborates with product management and engineering teams to relay client feedback and contribute to product enhancements
• Develops customer trainings on how to interpret data
• Creates FAQ documentation for pre-sales, onboarding, and technical usage stages

Project management

• Owns monthly ESGx Securities file process
• Reviews progress with Engineering Team on daily call
• Elevates any issues/ delays to appropriate teams

Administrative

• Works with Sales and Finance to reconcile payment with contract details in admin UI
• Deactivates non-paying customers
• Resets credentials (key and secret) for any type of app
• Responsible for non-API delivery of flat files

Education & Experience:

• Bachelor's degree in finance, economics, sustainability, or related area; MBA or Master's degree, preferred
• 5+ years of relationship management or customer service within data products, ESG, sustainable finance, and/or financial services
• Experience serving multi-national or global customers
• Knowledge of real estate and/or real estate finance is a plus
• Experience with Planhat, Salesforce, Slack, Confluence/Jira, Microsoft Office Suite, is preferred

Perks & Benefits (U.S. based):

• Unlimited PTO
• Health and Dental Insurance + HSA options
• Pet Insurance
• Holiday Paid Time Off (Black Friday and Christmas Week Included)
• Matching 401k
• 100% fully remote
• Flexible work hours
• $800 office set up fund for new employees
• Monthly phone & internet reimbursement
• Stock options
• Bonus potential

Equal Employment Opportunity (U.S. based):

Measurabl, Inc. provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.