CBRE Senior Program Manager - Host Digital - Remote in Salem, Oregon
Senior Program Manager - Host Digital - Remote
US, USA, United States
7 additional locations
Denver, Colorado, United StatesChicago, Illinois, United StatesSeattle, Washington, United StatesTampa, Florida, United StatesNew York, New York, United StatesDallas, Texas, United StatesCharlotte, North Carolina, United States
Requisition # 20025167
Post Date Oct 28, 2020
Hi, we’re Host!
We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen.
As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.
With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it’s ever been.
The Sr Program Manager - Host Technology supports our key client and the Host Platform Team in deploying CBRE’s proprietary employee workplace productivity app. This role is the primary client content and is responsible for overall success of the workplace productivity app, ensuring a strong partnership between the client, account and platform.
Additionally, the Sr. Program Manager will lead a small account dedicated team supporting the CMMS and technology analytics.
We are looking for someone well versed in supporting B2B2E SaaS products who is passionate about customer service and engagement. This individual will have proven experience in technology customer success roles serving large-scale deployments (preferably to Fortune 1000 companies) in a fast paced, highly cross functional environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Support the implementation, adoption, and expansion of the workplace application.
Strategically develop ideation on driving downloads and active use of the Host app, reduce churn, and increase customer satisfaction.
Engage in a hands-on way with customers (large occupiers & landlords) and dedicated CBRE teams (a.k.a our internal clients) including: Experience and Facilities Management teams; Property Management teams to develop and implement customer success strategies.
Align with Host’s Hospitality team (Host Concierge professionals actually in the buildings) to ensure an integrated approach to delivering technology and hospitality services.
Work with the Managing Director of Customer Success measure and report on key metrics and objectives.
Partner with the Product team to ensure customer feedback is appropriately represented in the product roadmap.
Align with the Sales team around client retention, cross-selling and up-selling opportunities.
Acts as liaison between Host Platform Team, Account Team, and Client Stakeholders.
Leads program strategy with an emphasis on meeting KPI’s, identifying long term initiatives, and ongoing integration opportunities.
Oversee the CMMS (Computerized Maintenance Management System) Administrator and related activities where ServiceInsight has been deployed. The CMMS Administrator manages performance metrics in accordance with account KPI's (Key Performance Indicators). The CMMS Administrator will be responsible for the CMMS technology, data integrity, and the applications support, evaluation, and training.
Oversee the Business Analyst who is responsible for the managing of business analytic processes and strategies such as: data integration, operational reporting, ad-hoc analysis, dashboards and data mining exercises. The Business Analyst is responsible for ensuring the portfolio data is maintained for all systems and ensuring data standards are maintained and controlled. The outputs of the data must be robust and cohesive to meet the contractual agreements for reporting account metrics. This Business Analytics role will define, implement and constantly review change management processes necessary to effectively manage data integrity.
Executes key client and platform support initiatives including troubleshooting and appropriate escalations.
Facilitates meetings to review active and pending projects (project pipeline). Collaborates with core team to develop solutions and lead project team(s) through implementation and completion.
Other duties may be assigned.
Provides formal supervision to individual employees within single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination. Effectively recommends same for direct reports to next level management for review and approval. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
Bachelor's degree (BA/BS) from 4-year college or university.
Minimum six years of related experience. Experience managing enterprise SaaS customers preferred.
Prior Supervisory experience preferred.
CERTIFICATES and/or LICENSES
Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.
Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.
OTHER SKILLS and ABILITIES
Strong process skills, negotiating, decision-making and analytical skills are necessary. Demonstrated ability in project management processes, tools and techniques.
Ability to build and maintain effective professional/client relationships.
Intermediate skills with Microsoft Office Suite including MS Project.
SCOPE OF RESPONSIBILITY
Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause long-term impact to co-workers, supervisor, department and/or line of business.
US Company Profile
About CBRE Group, Inc.
CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Los Angeles, is the world’s largest commercial real estate services and investment firm (based on 2019 revenue). The company has more than 100,000 employees (excluding affiliates) and serves real estate investors and occupiers through more than 530 offices (excluding affiliates) worldwide. CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services. Please visit our website at www.cbre.com.
CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)
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