About CREF

CREF (Corporate Real Estate & Facilities) is a fully integrated global corporate real estate & facilities management firm that manages all aspects of institutional real estate and facilities.

CREF was formed with one single objective - to help organizations more efficiently and productively manage their real estate assets. Realizing the regulatory and management complexity of overseeing diverse real estate portfolios, CREF has attracted a team of over 150 leading real estate professionals who specialize in all aspects of real estate and facilities management.

Relying on decades of institutional knowledge, we have developed proprietary web-based technologies to provide our clients with up to the minute assessments of what is happening in their real estate portfolio, avoid surprises and maximize the value of their real estate assets.

With operations in nine states, three countries, $10 billion in asset management representing forty million square feet, CREF is the undisputed leader in institutional real estate asset management.

About iCREF

iCREF is a fully integrated global corporate real estate & facilities management software suite that manages all aspects of corporate facilities and property projects while increasing the quality of the organizations, reducing costs, achieving business goals, and offering easy-to-understand real-time access to quantifiable data.

Customer Success Specialist

We are seeking a customer success specialist to join our team and help ensure that clients receive the highest level of customer service. The ideal candidate is passionate about customer success, is a great communicator and has talent for building strong relationships. The candidate will be the primary point of contact for clients, addressing their concerns and proactively working to resolve issues in a timely, courteous and effective manner. Additionally, the person in this role will collaborate with other departments within the company to develop strategies that will enhance the client experience and promote long-term satisfaction.

Core Responsibilities

• Serve as primary point of contact for clients, addressing their inquiries and concerns via phone and email.
• Develop a deep understanding of the iCREF platform, staying up to date with new features, updates, and the product roadmap in order to answer client questions and provide technical support when necessary.
• Monitor client accounts and provide guidance on how to best utilize our products and services to achieve their desired outcomes.
• Conduct Quarterly Business Reviews (QBRs) in person and virtually with clients to go over system usage, provide key insights into their data, and promote a long-term partnership with each client.
• Collaborate with internal teams such as sales, product and support to ensure that our clients receive the best possible experience.
• Identify and escalate issues to appropriate operations team leads within the company to ensure timely resolution.
• Collect client feedback and work to implement changes that will address their needs and concerns.
• Collaborate with Customer Success Team to target client needs, promote knowledgebase in customer and maintain standards.
• Document customer contact, using the Customer Success Team's tracking system. Escalate unresolved customer issues with all pertinent information to the appropriate resource (technical and non-technical).
• Work collaboratively and effectively with teammates and across teams
• Maintain a positive and constructive attitude in the workplace, including presenting challenges in a positive manner, offering constructive approaches to overcoming difficulties and treating all individuals with respect.
• Prioritize work balancing importance from customer perspective and operational efficiency.

Essential Skills and Experience

• Bachelor’s Degree in data management, business administration, marketing or related field.
• Minimum 3 years of relevant experience in client relations, customer service or related field.
• Experience with software systems strongly preferred.
• Excellent client service experience with strong technical aptitude required.
• Bilingual (Spanish/English) strongly preferred.
• Detail oriented with excellent organization skills.
• Ability to work independently as well as part of a team.

Reporting Structure

Customer Success Manager

Work Location

Boston, MA, Dallas, TX, Fort Lauderdale, FL, or Washington, DC (hybrid/remote)

Travel

Limited travel (up to 25%). Quarterly team building, business reviews and occasional on-site visits.

Why CREF?

CREF is committed to finding the best talent to support our growth. Our success is rooted in our commitment to remain the leader in health care real estate asset management through our dedication to continuous improvement, engaging our people, and delivering on our promise to help health care institutions more efficiently and productively manage their real estate assets.

At CREF, we want our employees to have a peace of mind when caring for themselves and their families. We offer a competitive salary, generous benefits package, and the opportunity to work on a growing and innovative team.

CREF is an equal opportunity employer. If you require accommodation due to a disability in order to complete the application process, please contact Human Resources at 508-562-4181 or submit a request in writing to jchace@cref.com. All applicants will be considered for employment without attention to race, age, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, parental and marital status, genetic information, disability or protected veteran status.

Our Commitment to Diversity, Equity, & Inclusion: CREF is committed to creating a dynamic work environment that values diversity and inclusion and represents employees across a variety of skill sets. We are dedicated to the standard of equal employment opportunity for all employees and to creating and maintaining a workplace free of discrimination and harassment.

CREF is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.