Client Success Specialist - Facilities Management (FM)

Can you relate to customer challenges and effectively increase customer retention and satisfaction while identifying revenue opportunities? As Client Success Specialist working with our FM client base, you will be at the centre of customer interactions ensuring that client retention and satisfaction are maximised.

Key Responsibilities

• Client Retention Strategy: Work with the MRI strategy to address clients at risk of leaving, including understanding their reasons, along with exploring and executing solutions to retain ARR.
• Effectively Resolve Client Escalations: Support client issues and escalations by having proactive customer dialogue, devising action plans to remedy the situation, and ensuring the customer is satisfied once the matter has been concluded, whilst protecting MRI's best interests.
• Client Risk Management: Support AMs to review and update the risk records for clients, ensuring accurate and detailed information is provided.
• Client Communication: Proactively speak to clients to ensure they are happy, build relationships and ensure they are making best use of their solutions.
• Client Attrition Analysis: Analyse and address the reasons behind client attrition, focusing on actionable steps to retain clients.
• Client Feedback: Collect and analyse client feedback to identify and address product, Professional Services and support issues contributing to client dissatisfaction.
• Identify Additional Business Opportunities: Identify additional billable solutions and services that can be provided.
• Generate ARR & Professional Services Revenue: Encourage clients to convert their demand into long term ARR bookings, and services.
• Maximise Client Satisfaction: Manage and support quarterly review meetings with customers, highlighting the benefits of our service, addressing any service/product concerns, and identifying opportunities.
• Customer Satisfaction: Review and action customer satisfaction surveys (rNPS) that can be used to improve our future offerings.
• Signed Permissions Letters: Responsible for getting signed permissions letters returned by the client or host. This will involve liaising with the client/host via email and calls, negotiating payment for power and sometimes engagement with legal to consider red lines on terms and conditions. This part of the role involves a lot of chasing and scheduling as well as research on where is best for us to locate devices and any constraints there may be in the location (i.e. a listed building).

Knowledge, Qualifications and Skills

• Bachelor’s degree in business management or related field; Masters preferred – and/or relevant qualification and/or relevant experience.
• Comprehensive knowledge and deep practical experience of MRI’s solutions, the market, and clients is essential.
• Proven ability and record of resolving client challenges and identifying service and software opportunities.
• 5+ years’ experience managing client escalation and retention challenges.
• 5+ years’ client relationship and mediation experience.
• Demonstrated ability to take concrete actions to deliver and inspire.
• Polished skills in communication, mediation, planning, and cross team collaboration.
• Excellent documentation and presentation skills.
• Collaborator with Problem Solving, ‘Can-do’ Mindset and a client centric focus.
• Willing to travel to client sites.

Benefits

• Office breakfasts, quarterly lunches & virtual social events.
• Health Insurance Scheme.
• Personal Pension plan.
• Parental Leave benefit.
• 25 days annual leave plus Public Holidays, and 16 hours “Flex Time Off”.
• Tuition Reimbursement Schemes.
• Flexibility to work from anywhere in the world for two weeks out of the year.

We’re obsessed with making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy. We know the confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply — we’d love to hear from you!

About MRI Software

From the day we opened our doors, MRI Software has built flexible, game‑changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Exceptional people make it possible; people like you! Our people‑first approach to PropTech is defining a new industry standard for client experiences that can’t be duplicated. We believe MRI is more than just a workplace; it’s a connected community that cares. We are committed to being an inclusive employer, welcoming and celebrating diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status. We believe diversity, equality and inclusion are values that are critical to our success.