What are the responsibilities and job description for the Customer Success Manager position at MacDonald-Miller?

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 one thousand employees across 10 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 install 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 taking ourselves too seriously. It's possible to be both serious professionals and good-natured people you enjoy working with. We strive to be both.

Customer Success Manager : This is where you come in

We're looking for a Customer Success Manager to build strong, lasting relationships with key customers through regular visits and proactive engagement. In this role, you'll serve as their primary point of contact, ensuring a seamless and collaborative partnership. Your key responsibilities will include resolving issues-particularly those related to portal access-enhancing customer satisfaction, and addressing evolving needs. Additionally, you'll educate clients on our services while providing valuable feedback to our internal teams.

In return for consistently delivering results and driving customer success, you'll gain greater ownership, abundant growth opportunities, and a level of autonomy unlike anything you've experienced before.

Top deliverables in the first year to be a hero :

Customer Consultation : Guide customers in setting priorities for their HVAC systems while identifying opportunities for MacDonald-Miller to provide support.

Value-Driven Engagement : Establish a regular cadence of meetings that strengthen relationships and drive sales renewals and upselling opportunities for the Account Executive team.

Service Promotion : Educate existing customers-including facility managers, property managers, building owners, and business owners-on MacDonald-Miller's latest service offerings.

Strategic Collaboration : Work closely with the sales team to identify and expand opportunities within buildings and accounts.

CRM Accuracy & Data Integrity : Keep CRM records up to date, ensuring consistency and reporting any discrepancies to internal teams for resolution.

The Customer Success Manager reports to Carly Smith, Senior Customer Success Manager , and is part of a dynamic, collaborative team driving key projects and initiatives to support our growing business. This high-impact role offers extensive visibility and requires interaction across all levels and departments within the organization.

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

You should have...

A strong customer service mindset, acting as the advocate for both our customers and MMFS.

A willingness to learn about HVAC and plumbing systems to effectively communicate our services to existing clients.

A college degree and / or 5 years of relevant work experience. Previous mechanical experience is a plus but not required.

A solid understanding of customer relationship management (CRM) software, along with proficiency in MS Office and 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, using clear KPIs, showcasing positive customer impact, and driving growth opportunities.

Becoming a key source of knowledge and playing a crucial role in maintaining strong, ongoing relationships with our existing client base.

Empowering yourself to independently learn and take initiative. If you thrive on autonomy and don't need constant oversight, this is the place for you.

Thriving in a lean, results-driven environment, where you'll be encouraged to take on more responsibility and exceed expectations year after year.

Enjoying a fun, transparent, and innovative workplace that fosters collaboration and a supportive, family-like culture.

Compensation : $75,000 to $100,000 Annually

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.

Salary : $75,000 - $100,000

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