3 days old

Customer Engagement Manager

Brookfield Properties
Cleveland, OH 44114
  • Job Code


At Brookfield Properties, our success starts with our people. People like you.

We develop, operate, and manage more than 650 properties and 325 million square feet of real estate across the globe. It's a feat that wouldn't be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don't simply meet the needs of our tenants, residents, and communities but exceed them, every day.

We know that a one-size-fits-all approach doesn't work when it comes to residential living. That's why, at Brookfield Properties, our portfolio features a wide range of options for any stage of life. And though our properties may be diverse, one thing is universal: all offer the unparalleled quality, service, and support our residents deserve.

If you're ready to be a part of our team, we encourage you to apply.

We are searching for a talented Customer Engagement Manager to be based out of Key Tower in downtown Cleveland!


Serves in a key strategic Multifamily technology capacity by facilitating and participating with cross functional teams in coordinating customer facing product and service delivery and managing external business relationships. Primary customer facing role accountable for product and service stewardship among three critical groups: Multifamily Regions (East/West, Internal (Brookfield Multifamily and other Brookfield Property sectors) and External (Strategic Business Partners, Technology Product and Service Vendors). Directs teams to ensure stable products and services meet operational needs; capture demand, drive consensus, set priorities and maintain customer relationships with high satisfaction scores.

Adheres to established Brookfield Core Values of Service, Integrity, Team, Results and Innovation. Promotes and leads in accordance with Multifamily Technology Operating Principles: Focused & Driven, Structured & Disciplined, Innovative & Results Oriented, Flexible & Adaptable, and Customer Service Obsession with Sense of Urgency. Cultural ambassador to support Multifamily Technology Vision in delivering best-in-class technology products and services driving, business value to Multifamily, Brookfield and our Residents.


  • Relationship Management Effectively identify, develop and lead a customer leadership team who will define and drive engagement, need and visibility into Multifamily Technology. Establish and maintain trust with current and prospective customers, strategic partners and future collaborative groups. Meet at defined, agreed upon intervals with all stakeholders/customers, at their request as well as for Multifamily Technology. Supports the communication of audience specific, executive and operational level presentations to drive buy in for Multifamily Technology products, services and initiatives. Understands business strategies, identify business needs, track customer priorities and backlog demand. Provides report outs and KPI value delivery to customers and Multifamily Technology. Partner closely to support Multifamily Director engagement with executive leadership. Understand and establish emerging knowledge of people, process, technology and data gaps or opportunities with customers.
  • Collaboration, Engagement and Process Controls Actively engage and participate in the development of plans and work activities (schedule, resource, cost) while ensuring successful and high-quality value delivery to customers. Proactively identify, manage, resolve and/or escalate customer issues and risks. Negotiate conflict to satisfactory resolution of all stakeholders involved. Adheres, advocates and effectively leads in approved organizational processes while adhering to established policies and procedures to track issues through resolution.


  • This position requires an Undergraduate (Bachelors) Degree.
  • An additional degree that is preferred for this position includes:
    • Advanced (Master) Degree in Business or Information Technology
  • Certificate in PMP is preferred.
  • 5+ years of experience in Information technology organizational is required.
  • 5+ years of experience in REIT/Multifamily/Real Estate software/technology product experience/management/ownership including design, development, integration, customization, implementation, auditing and/or support. Equivalent experience in consulting, large/global organizations with complex operating companies, technical environments and/or partnerships.
  • 5+ years of experience in REIT/Multifamily/Real Estate customer/team collaboration experience. Equivalent experience in consulting, large/global organizations with complex operating companies, technical environments and/or partnerships.
  • Required skills for this position include:
    • Leadership
    • Interpersonal Skills
    • Solutions Deliver & Governance
    • Organization & Planning
    • Influence
    • Team Orientation
    • System & Process Orientation
    • Decision Making & Problem Solving
    • Commitment to Task
    • Coaching / Development of Others
    • Tolerance of Ambiguity
  • This position requires up to 75% travel.

Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information

Drug free workplace



Posted: 2021-06-09 Expires: 2021-07-10
Sponsored by:
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Customer Engagement Manager

Brookfield Properties
Cleveland, OH 44114

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