Job Openings Customer Success Manager

About the job Customer Success Manager

Position Title: Customer Success Manager

Classification: Client Staff

Salary Grade: 100,000 - 150,000 Peso / month

Reports To: Account Manager, Client

Primary Relationships: Account Manager, Client, Client Staff

Date: June 2021

Schedule: USA Business Hours

Background:

We are looking to add several Customer Success Managers who have real estate industry experience to our team. Why industry experience? Because we’ve found that the people that are most excited about changing an industry come from within the industry itself! This is a fantastic opportunity to potentially make a career switch or try something new. Our Customer Success Managers are on the front lines of our business, and spend their days talking to and building trust with our Agent and Loan Officer customers. They live and breathe the  product, and constantly think about how we can improve it to best deliver for our customers. Come join us!

Responsibilities:


This role is responsible for developing memorable customer experiences and relationships. Ultimately, the goal of our Customer Success team is to use a consultative approach to foster happy customers who use our product to its fullest extent and find it irreplaceable. Our Customer Success Managers will work with either Agent customers or Loan Officer customers, so either type of industry experience is valuable.

  Hand hold our new bright-eyed customers through the onboarding process (delight is practically your middle name!)

  Take an intense interest in their business goals and brainstorm creatively on how we can best add value

(listening coupled with taking action are totally two of your superpowers)

  Leverage and quarterback many different resources internally to provide exceptional service to these customers, including reporting and other behind the scenes functions

  Execute ongoing and frequent check-ins with customers to ensure things are moving in the direction of mutual success

  Be diligent in your documentation by making detailed notes, to do lists, action plans, etc. that are easily accessible to everyone involved internally

  Over-communicate externally and internally when things are going well and not-so-well

  Stay hyper-observant about what is working for our customers, and spread that knowledge to all of the customers you are coaching

  Understand customer outcomes by communicating directly with customers, analyzing customer health metrics, running NPS, and developing action plans to engage and renew our agents

  Take a deep and genuine interest in product feedback and ideas, relaying these ideas to our product team on behalf of our most important customers

  Have the patience to teach our customers the best (and newest!) ways of engaging agents to help grow their business

Requirements:

  3-5 years sales experience

  SaaS sales experience is a bonus

  Real estate or mortgage lending background helpful, but not required

  Bachelor’s Degree with combined relevant work experience preferred

  Proven phone-based outreach and selling success

  Familiarity and ease with technology, especially CRM’s

  Salesforce and Salesloft experience highly preferred

  Incredibly organized in order to manage pipeline

  Superior verbal and written communication skills

  Ability to work rapidly in an ever-changing environment

  Confidence to share your opinion respectfully to drive change & improvement in your role for the better of the company

  Passion, grit, drive, intelligence and self-motivation with limited ego

  Flexible and open to working any hours necessary to reach team’s goal

Complete flexibility & openness to constant change in a new sales environment inside