Client Success Manager

Client Success Managers are at the forefront of delivering exceptional experiences to our clients, ensuring they are proficiently trained and well-informed about our product offerings. They serve as the primary point of contact for clients, addressing escalated issues and fulfilling special requests promptly and effectively.

Qualifications:

• Previous experience managing an assigned book of business in customer service, coaching, training, Sales, or account management roles within a Real Estate Environment.
• Can site specific examples where the candidate has made recommendations to clients that resulted in upsell and cross-sell opportunities
• Ability to facilitate the solution to complex issues and requests
• Has previous experience working in a fast paced, dynamic environment (start up experience is a plus)
• Proactive, goal oriented mindset
• Consistent work habits and strong work ethic
• Strong technical and organizational skills
• Ability to multitask, and work independently toward deadlines
• Strong written and verbal communication skills, and attention to detail
• Positive demeanor, trustworthy character
• Ability to take the initiative and see projects and tasks through to completion
• Ability to understand and convey detailed information about our services and systems
• Understanding of real estate and the real estate profession.
• Undergraduate degree preferred

Responsibilities:

• Manage client relationships within the Client Success Manager’s book of business
• Identify and capitalize on upsell and cross-sell opportunities through strategic recommendations to clients
• Assume primary responsibility for an assigned segment of our client base, providing backup assistance for other teammates' clients as needed
• Communicate with clients via phone and email in a timely manner to provide high-level customer support
• Develop strong client relationships to enhance client retention
• Professionally address escalated issues and troubleshoot problems as they arise
• Consistently follow up with clients as needed to ensure satisfaction and address any concerns
• Collaborate with the product support team to investigate and resolve issues and software bugs appropriately
• Proactively evaluate client health and schedule and conduct check-in calls with clients
• Complete special projects and become a subject matter expert for new aspects of our product
• Gain expertise in our product and the real estate space, confidently speaking to these subjects
• Collaborate with sales, billing, marketing, international, and technical teams on special projects

This role is currently fully remote. Some small amount of long distance travel may be required for training, company summits, or client events.

Compensation and full benefits include starting pay from $55K to $70K plus bonus depending on experience; medical, dental, and vision benefits; paid holidays, vacation, and sick days; a 401(k); paid monthly parking (if applicable); and an extremely nice, supportive group of people as your co-workers.