Enterprise Customer Success Manager

3 days ago


Phoenix, United States LOFTY INC. Full time
Description:

We are on the lookout for an Enterprise Customer Success Manager to join our growing team

Who are we?

Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer relationships, and efficiently manage teams. As a leader in our industry, we are seeking a highly motivated Enterprise Customer Success Manager to join our team and drive growth within the industry Join us on our exciting journey and help shape the future of technology within the real estate space

What’s the job?

The Enterprise Customer Success Manager plays a crucial role within our organization, managing a diverse client portfolio while ensuring their success and satisfaction. As the primary point of contact for post-sale interactions, the Enterprise Customer Success Manager provides hands-on support, proactively troubleshooting and resolving issues. This includes monitoring account performance, managing escalations, and collaborating with internal teams to deliver timely solutions. Additionally, the role involves conducting account reviews, offering strategic recommendations, and identifying growth opportunities. The Enterprise Customer Success Manager also leads client training through live webinars, develops learning materials, and engages actively in user groups to promote best practices.

What’s the job?

Account Management and Customer Success:

  • Manage and nurture relationships with a portfolio of 100+ clients, serving as the primary point of contact for post-sale interactions.
  • Provide hands-on support for account-related inquiries, proactively troubleshoot and resolve platform issues, ensuring minimal business disruption.
  • Monitor account performance, identifying and addressing risks or challenges before they escalate.
  • Work closely with cross-functional teams (Support and Product) to coordinate issue resolution and provide tailored solutions that meet client needs.

Escalation and Issue Resolution:

  • Act as the escalation point for complex account and platform issues, ensuring swift and efficient resolutions by collaborating with internal teams.
  • Track and manage all client escalations and open tickets, keeping clients informed of progress and delivering timely resolutions.
  • Conduct regular account reviews, optimizing platform usage based on client data and feedback.

Client Growth and Strategy:

  • Collaborate with clients to understand their evolving needs, offering strategic recommendations to maximize platform value.
  • Identify growth opportunities within accounts, working with sales and product teams to align solutions with client objectives.

Training and Development:

  • Deliver live webinars and create learning content to enhance client proficiency in product features and best practices.
  • Actively participate in user groups, sharing expertise, answering questions, and promoting best practices across the client base.
Requirements:

What are we looking for?

  • 1 + Year of employment at Lofty Inc, or another SaaS company at an Enterprise level
  • Meets and exceeds monthly KPI’s
  • Keeps advanced knowledge of the product
  • 2+ years of telephone customer service environment, real estate/sales experience preferred
  • Online marketing industry experience preferred
  • 1-3 years of experience managing client relationships within a high-volume environment
  • Experience working directly with customers to solve issues
  • Excellent listening and negotiation skills, with a demonstrable ability to communicate, present, and influence effectively and credibly at all levels of the organization.
  • Ability to thrive in a fast-paced and dynamic work environment
  • Ability to handle confidential information
  • Strong writing and proofreading skills, use of proper grammar and phrasing
  • Ability to multi-task, creative thinker, problem solver
  • Advanced technology skills in: Microsoft Office 360, Zendesk, Jira, Monday.com, and Notion
  • Software and SaaS experience is a huge plus


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