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Customer Success Account Manager
2 months ago
We are on the lookout for a Customer Success Account Manager to join our growing teamWho 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 Customer Success Account 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 spaceWe are a 3-day in-office hybrid company and are seeking employees in the local Phoenix, AZ area to join our dynamic team What's the job?The Customer Success Account Manager is responsible for managing the customer success of 100 or more clients and is the point of contact for all customer interaction post sale. Responsible for customer segment research including extracting data and analysis to develop recommended offerings, campaigns and services.Drive adoption of the Lofty CRM platformTrains and educates clients in an online group settingActs as a strategic business partner - Conducts formal business reviews, reviewing account performance while providing areas of opportunity, product updates, and best practices.Monitors support tickets to ensure timely resolutionOperate as a point of contact for all matters specific to our customers, proactively respond to customer requests, complaints, and needs as well as issue escalations as neededCommunicate clearly the progress of daily/weekly initiatives to internal and external stakeholdersIdentify and grow opportunities within customer accounts and help with sales team to ensure growth attainment, conduct monthly meetings with clients to review services, resources, success and make recommendationsDevelop new business with existing clients and/or identify areas of improvement to exceed team sales quotasCollect information and materials needed for mailings and campaignsBuild and foster relationships with customersMaintain and update monthly billing for franchise locations and assists with corporate level billingProvide consultation on the development and improvement of clients marketing strategies via phone and emailRecognize strengths and weaknesses with clients current marketing strategies and make recommendations for improvementsAnalyze client website landscape architecture and make recommendations for optimal performance (i.e. click through rate and conversation rate) RequirementsWhat are we looking for?2+ years of telephone customer service environment, real estate / sales experience 1-3 years of experience managing client relationships within a high-volume environmentExperience working directly with customers to solve issuesExcellent listening, negotiation skills with demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organizationAbility to thrive in a fast-paced and dynamic work environmentAbility to handle confidential informationStrong writing and proofreading skills, use of proper grammar and verbiageAbility to multi-task, creative thinker, problem solverCertified Google Advertising Professional is preferredDigital marketing expertise with the paid search and organic search landscape (additional expertise with social and display preferred)Advanced technology skills to include:Use of the Internet, Google MapsMicrosoft Excel and other office suite productsBachelors degree, preferred Software and/or SaaS experience and online marketing industry experience, preferredKnowledge of sales platform software such as "Sales Force" a plusAnything else? Absolutely Benefits and Perks:This is a place where every day we are inspired by our teammates, encouraging each other to be our best. The environment is friendly and supportive And we feel it's important to reward our team with competitive pay and benefits. Here are some of the highlights:Health Insurance: FREE medical coverage for employees for one of our plan options And the ability to add dependents or choose an alternative plan and still receive a credit to keep costs down.Paid Time Off: Work hard, play hard In addition to 10 holidays, we offer paid discretionary time off so that you can achieve a healthy work-life balance.Paternity Leave: We support our team members as they grow their families Once you qualify for FMLA, you are eligible to receive up to 6 weeks of paid paternity time to bond with a new child.Employee Assistance Program: We are proud to offer free access to SupportLinc, a global platform that provides on-demand care as you navigate personal or professional challenges. This confidential and compassionate support system is available to you and your family members anytime you need help.Team Building: We may work across time zones and countries, but we're still united. We host a monthly schedule of virtual team activities, town halls, open Q&A sessions, and other special events...so many fun ways for us to connect and support one another.Growth Opportunities: When our people grow...we grow We offer leadership training, development journeys for core teams, and coaching/mentoring opportunities. Constant growth and development are inherent in our culture.Tools To Do The Job: We ensure you are hooked up with the tools, equipment, and systems you need. We begin the process prior to your start date, so you are ready to rock 'n roll on your first day. What Else? We provide a 401(k) company match and 100% company-paid life/AD&D insurance/short-term disability. Our ultimate goal is to support you and your overall wellness. Join our growing team and let's have fun building this business together
