Account Success Strategist
2 weeks ago
About The Ladders
The Ladders is dedicated to transforming the landscape of career advancement and professional networking, ensuring that every individual has access to the tools necessary for success in their career journey.
In today's competitive job market, professionals often face challenges in effectively managing their career paths and maximizing their potential. The Ladders aims to provide innovative solutions that empower individuals to take control of their career trajectories and achieve their professional goals.
This is an exceptional opportunity to join our operations team and establish a top-tier Client Success function.
Key Responsibilities:
- Account Management: Take ownership of client accounts, fostering strong relationships and advocating for their needs. Engage proactively with clients to understand their objectives, challenges, and opportunities for enhancing their career development. Conduct regular check-ins to gather insights, resolve issues, and ensure overall satisfaction.
- Customer Service Excellence: Develop and implement superior customer service processes that prioritize client experiences. Collaborate with our service agents and partner networks to create effective workflows for addressing complex inquiries and concerns. Continuously assess and refine processes to support scalability.
- Repair Management Development: Collaborate with industry experts and technical teams to create a streamlined process for managing client repair requests and approvals.
- Internal Collaboration: Work closely with various internal teams, including sales, product development, and support, to meet client needs. This includes facilitating user research, testing, and gathering feedback for product enhancements.
- Retention and Renewal Strategy: Monitor client engagement and usage of our services, identifying opportunities for optimization and upselling.
- Success Metrics Ownership: Define and track key performance indicators tailored to client objectives. Collaborate with stakeholders to ensure alignment on priorities and goals, fostering a culture of continuous improvement through coaching and feedback.
Who You Are:
- Relationship Builder: Proven ability to cultivate and maintain strong client relationships, providing strategic guidance tailored to individual needs.
- Analytical Thinker: Strong problem-solving skills with a proactive approach to addressing client requirements.
- Effective Communicator: Exceptional written and verbal communication skills, capable of translating complex information for diverse audiences.
- Detail-Oriented: Proficient in managing multiple projects simultaneously while driving results across various client relationships.
- Quick Learner: Ability to rapidly assimilate knowledge about industry fundamentals.
- Change Agent: Skilled at navigating challenges and fostering innovative thinking within teams.
- Forward-Looking: Proactively identify growth opportunities and challenges, ensuring strategic alignment.
- Experience: 3-5 years in customer success, account management, or a related field.
- Adaptable: Thrives in a dynamic environment, effectively managing competing priorities.
- Experience in HVAC and Refrigeration systems.
- Interest in advancing AI and climate technology solutions.
- Background in data analysis and business operations.
- Competitive salary and equity options.
- Comprehensive health coverage for you and your family.
- Flexible work arrangements.
- Unlimited paid time off.
- Opportunities for professional growth and development.
- Inclusive and collaborative company culture.
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