Client Success Manager

The Client Success Manager plays a central role in our growing organization. As a start-up in the early stages of mass rollout of multiple B2B offerings within the home inspection industry, the Client Success Manager will - along with their small, knowledgeable, dedicated team - guide the onboarding process for medium and large home inspection clients who adopt our innovative SaaS and service solutions, as well as all customer and technical support for our clients.

The successful candidate is a genuine relationship builder, technically adept, and a constant problem-solver who collaborates with product and sales to achieve true client success in a complex multi-week onboarding process. The successful candidate rolls up their sleeves and spends the majority of their time working with clients and leading them toward successful adoption of a mission critical back-office system that runs every aspect of their business.

This individual will also have the unique skill of building standardized processes from scratch, continually identifying opportunities to improve the client experience and evolving on those processes accordingly. Developing and leading our support personnel, systems, processes, and knowledge bases is a critical part of this role.

We seek an achievement oriented individual who will bring enthusiasm to the pursuit of our goals for rapid adoption of our solutions.

Duties/Responsibilities:

• Manages a pipeline of clients for onboarding into our flagship SaaS product, an ERP system for home inspection companies
• End to end onboarding: Leads new client orientation, provides client with consultation on software settings and configuration for success, provides white glove service in setting up accounts, guides clients through the “test drive” process, trains clients and staff, and project manages every aspect of clients’ migration process.
• Leads the efforts of additional staff who onboard clients for additional products and services
• Leads customer support across multiple solutions.
• Initiates and leads the development of client training plans, and follows through on execution, development and rollout of content and materials for client training (communication templates, training materials, video tutorials, and more).
• Initiates and leads the development of self-service support documentation, and follows through on execution, development and rollout of content and materials for client training.
• Drives a world class standard for GREAT client support
• Effectively manages, segments, routes and measures all support ticket activity to ensure that we are exceeding the needs of our clients, balancing workloads across the team sensibly, and utilizing our resources efficiently.
• Drafts, implements, and executes policies and standard procedures to facilitate a quality experience for clients
• Establishes systems for the work of the team, and continuously measures the production and allocation of work within the team. Identifies opportunities for improvement through better workflows, cross-training initiates, product improvements, systems improvements, and more.
• Establishes performance metrics for client success representatives.
• Drives processes that support the company’s revenue goals
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Forms relationships with high value clients. Has a “roll up your sleeves” approach to personally resolving complex issues and supporting the broader team.
• Performs other related duties as assigned.

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains new team members.
• Inspires the team and effectively ties their day to day work with the greater purpose of the company.
• Oversees the daily workflow of the department.
• Provides constructive, continual coaching and continued professional development opportunities to staff
• Handles discipline and termination of employees in accordance with company policy.

Required Skills/Abilities:

• Superior organizational skills and attention to detail.
• Account management skills and experience
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Proven ability to communicate effectively with both technical personnel and non-technical end users, equally.
• Deep capacity for learning complex systems and products.
• High comfort level with technical concepts and software
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficiency with Hubspot highly preferred.

Education and Experience:

• Bachelor's degree or equivalent experience required.
• At least five years of client success, training, or sales experience
• Knowledge of the real estate industry is a plus; knowledge of the home inspection industry is an even bigger plus.
• Successful track record of working in both small and large organizations preferred.

Job Type: Full-time

Pay: $50,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Tyrone, PA 16686 (Required)

Ability to Relocate:

• Tyrone, PA 16686: Relocate before starting work (Required)

Work Location: In person

Salary : $50,000 - $80,000