Customer Success Manager - Home Services

MUST LIVE IN THE DALLAS-FORT WORTH AREA AND ABLE TO WORK IN OFFICE AS NEEDED!! PLEASE DO NOT APPLY IF YOU LIVE OUTSIDE OF DFW.

Do you have a passion for helping small businesses thrive? Are you a tech-savvy problem solver with a knack for building relationships?

[Your Company Name] is seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager (CSM). In this role, you will be the primary point of contact for our HVAC and plumbing clients, helping them maximize the value they receive from our administrative support service.

What You'll Do:

• Onboard new clients: Guide new HVAC and plumbing businesses through the implementation process, ensuring they understand how to use our service effectively.
• Build strong relationships: Develop and maintain strong relationships with key stakeholders at each client account, acting as a trusted advisor and advocate.
• Drive adoption and engagement: Proactively engage with clients to identify their needs and challenges, and provide ongoing support and training to ensure they are fully utilizing our service.
• Monitor client health: Track key performance indicators (KPIs) and proactively identify any potential risks or churn signals.
• Identify upsell and cross-sell opportunities: Understand client needs and identify opportunities to expand their use of our service.
• Gather feedback: Collect and analyze client feedback to identify areas for improvement in our services and customer success processes.
• Collaborate internally: Work closely with sales and support teams to ensure client success.

What You'll Need:

• Proven experience: 4 years of experience in a customer success or account management role, preferably within the home services industry or SaaS environment.
• Industry knowledge: A strong understanding of the challenges and opportunities faced by HVAC and plumbing businesses.
• Tech proficiency: Comfortable with technology and learning new software applications. Experience with field service management software or CRM systems is a plus.
• Excellent communication skills: Strong written and verbal communication skills, with the ability to clearly explain complex concepts to a variety of audiences.
• Problem-solving skills: Ability to identify and resolve client issues effectively and efficiently.
• Relationship building skills: A natural ability to build rapport and establish trust with clients.
• Strong organizational and time management skills: Ability to manage multiple client accounts and prioritize tasks effectively.

Bonus Points:

• Experience with HousecallPro, Service Titan, Jobber, Payzerware, Zip Solutions etc.
• Familiarity with home services marketing and sales strategies

Your Experience / Lifestyle

• Minimum 5 years customer service experience (Administrative Assistant experience is a huge PLUS)
• Must have a desktop computer with full video/sound functionality, wired noise cancelling headset, ability to be plugged into your ethernet port and high speed internet.
• Must have a dedicated and quiet office space (no background noise from other humans or animals)
• Type minimum 40 WPM 
• Ability to work from your home office Monday - Friday and some Saturday's
• Ability to work from our Fort Worth office as needed based on business needs or for additional feedback and coaching
• Strong written and verbal communication skills, including proper grammar & spelling. Ability to clearly communicate with diverse audiences via phone, e-mail, and text.
• Professional demeanor and respect for community members, contributing to a diverse and vibrant workplace. 
• Natural ability to thrive when multi-tasking in a technology rich environment operating at an extremely fast pace. Experience working with a high-volume of requests or incoming calls is preferred.
  
• Record of reliable attendance and the ability to maintain a predictable and consistent full-time schedule.
• Natural ability to work independently as well with a team. Experience managing or mentoring others is a plus.
• Must reside within the state of Texas in the DFW area during the entirety of employment due to in person meetings & employee laws & regulations

TECH REQUIREMENTS:

• Desktop or Laptop with webcam & speakers and a second monitor
• Operation System must be Windows or Mac based 
• Tablets, Winbooks, Smart devices, Windows Mini PCs, Chromebook & Android systems are NOT compatible
• 8gb RAM or more Windows or Mac Desktop or Laptop with webcam, speakers, and a second monitor
• Direct connection to router easily accessible from your workspace
  

COMPENSATION:

Hourly

Working Conditions

This is a coverage position that requires you to work a fixed and dependable shift Monday - Saturday. It requires the ability to sit/stand at a computer for extended periods of time. It requires the ability to interact with a diverse population by phone, or computer. This position may travel between team locations/offices for meetings, training, company retreats or other off-site events.

Annie Admin is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other status protected by federal, state, or local laws. We support and encourage diversity!