What are the responsibilities and job description for the Manager, Customer Success position at Qualia?
At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem homebuyers and sellers, lenders, title and escrow agents, and real estate agents onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.
WHAT YOU'LL WORK ON
We are seeking a leader to manage our Pooled Customer Success Manager team who support our SMB customers. This leader will be responsible for building and scaling a high performing team, establishing and optimizing our customer success processes. This leader will need to be able to develop and manage programs that integrate one-to-many approaches to customer relationship management with focused high touch interactions to provide scalable support for this large base of customers. This role will also work cross-functionally with sales, support, product, and marketing to ensure there is company-wide support for SMB accounts. This role reports to the Director of Customer Success. Key measures of success will be gross and net retention, expansion of accounts, level of product adoption, and employee engagement and development.
RESPONSIBILITIES
- Achieving key performance metrics related to the execution of the SMB first year customer journey, adoption, expansion, retention, & NPS
- Analyzing segment and program performance and identifying scalable improvements to improve results
- Building a high performing team through effective hiring, development, and coaching
- Reporting and monitoring team performance, including identifying quality and efficiency improvements
- Defining and delivering an exceptional customer experience for customers in this segment
- Managing stakeholder relationships with cross-functional stakeholders, including Sales, Product, Marketing, Growth Management, Operations and Support
- Serving as the escalation point of contact for accounts within the segment
YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH
