Client Engagement Consultant (CEC)

Client Engagement Consultant (CEC)

Storable is looking for a Client Engagement Consultant (CEC) to help further grow and serve our customer base. The ideal candidate will have a proven track record in delivering exceptional customer service, resolving inquiries efficiently, and maintaining customer satisfaction. Excellent communication skills, problem-solving abilities, and a customer-centric approach are essential for success in this role. When connecting with storage facility operators, this person will need to shift seamlessly between identifying where we can deliver additional value while qualifying potential net-new opportunities. 

What you will do: 

• Implement strategies to reduce customer churn and increase retention rates. 
• Analyze customer data and feedback to identify potential churn indicators, including reviewing past cases, support issues, and sales interactions.
• Collaborate with cross-functional teams, including Sales, Billing, Support, Client Success, Insurance, and Payments, to implement retention initiatives, escalation resolutions and improve the customer experience. 
• Collect and analyze customer data to identify process improvements, mitigations strategies, and dispositions of every customer.
• Maintain thorough knowledge of existing customers' business, the self-storage market & its competitors.
• Offer support to customers based on a firm understanding of what problems operators may be facing in their day-to-day operations while also educating customers on a variety of solutions in a consultative, informative way. 
• Execute developed strategies for rate increases on an annual basis, including escalation calls, targeted value-based discussions, and regular reporting to management and stakeholders. 
• Handle all Sparefoot and DMS Sales discussions and other like products with potential operators. 
• Provide a seamless transition for customer’s when adding additional facilities, price switches & retention of products, and maintaining customers during facility transfer of ownership.
• Identify opportunities to expand the customer's current suite of products through active listening and understanding their current business needs by being consultative with our software solutions.
• Effectively communicate with the sales team to identify opportunities for revenue growth based on feedback collected from customers.
• Identify and implement improved (existing) processes as well as develop and implement (new) efficient processes with the support of key stakeholders.

What you will need: 

• Experience working in customer service, account management, or in a similar role that is responsible for keeping tabs on several moving pieces at the same time, whether for a short or long cycle.
• Exceptional communication, whether written, verbal, or in person, as well as superior organization and time management skills.
• The ability and foresight to consolidate and simplify daily tasks to scale systems and processes across larger groups.
• Working knowledge of Salesforce and Zendesk (or similar tools), Google Apps, and Microsoft Office. 
• Aptitude for active listening while simultaneously considering what recommendations could be made for process improvement, whether within Storable or while speaking with customers.
• Self-motivation to search for best practices in unstructured environments. 
• Comfortability navigating ambiguity by trusting yourself to make quick decisions.
• Experience in a fast-paced startup environment or comparable work experience where capturing information accurately and calmly is a necessity.

Bonus points:

• Experience or knowledge of the self-storage industry.
• Basic Spanish speaking capabilities.