LoginCustomer Success Manager
January 25, 2021Director of Integrations
January 25, 2021Customer Success Specialists
The ideal candidate is a self-motivated, multi-tasker, and demonstrated team player. The Customer Success Specialist will be responsible for developing customer relationships that promote retention and loyalty. You will report to the Customer Success Manager, and your job is to work closely with customers to ensure they are satisfied with the services they receive, improving upon areas of dissatisfaction. The Customer Success Specialist will often provide technical support to customers ensuring satisfaction with our company’s products. Mortgage, real estate and/or appraisal experience is preferred. This position will be located in the Tampa/St. Petersburg, FL area with the flexibility to work remote most days. The main office is headquartered in Indianapolis, so occasional travel will be required.
Responsibilities
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting the best practices and documenting them
- Review the customer journey identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
- Establish a trusts and strategic advisor relationship to help drive continued value of our products and services
- Maintain existing customer success metrics and data as directed
Skills and Qualifications
- 1+ years of mortgage, real estate and/or appraisal experience is required
- Bachelor’s degree in computer science or a related field
- Proficient in Microsoft Office, Excel and PowerPoint
- Knowledge of customer service practices
- Technical aptitude and ability to learn software programs
- Experience supervising others
- Knowledge of IT networking, internet technologies, web servers and XML
- Experience with Customer Relationship Management (CRM) software (Salesforce)
- Strong verbal and written communication, strategic planning, and project management skills
- Analytical and process-oriented mindset
- Comfortable working across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
