MaverickRE Client Success Manager

Summary of the position

The Client Success Manager role is focused primarily on retaining revenue, serving as a single point of contact for our MaverickRE clients to ensure white glove, world class customer service and success using our system. Client Success Managers are responsible for some of our most influential, highest-paying customers.  They ensure our clients are properly trained and educated on our product, feel supported in their business needs, and have a team member to go to for escalated issues and requests.

Candidates well-suited to this role will have a track record of being client-focused and proactive, providing exceptional service, both internally and externally within an organization. They will have excellent communication skills, both through email/tickets and over the phone. Candidates should be tech-savvy, have a healthy interest in new technologies, and should feel comfortable learning new software and learning to troubleshoot issues with clients. Most importantly we're looking for candidates who are high energy, confident, quick-thinking, detail-oriented, patient, positive, and thoughtful.

Internal Qualifications:

• Proven ability to minimize and handle escalations independently
• Tangible examples of successfully consulting with clients and proven results of growing their business
• Can speak to strategies they would use to grow a client’s business
• Proven success retracting client cancellations
• Confident, high energy, passionate

Qualifications:

• Previous experience in a customer service, coaching, training, or account management role with an emphasis on relationship management and relationship growth
• Ability to facilitate the solution to complex issues and requests with a strong attention to detail and strong written and verbal communication skills.
• Proactive, goal oriented mindset
• Consistent work habits and strong work ethic
• Strong technical and organizational skills
• Ability to multitask, and work independently toward deadlines

• Must be the type of person who chooses to pick up the phone to speak to someone instead of emailing them
• High-energy and motivating by nature
• Team player, passionate and gains satisfaction in helping others, whether internal or external customers
• Needs-based probing skills – ask questions to gain knowledge about business
• Ability to coach and consult VIP clients on the basics of building a strong system with Ylopo in order to continue growing their business
• Diligent at documentation to support clear, articulate verbal/written communication to internal team and clients
• Undergraduate degree preferred

Responsibilities:

• The primary responsibility of this role is to manage the client relationships within the Client Success Manager’s book of business, giving their clients “white glove service” where they will consistently feel that you as their CSM goes above and beyond each time. 
• Triages requests to the appropriate team in a timely manner and reports back to the client with regular updates until resolved. 
• Holds recurring (monthly) zoom meetings to deliver updates, discuss goals and progress as well as how to maximize use of the MaverickRE system.
• Call and email all clients in a timely manner to provide a high level of customer support
• Develop strong client relationships.
• Speak confidently and professionally while working through escalated issues or troubleshooting problems.
• Work closely with our product support team to investigate issues and software bugs and solve or escalate problems appropriately.
• Evaluate our clients’ “client health” and proactively schedule and conduct check in calls with them.
• Complete special projects or become the subject matter expert for new parts of our product.
• Learn the ins and outs of our product and the real estate space, and be able to speak confidently to those subjects.
• Collaborate with sales, billing, marketing, international, and technical teams on special projects.
• Facilitates training for new agents. 
• Main monthly KPI’s that track proactive outreach to all clients, maintain a retention of 3.5%, and 90 readiness for new clients onboarding.

This role is currently fully remote. Some small amount of long distance travel may be required for training, client events, or meetings at company headquarters.

Compensation and full benefits include starting pay from $55K + plus bonus depending on experience; medical, dental, and vision benefits; paid holidays, vacation, and sick days; a 401(k); paid monthly parking (if applicable); and an extremely nice, supportive group of people as your co-workers.