Job Description
At LightBox, we strive to not only equip confident, data-driven decisions across sectors, but to also enrich lives by bringing people, information, and technology together. As a company with a wide range of clients, we believe a diverse workforce is crucial to success. Our commitment to inclusion across race, gender, age, religion, identity, and experience is the foundation upon which we operate and connect with our customers and the communities in which we work.With our expertise, we are producing the best available data, workflow tools, technology, and analytics to support everyone making a real estate decision. There has never been a better time to make an impact and we invite you to join us on this journey.
LightBox is a leading provider of data and workflow solutions across commercial real estate and location intelligence. Our solutions deliver the depth, speed and accuracy that enable insights to over 50,000 brokers, 1,000 banks and lenders, 1,000 law firms and 5,000 environmental consulting and engineering firms.
At LightBox, we strive to not only equip confident, data-driven decisions across sectors, but to also enrich lives by bringing people, information, and technology together. As a company with a wide range of clients, we believe a diverse workforce is crucial to success. Our commitment to inclusion across race, gender, age, religion, identity, and experience is the foundation upon which we operate and connect with our customers and the communities in which we work.
With our expertise, we are producing the best available data, workflow tools, technology, and analytics to support everyone making a real estate decision. There has never been a better time to make an impact and we invite you to join us on this journey.
LightBox is a leading provider of data and workflow solutions across commercial real estate and location intelligence. Our solutions deliver the depth, speed and accuracy that enable insights to over 50,000 brokers, 1,000 banks and lenders, 1,000 law firms and 5,000 environmental consulting and engineering firms.
Position Overview
The Customer Success Manager is primarily responsible for ensuring our clients achieve the full potential of our SaaS based products, Collateral360 and RIMS. They will build relationships with key stakeholders to foster collaboration, develop an understanding of the client’s needs and challenges, identify solutions, educate users, and ultimately increase client retention and growth.
What you will do and achieve
- Execute programs that facilitate onboarding, deepen product knowledge, increase usage, and secure high client satisfaction.
- Acquire a comprehensive understanding of client’s industry and business challenges and foster relationships with key stakeholders to appropriately map LightBox solutions to their business strategy.
- Proactively communicate with clients to monitor, correct, and manage expectations regarding client-reported defects and tasks, including regular account reviews with their assigned account manager.
- Closely monitor “at risk” accounts to ensure proper handling of reported issues.
- Serve as a point of escalation for critical client issues by collaborating with Support and Engineering teams to resolve issues.
- Contribute to internal discussions with Product and Management teams regarding common client challenges.
- Be an outspoken product expert and thought leader so you can intelligently educate our clients on the value of LightBox products; and serve as an advisor to our Sales Team for prospective clients.
- Learn to identify upsell/cross-sell opportunities and foster discussions with client’s account manager.
Who you are
Education
- Bachelor’s degree in business, communication, or related discipline preferred
- 5+ years of experience in customer facing role (customer support, onboarding, or account management), preferably at a SaaS company.
- Outstanding organization, communication, analytical, and interpersonal skills.
- Ability to quickly understand technical products and explain concepts to non-technical audiences.
- Proven track record of performing under tight deadlines and managing multiple, varied tasks.
- Experience managing and orchestrating company team resources on behalf of customers.
- Experience proactively growing customer knowledge and relationships within complex accounts.
- Ensuring the right sense of urgency and diligence across the company.
- Experience increasing technology adoption and creating long term transformational account strategies.
- Establish onboarding communication plan and ensure execution for each client.
- Ability to navigate across an organization in a trusted advisor/consultative approach, and establishing credibility quickly with senior level executives
- Experience writing statements of work for feature development
- A strong understanding of LightBox and/or technology as a service (SaaS) is preferred
- Previous experience in commercial real estate or financial industries
LightBox is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences, and values. We believe in unity in diversity and offer a collaborative work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support, recognize, and embrace our differences.
This job description is a general listing of the required tasks and expectations of the position and in no way implies that the duties listed above are the employee’s only responsibilities. The employee is expected to perform other tasks, responsibilities and training as instructed by their supervisors. Duties and responsibilities may change at any time with or without notice.
This position may require additional hours outside of the standard work schedule including occasional holiday, evening and/or weekend hours in order to meet deadlines or to accommodate customers.
LightBox and all its holding companies are an equal opportunity/affirmative action employer. It is the policy of the LightBox and its holding companies to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, or veteran status.
NO TELEPHONE CALLS OR AGENCY SOLICITATION PLEASE.
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
This job description is a general listing of the required tasks and expectations of the position and in no way implies that the duties listed above are the employee’s only responsibilities. The employee is expected to perform other tasks, responsibilities and training as instructed by their supervisors. Duties and responsibilities may change at any time with or without notice.
This position may require additional hours outside of the standard work schedule including occasional holiday, evening and/or weekend hours in order to meet deadlines or to accommodate customers.
LightBox and all its holding companies are an equal opportunity/affirmative action employer. It is the policy of the LightBox and its holding companies to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, or veteran status.
NO TELEPHONE CALLS OR AGENCY SOLICITATION PLEASE.
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