Customer Success Account Manager

Description:

Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer relationships, and efficiently manage teams. As a leader in our industry, we are seeking a highly motivated Customer Success Account Manager to join our team and drive growth within the industry. Join us on our exciting journey and help shape the future of technology within the real estate space!

We are a 3-day in-office hybrid company and are seeking employees in the local Phoenix, AZ area to join our dynamic team!

Job Overview

The Customer Success Account Manager is responsible for managing the customer success of 100 or more clients and is the point of contact for all customer interaction post sale. Responsible for customer segment research including extracting data and analysis to develop recommended offerings, campaigns and services.

Responsibilities and Duties

• Drive adoption of the Lofty CRM platform
• Trains and educates clients in an online group setting
• Acts as a strategic business partner - Conducts formal business reviews, reviewing account performance while providing areas of opportunity, product updates, and best practices.
• Monitors support tickets to ensure timely resolution
• Operate as a point of contact for all matters specific to our customers, proactively respond to customer requests, complaints, and needs as well as issue escalations as needed
• Communicate clearly the progress of daily/weekly initiatives to internal and external stakeholders
• Identify and grow opportunities within customer accounts and help with sales team to ensure growth attainment, conduct monthly meetings with clients to review services, resources, success and make recommendations
• Develop new business with existing clients and/or identify areas of improvement to exceed team sales quotas
• Collect information and materials needed for mailings and campaigns
• Build and foster relationships with customers
• Maintain and update monthly billing for franchise locations and assists with corporate level billing
• Provide consultation on the development and improvement of clients marketing strategies via phone and email
• Recognize strengths and weaknesses with clients current marketing strategies and make recommendations for improvements
• Analyze client website landscape architecture and make recommendations for optimal performance (i.e. click through rate and conversation rate)

Requirements:

Qualifications

• HS Diploma with advanced education preferred
• 2+ years of telephone customer service environment, real estate / sales experience preferred
• Online marketing industry experience preferred
• 1-3 years of experience managing client relationships within a high-volume environment
• Experience working directly with customers to solve issues
• Excellent listening, negotiation skills with demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization
• Ability to thrive in a fast-paced and dynamic work environment
• Ability to handle confidential information
• Strong writing and proofreading skills, use of proper grammar and verbiage
• Ability to multi-task, creative thinker, problem solver
• Certified Google Advertising Professional is preferred
• Digital marketing expertise with the paid search and organic search landscape (additional expertise with social and display preferred)
• Advanced technology skills to include:
• Use of the Internet, Google Maps
• Microsoft Excel and other office suite products
• Knowledge of sales platform software such as “Sales Force” a plus
• Software and/or SaaS experience is a huge plus