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    Customer Success Manager - Phoenix, United States - Lofty Inc

    Lofty Inc
    Lofty Inc Phoenix, United States

    2 weeks ago

    Default job background
    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)
    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

    #J-18808-Ljbffr
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