Customer Success Manager
Help Residential Repair Companies Find Success With Business Management Software
The Customer Success Manager will work closely with our new and current residential repair companies to help them see the value of the technology and how to use it to streamline their workflow. They will be the main point of contact for customers during the trial, set up, use, and ongoing support.
Job brief
We are seeking a dynamic and proactive Customer Success Coordinator to join our team. As a Customer Success Coordinator, you will play a crucial role in engaging with potential clients who have shown interest in our software solutions.
What does a Customer Success Manager do?
This individual will play a fundamental role in the customer lifecycle. The primary responsibilities will include working with prospects and customers to answer questions, schedule and attend demos, and set up meetings with our onboarding specialist and coordinate notes, follow-ups, and next steps.
Responsibilities
- Proactively reach out to individuals who have expressed interest in our software solutions.
- Engage with prospects via phone calls, emails, and other communication channels to schedule meetings with our sales team.
- Coordinate meeting logistics and ensure all necessary information is provided to both the prospect and the sales representative.
- Follow up with prospects after sales meetings to provide additional information, answer questions, and address concerns.
- Create and maintain detailed records of prospect interactions, meeting schedules, and follow-up actions in our CRM system.
- Respond to customer support tickets promptly and efficiently, troubleshooting issues and providing solutions.
- Assist with other administrative tasks and responsibilities as needed to support the overall success of the sales and customer success teams.
- Outreach to customers who have previously shown interest in the software by registering for a free trial, visiting our booth at a tradeshow, or other qualifying factors.
- Answer customer questions about features and how the software works
- Educate clients on the setup, use, and ongoing administration of software
- Set meetings and perform effective online technology demonstrations and trainings
- Use critical thinking skills to connect prospects’ current processes and needs to features within the Contractor Accelerator’s technology.
- Use excellent written and verbal communication skills to answer questions and explain process workflows to prospects.
- Convert leads and free trial customers to paying customers to achieve quotas
- Identify trends and customer needs
- Respond to ongoing support requests from clients
- Suggest actual product changes that may enable better approaches to product-led growth
- Maintain accurate notes and customer information within CRM
Requirements
- Previous experience in customer-facing roles, preferably in sales, customer success, or support.
- Strong communication skills, both written and verbal, with the ability to engage effectively with a diverse range of individuals.
- Exceptional organizational skills and attention to detail, with the ability to manage multiple tasks and priorities simultaneously.
- Proficiency with CRM software and other relevant tools for managing customer interactions and support tickets.
- Experience working with blue-collar home repair contractors is a significant plus.
- Familiarity with SaaS sales processes and software solutions is advantageous.
- Proactive attitude and ability to work independently in a remote environment.
- Flexibility to adapt to evolving priorities and responsibilities in a fast-paced startup environment.
- 5+ years experience as part of a SaaS onboarding/product-led growth team
- Prior exposure in the construction/contractor industry is a plus
- Proven technology account manager, sales, training or other relevant experience
- Ability to connect with strangers
- Honest with a desire to "do-right-by" the customers
- Critical thinking and problem-solving skills
- Self-motivated and comfortable with technology
- Track record of over-achieving quota
- Strong phone presence and communication skills
- Proficient with web presentation tools
- Experience working with HubSpot or similar CRM
- Excellent verbal and written communications skills
- Strong listening and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- BA/BS degree or equivalent