Client Success Account Manager

The Client Success Account Manager role is focused primarily on retaining clients and providing them with an exceptional experience using our system. Client Success Account Managers are responsible for ensuring 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 do not have to have prior experience working at software or marketing companies, but should be relatively 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 quick-thinking, detail-oriented, patient, positive, and thoughtful.

Requirements:

• Strong English written and verbal communication skills - clients are all English speaking /Based in the US and Canada
• Previous experience in a customer service, coaching, training, client success or account management role
• Experience managing a book of business up to ~100 clients
• Track record of developing meaningful relationships with customers
• Ability to facilitate the solution to complex issues and requests
• Proactive, goal oriented mindset
• Professional manner
• Consistent work habits and strong work ethic
• Strong technical and organizational skills
• Ability to multitask, and work independently toward deadlines
• Strong attention to detail
• Positive demeanor, trustworthy character
• Ability to take the initiative and see projects and tasks through to completion
• Ability to understand and convey detailed information about our services and systems
• Understanding of real estate and the real estate profession a plus, but not necessary

Responsibilities:

• The primary responsibility of this role is to manage the client relationships within the Customer Success Manager’s book of business.  All clients are English Speaking and based in the US and Canada
• Assume primary responsibility for an assigned segment of our client base, provide backup assistance for other teammates' clients.
• Call and email all clients in a timely manner to provide a high level of customer support
• Develop great client relationships that aid in client retention
• Speak confidently and professionally while working through escalated issues or troubleshooting problems
• Follow up consistently with all clients as needed
• 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
• Primary KPI is Net Revenue Retention - drive results through having upgrade conversations and collaborate with revenue driving teams

System Requirements:

• Processor should be 2.4 ghz and above, Intel core 5/7 or equal is highly required
• Ram should be at least 8 gig with 100 gb Free disk space
• Should have a back-up Computer with the same specs
• A Headset with noise cancelling feature is a must
• At least 10 mbps & up wired connection for main isp
• Back up internet is a must (strictly no USB Sticks allowed)

Shift Schedule: 9AM - 6PM Pacific Standard

Rate: starts at PHP 50,000 depends on experience , 20% variable comp plan

MAGIC WORD: YLOPER

https://www.ylopo.com/about-us

https://www.ylopo.com/ph-culture-page

Tags