Core Customer Success Manager – APAC
Remote
Client Success Manager
Ylopo
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 per year
Job Level
Mid-LevelSenior
About the role
- The primary responsibility of this role is to manage the client relationships within the Client Success Manager’s book of business, giving their clients “white glove service” where they will consistently feel that you as their CSM goes above and beyond each time.
- Triages requests to the appropriate team in a timely manner and reports back to the client with regular updates until resolved.
- Holds recurring (monthly) zoom meetings to deliver updates, discuss goals and progress as well as how to maximize use of the MaverickRE system.
- Call and email all clients in a timely manner to provide a high level of customer support
- Develop strong client relationships.
- Speak confidently and professionally while working through escalated issues or troubleshooting problems.
- 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.
- Facilitates training for new agents.
- Main monthly KPI’s that track proactive outreach to all clients, maintain a retention of 3.5%, and 90 readiness for new clients onboarding.
Requirements
- Previous experience in a customer service, coaching, training, or account management role with an emphasis on relationship management and relationship growth
- Ability to facilitate the solution to complex issues and requests with a strong attention to detail and strong written and verbal communication skills.
- Proactive, goal oriented mindset
- Consistent work habits and strong work ethic
- Strong technical and organizational skills
- Ability to multitask, and work independently toward deadlines
- Must be the type of person who chooses to pick up the phone to speak to someone instead of emailing them
- High-energy and motivating by nature
- Team player, passionate and gains satisfaction in helping others, whether internal or external customers
- Needs-based probing skills – ask questions to gain knowledge about business
- Ability to coach and consult VIP clients on the basics of building a strong system with Ylopo in order to continue growing their business
- Diligent at documentation to support clear, articulate verbal/written communication to internal team and clients
- Undergraduate degree preferred
Benefits
- starting pay from $55K + plus bonus depending on experience
- medical, dental, and vision benefits
- paid holidays, vacation, and sick days
- a 401(k)
- paid monthly parking (if applicable)
- an extremely nice, supportive group of people as your co-workers
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
client relationship managementproblem solvingcommunication skillsattention to detailgoal orientedmultitaskingteam playercoachingconsultingdocumentation
Certifications
undergraduate degree
