[Hiring] Customer Success Manager at 4Media

Job Description

At Guaranteed Estimates, our vision is to connect QUALIFIED homeowners with QUALITY roofing partners. We are committed to revolutionizing the roofing industry by providing human-verified appointments, ensuring that homeowners never experience a door slammed in their face again.

Our motto is “Work smarter, not harder.” We are a close-knit family on a mission to transform the roofing industry. Our primary objective is to change the way roofing appointments are generated and managed. We aim to make the process smarter, more efficient, and hassle-free for both homeowners and roofing partners.

The Account Manager plays a vital role in our organization, serving as a crucial link between our sales department and our valued customers.

In this role, you will be responsible for ensuring the successful onboarding of new customers, maintaining ongoing relationships with them as their primary point of contact, and keeping clients informed about the progress of their campaigns. You will also be tasked with creating and managing retention and referral programs to foster long-lasting relationships with existing clients.

Responsibilities:

• Client Onboarding: Take ownership of client onboarding after the sales team has closed the sale. Conduct video calls with new clients to guide them through the onboarding process.
• Client Support: Become the primary point of contact for clients, promptly addressing their questions and concerns in a retention-focused manner.
• Client Retention: Create and maintain a calendar of special events for each client (birthdays, client start date, anniversaries, milestones, etc.) and develop strategies to recognize and appreciate these moments, such as sending cards, emails, or making phone calls.
• Monthly Reporting: Send consistent, branded reports to clients highlighting positive aspects of their marketing campaigns. Utilize these reports as tools for both retention and sales efforts.
• Client Retention Strategy: Collaborate with business owners to refine and enhance the existing Client Retention Strategy. Bring new ideas to the table and implement strategies while tracking their effectiveness.
• Client Referral System: Work with business owners to improve the Client Referral System. Propose and deploy new strategies, and monitor the results to encourage client referrals.
• Monitor Results: Conduct weekly check-ins with teams for each client to ensure that the work aligns with pre-established objectives and promised results. Develop corrective plans as needed.
• Research: Continuously seek opportunities to enhance services, expand client reach, and upsell existing clients, all aimed at helping them achieve their goals more efficiently.

Requirements:

• 2+ years of Customer Success experience (Preferred)
• High School or equivalent education (Required)
• Maintain an in-depth understanding of the services provided by our outsource partners and how to measure success.
• Understand our sales process and align deliverables with client expectations.
• Proficient in data analysis and providing insights for improvement. Strong attention to detail and data cross-checking.
• Excellent communication skills for clear relay of ideas via phone and email.
• Ability to manage multiple projects concurrently.
• Problem-solving skills and the ability to provide effective solutions.
• Results-oriented with a commitment to meeting client needs.

Salary:
$36,000.00 – $48,000.00 per year

Benefits:
Flexible schedule, Paid time off

Schedule:
8-hour shift, Day shift, Monday to Friday

COVID-19 considerations:
This position is remote, so no additional COVID precautions are required.

If you are passionate about delivering top-notch client service, creating lasting client relationships, and helping shape the roofing industry’s future, we invite you to join our remote team as a Client Success Specialist at Guaranteed Estimates.

Apply today to be part of a mission-driven company with a dedication to “Work smarter, not harder” and make a lasting impact on homeowners and roofing partners alike.