Customer Success Manager

Our Vision

We connect QUALIFIED homeowners with QUALITY roofing partners.

Our Mission

Our family is on a mission to change the roofing industry with human verified appointments, so you never get a door slammed in your face again. “Work smarter not harder.”

Our Focus

Our Passion: Taking lead generation to the next level

Our Niche: Empowering roofers to do what they do best, sell roofs!

Our Values

We Build Relationships that Simplify our Clients Lives: Our clients are the heart of our business and our most important stakeholders. We strive to not only meet but exceed their expectations with every lead we provide and appointment we set.

We Exhibit Quality: What we do, we do well.

We Promote Team Member Growth and Positivity: Our success is dependent upon the collective energy, contributions and compassion of all of our Team Members.

We Hold Ourselves Accountable: We are consistently open, honest, ethical and genuine.

Role (Overview Of The Position):

This position involves supporting the sales department with onboarding of new customers; working with customers on an ongoing basis as their primary point of contact; sending scheduled updates to all clients on the progress of their campaigns and creating and maintaining retention and referral programs to retain existing clients.

*Responsibilities (Tasks Associated With The Role):

• Client Onboarding: Responsible for taking over client onboarding once the sales team has closed the sale and has filled out any required onboarding documents. This includes meeting with the new client on a video call and walking through the onboarding presentation.

• Client Support: Once introduced as the primary point of contact, you will be responsible for answering all client questions and addressing any concerns in an efficient, retention based manner.

• Client Retention: Create and maintain a calendar of ‘special events’ for each client (birthdays, client start date, anniversaries, first 100 leads, benchmarks and goals etc.), and facilitate ways to recognize these dates, such as sending cards, brownies, emails or a simple phone call. We want clients to feel like we’re an integral part of their business and to know that we’re always thinking of them and have their goals in mind.

• Monthly Reporting: Send timely and consistent reports to clients highlighting positive aspects of the campaigns we’re running. All reports should be sent on the same schedule, and in the same format - branded to the company and reports should be used as a retention and/or sales tool where appropriate.

• Develop and Maintain a Client Retention Strategy: Work with business owners to continue refining and improving existing Client Retention Strategy. This will mean bringing new ideas to the table at monthly meetings and having a plan to deploy new strategies and a way to track the results of those efforts.

• Develop and Maintain a Client Referral System: Work with business owners to continue refining and improving existing Client Referral System. This will mean bringing new ideas to the table at monthly meetings and having a plan to deploy new strategies and a way to track the results of those efforts.

• Monitor Results: Performing weekly check-ins with teams for each client to make sure the work being done is meeting pre-established objectives and is getting the results we promised to the client. If it’s not, figure out a plan to correct this so when our monthly reports go over, everything is in alignment with what was promised.

• Research: Always be on the lookout for ways to improve our services and process. Also for ways, to reach more clients, and to maintain or upsell existing clients in ways that help them to achieve their goals even faster.

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*Results (Expected Accomplishments):

• Have clients onboarded within 24 hours of being closed.

• Provide timely responses to client inquiries. This means responding within 30 minutes during typical working hours, and within 12 hours during off times.

• Provide detailed and insightful feedback on results from monthly marketing initiatives for client. Be able to focus on the positive aspects of their results, and frame all efforts in a positive light. Should recognize benchmarks, and look for opportunities to increase our clients perceived value for the service we provide.

• Track and report on client results during weekly meetings - highlighting which clients need attention and which ones are doing amazingly well (so we can reach out and leverage these results for retention and referral opportunities).

• Maintain and improve our existing systems for streamlining customer onboarding, support, retention and referral programs.

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*Requirements (Expected Proficiencies):

• Maintain an in depth understanding of the services our outsource partners provide, and how to measure success

• Must understand our sales process and keep deliverables in alignment with client’s expectations (what we promised them)

• Data analysis and providing insights for improvement

• Strict attention to detail and cross checking data

• Excellent communication skills and ability to relay ideas clearly

• Must be friendly and able to clearly communicate with clients by phone and email

• Ability to manage multiple projects consecutively

• Ability to problem solve and provide effective solutions to issues as they arise

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The job description is not all-inclusive and certain activities, duties or responsibilities may be required of the contractor as needed.
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Work Location:

• Fully Remote

Job Type: Full-time

Pay: $2,500,000.00 per month

Application Question(s):

• We are only looking for team members that would identify as "hungry" in their personality. Would you consider yourself a self-starter looking for a challenging but rewarding position or a position that you can easily master?

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 5 years (Preferred)