The Role
Own customer success and sentiment for a portfolio of high-touch accounts, retain and grow revenue, troubleshoot and resolve issues, standardize/customize processes, identify efficiencies across operations and support, partner with sales on growth, manage account-level revenue and margin, provide coverage and project support, and lead special customer success projects.
Summary Generated by Built In
The Customer Success Manager II is the owner of Core Account Customer Success and Sentiment. You will own servicing accounts to retain revenue and support good performance for future growth potential. You are responsible for reviewing customer issues and building confidence with the customer where possible on education issues or disseminating the vision of customer success and opportunity across internal stakeholders and ensuring accountability to that success. You will analyze accounts that have customized, high-touch processes and work to streamline to standardized process. Where a customized process is necessary, you’ll look to identify efficiencies across operations, quality and support teams while improving the customer experience and financial health of the account. You will assist the Customer Success Managers as needed for out of office coverage and project related support. You will take on special projects related to customer success as needed.
What You Will Work On
- Customer Success Advocate and Performance Management:
- Proactively manage understanding your customer’s organization, value received from our services, their key players, expectations, hot buttons, workflow and technology for your top 20 accounts.
- Develop deep knowledge of Clear Capital’s product, process and performance so you can add value in discussions with customers
- Drill down to root cause on customer issues and partner with internal teams to find the right path to resolution
- Work in gray areas with good judgement calls on when to escalate (raise the flag internally) or de-escalate potential customer issues (lower the flag direct with the customer)
- Navigate high level investigations of data or files to drive escalation or de-escalation
- Identify growth opportunities and partner with sales to realize the opportunity
- Project manage and validate success for any necessary account alignment internally
- Revenue and Margin Management - Find opportunities to streamline process to make high-touch, low volume accounts more efficient
- Retain and identify revenue growth potential by understanding drivers and proactively managing
- Monitor monthly revenue and engage customers to thank them for increases or inquire about declines to identify requirements to win it back
- Monitor and manage healthy customer gross margins through review, education and outreach on internal practices as well as contract and pricing negotiation
For your top 20 accounts:
Who We are Looking For
- Demonstrated ability to perform duties outlined above
- Strong organization, follow through and follow up
- Self driven time management
- Ability to work independently and set or reset priorities
- Strong communication skills across listening, speaking and writing
- Ability to pull down and analyze data at a high level for turn time and quality trends
- Find process improvements and efficiencies
- Willingness to travel as needed to build relationships
- Strong project management skills and organization
- Enthusiastic, clear and effective communication style
- Cross organizational strategic partnership development
- Creatively clear roadblocks
- Ability to fiercely prioritize
- Effective relationship building with internal partners and customers
What You Can Expect
- Compensation: The base salary for this position ranges from $65,500 to $92,000 annually, depending on your location, experience, and qualifications. Additional compensation offerings include a company profit-sharing bonus program, communication stipends, and referral bonuses.
- Inclusive benefits package offering:
- Comprehensive medical, dental, and company paid vision insurance, 401(k) retirement plan with employer match, voluntary life and AD&D insurance options, voluntary supplemental insurances for accident, critical illness, and legal services, paid time off (PTO) and paid holidays, employee assistance and wellness programs, company paid short term disability coverage, company contributions to health saving funds (with participation in the high deductible health plan. We offer company-paid access to Galileo for virtual primary care and Rula for virtual mental health resources.
- Through our Anniversary Program, we celebrate the meaningful milestones and long tenure that reflect how much we value your contributions and commitment to our team.
- Career and skill development resources to help advance your career and personal growth.
- A mission-driven environment where your work makes a measurable impact on the real estate industry.
What We Value
- Wherever it Leads, Whatever it Takes® - No matter how remote, complex, or unexpected. Our commitment never wavers.
- Hire NICE people - Skills can be taught but character shines through. We seek those who bring integrity, kindness, and grit.
- Lift others up - We lead with empathy and strive to improve the lives of those around us.
- Sweat the details - Excellence lives in the little things. Getting it just so is how we make a big impact.
- Raise the bar - We don’t settle for industry standards, we redefine them.
Skills Required
- Proven ability to manage and retain high-touch customer accounts
- Strong written and verbal communication skills
- Ability to analyze account data to identify turn time and quality trends
- Strong project management skills and organization
- Demonstrated problem solving and escalation/de-escalation judgment
- Self-driven time management and ability to work independently
- Ability to identify process improvements and operational efficiencies
- Effective relationship building with internal partners and customers
- Willingness to travel as needed to build relationships
- Experience managing revenue and margin for assigned accounts
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The Company
What We Do
Clear Capital is a national real estate valuation technology company with a simple purpose: build confidence in real estate decisions to strengthen communities and improve lives. Our goal is to provide customers with a complete understanding of every U.S. property through our field valuation services and analytics tools, and improve their workflows with our platform technologies. Our commitment to excellence — wherever it leads, whatever it takes® — is embodied by nearly 800 team members and has remained steadfast since our first order in 2001.
