Client Experience Specialist

Luxury Presence is a VC-funded Stanford StartX-accelerated startup, building a premium platform to provide real estate agents with stunning websites, world-class marketing tools and services, and access to an exclusive network.

We wouldn’t have a business without our clients. Every day we come in determined to find solutions that help them find success and make their lives easier. We’re expanding our Client Experience (CX) team with a new Client Experience Specialist (CXS). It’s a critical role to help retain clients who have requested to cancel. The CXM is the last opportunity to save a client! 

Are you a customer-whisperer? We’re looking for a teammate who loves rolling up their sleeves, handling difficult client conversations and taking pride in finding solutions to retain a client.

Does this sound like you?

You’re gifted at:

• Quickly building rapport and trust, raising objections, and finding solutions

• Dealing with a diverse set of clients, from corporate marketers to sole proprietors – you love people, you understand them, and they can tell

• Managing multiple projects and challenges on different timelines by being highly organized through detailed notes, adept software skills, metrics and reporting

• Assessing situations, gathering all relevant information, and swiftly finding solutions

• Proactive outreach through high-level verbal and written communication

• Ensuring data quality and thoroughness of captured churn reasons so we can make data-driven decisions on the biggest areas for improvement

• Developing long-term strategies that drive your retention and expansion work, saving your decision-making energy because you’ve planned for as many scenarios as possible

• Active listening skills with strong verbal and written communication; customer empathy

• Working cross-functionally with every team throughout the organization

• Acting with a sense of urgency

• Prioritizing your day/schedule - well-organized

• Being adaptable, able to stay on top of things in an ever-changing environment - flexible

You have:

• 1-2 years in a client retention role, preferably at a SaaS company

• Familiarity with the residential real estate industry, and hands-on experience working with real estate agents and/or real estate technology is a plus

• Experience driving towards KPIs around retaining and growing client accounts

• A consistent track record of winning, you’ve saved clients, and you take great satisfaction in your wins

• 1+ years working with software, ideally web design or development, or marketing

You command:

• Calm energy in stressful situations, you realize people can be emotional and you don’t take it personally because at the end of the day, you care about finding a solution

• Closing out unfinished business, you can recognize when the best solution is the quickest solution, saving you, your client, and your team valuable time 

• Start-up hustle & teamwork

• Mondays 

Key metrics:

• Productivity:

◦ Retention Tasks Completed

◦ Time-to-Completion SLA

• Bonus based on your:

◦ Account Save Rate

◦ Saved ARR Rate

◦ Rate of Contraction ARR

• Team-based commission based on:

◦ Churn ARR below Threshold

Who we are: Luxury Presence is the real estate industry's most powerful marketing platform, providing award winning websites and cutting edge tech to the world’s top agents.

Founded in 2016 by Stanford Business School alumni Malte Kramer, Luxury Presence currently serves over 50,000 agents in the U.S. and Canada with its SaaS model — including over 20 of the top 100 WSJ real estate agents and teams. In addition, Luxury Presence is the official website partner to some of the industry's most powerful brokerages.

The Los Angeles-based SaaS company raised $25.9 million for its Series B round and recently announced $19.2M Series B-1. Bessemer Venture Partners led the round alongside fellow existing investors Toba Capital and Switch Ventures. Former Dallas Mavericks basketball player Dirk Nowitzki also participated in the round, along with other angel investors. 

Its solutions include stunning website design, an engaging home search tool, an agent-to-agent listing referral network, powerful content & SEO strategies, expert-lead social media management, and digital advertising for lead generation. In 2020, Luxury Presence was recognized as a Best Place to Work by BuiltinLA and by Inc. as the 322nd fastest growing private company in America and then again in 2021 — LP ranked 598th. 

Luxury Presence is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.