Customer Success Account Manager

Job Type

Full-time

Description

We are on the lookout for a Customer Success Account Manager to join our growing team!

Who are we?

Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer relationships, and efficiently manage teams. As a leader in our industry, we are seeking a highly motivated Customer Success Account Manager to join our team and drive growth within the industry! Join us on our exciting journey and help shape the future of technology within the real estate space!

What's the job?

The Customer Success Account Manager is responsible for managing the customer success of 100 or more clients and is the point of contact for all customer interaction post sale. Responsible for customer segment research including extracting data and analysis to develop recommended offerings, campaigns and services.

• Drive adoption of the Lofty CRM platform
• Trains and educates clients in an online group setting
• Acts as a strategic business partner - Conducts formal business reviews, reviewing account performance while providing areas of opportunity, product updates, and best practices.
• Monitors and project manages support tickets to ensure timely resolution
• Operate as a point of contact for all matters specific to our customers, proactively respond to customer requests, complaints, and needs as well as issue escalations as needed
• Communicate clearly the progress of daily / weekly initiatives to internal and external stakeholders
• Identify and grow opportunities within customer accounts and help sales team to ensure growth attainment, conduct monthly meetings with clients to review services, resources, success and make recommendations
• Develop new business with existing clients and / or identify areas of improvement to exceed team sales quotas
• Build and foster relationships with customers
• Maintain and update monthly billing for franchise locations and assists with corporate level billing
• Provide consultation on the development and improvement of clients marketing strategies via phone and email and video conferencing
• Recognize strengths and weaknesses with clients current marketing strategies and make recommendations for improvements
• Advocate internally for client needs

What's the work location?

You'll be based out of our stunning, light-filled headquarters in the Warehouse District of Downtown Phoenix-a 17,000-square-foot space designed for collaboration, creativity, and connection. During onboarding and training, you'll work in-office five days a week to build momentum, meet your teammates, and ramp up with hands-on support. Once key KPIs and performance metrics are met, you'll transition to a hybrid schedule of three in-office days per week-giving you the flexibility to balance focused work and in-person collaboration.

Requirements

What are we looking for?

Anything else? Absolutely! Benefits and Perks :

This is a place where every day we are inspired by our teammates, encouraging each other to be our best. The environment is friendly and supportive! And we feel it's important to reward our team with competitive pay and benefits. Here are some of the highlights :

Join our growing team and let's have fun building this business together!