Enterprise Customer Success Manager

Our collaborative and dynamic Enterprise Team is responsible for acting as trusted advisors to our Real Estate franchisors. In this role, you will work on a range of activities such as collaborating on solutions cross-functionally, driving customer adoption, and assisting franchise customers in identifying additional value-creation opportunities.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Take an active role in outreach and business-building initiatives with the goal of increasing customer satisfaction and retention.
• Execute individualized/segmented account engagement plans for driving growth and adoption of Lone Wolf solutions for franchise accounts.
• Demonstrate product knowledge surrounding the adoption and usage of Lone Wolf core products.
• Work with key stakeholders to establish strong business relationships.
• Maintain a regular cadence of contact to identify and address business needs and challenges, field requests, and actively recognize cross-sell and up-sell opportunities.
• Coordinate the involvement of company personnel to meet account objectives and expectations, escalating issues when necessary.
• Manage renewal activities for contracted customers.
• Prioritize and schedule work activities to ensure established targets are achieved or exceeded.
• Use product and industry knowledge to help fill customer knowledge gaps, guide customers to the use of help resources, and reduce support dependency.

Skills & Requirements

QUALIFICATIONS:

EDUCATION: Bachelor’s Degree preferred.

EXPERIENCE:

• 5+ years working within a Real Estate Industry role, preferably within a residential real estate brand or vendor with the primary customer as real estate franchise
• Proven success in a competitive or goal-oriented work environment.
• Experience advocating for customers internally

KNOWLEDGE/SKILLS/ABILITIES:

• Strong focus on customer satisfaction
• Strong listening and communication skills
• Ability to adapt quickly and problem-solve as priorities shift
• Strong time management and organizational skills
• Ability to successfully manage/execute multiple projects simultaneously
• Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy