Customer Success Manager

• Posted : 3 years ago

Headquarters: Remote

• We’re a simple, sales-focused CRM for real estate teams (and we use our own product)
• We’re a self-funded, profitable company started back in April of 2011
• We’re a remote company with a mostly US-based team
• We don’t just claim to be customer-centric - we live it:https://www.facebook.com/followupboss/reviews
• Check out our video on how we work:https://www.followupboss.com/about/

• We’re a young, ambitious company who only answers to our customers
• Opportunity to have a big impact on our growth and your career
• No red tape or pointless meetings
• Competitive salary, health/dental insurance and 20 days paid holiday, $1000 to outfit your home office, yearly company meetup

• You’re a people person who is able to build rapport instantly
• You’re a self-starter who can take initiative on new projects and ideas and run with them
• You have an entrepreneurial spirit: we are a small, agile team that constantly improves processes
• You would describe yourself as patient, empathetic and having a good sense of humor
• You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
• Superb written and verbal skills (with a professional yet fun demeanor).
• You consider yourself tech-savvy and efficient with SaaS applications
• You are genuinely excited when you help others hit their goals
• Great problem-solving skills, taking a consultative approach to find the best solution
  
  

• Self-motivated and proactive mindset.
• Remote work experience is considered an asset.
• Based in the USA, quiet home office with fast internet.
• 3+ years experience in a customer-facing success role (Support, Success, Account Management, or Sales).

• Your #1 priority would be helping our customers be successful with our product (& ultimately their business), get successfully setup and activated within their first 90 days of being a Follow Up Boss customer
• Hosting kickoff calls and training sessions with new customers to make sure they are getting the most out of the system - we call these strategy sessions because we focus on uncovering the biggest opportunities for our customers vs. product click throughs. 
• Calling, texting and emailing new customers proactively to make sure they are on the road to success with Follow Up Boss.
• Hosting (on rotation) our FUB 101 live weekly webinar
• Compiling product feedback and ideas to help our product and engineering team continue to improve our platform
• Becoming a keen, passionate expert in all things related to real estate lead generation, lead conversion, sales optimization and customer service
• Answering customer help tickets in the Onboarding queue
  
  

1. Learn the Follow Up Boss software & product offerings to be effective in the position
2. Complete all position-specific success tasks, setup, and initial training
3. Virtually meet all Follow Up Boss employees
4. Become familiar with our online customer facebook group - Boss Community
   
   

1. Host a minimum of five kickoff calls and training sessions for new customers (with support)
2. Answer 10-20 support tickets
3. Gain familiarity with our partners
4. Understand the top lead providers and how our customers work with them
   
   

1. Jump in the new customer onboarding rotation and own relationships with new Follow Up Boss customers
2. Complete training for the 101 Weekly webinar
3. Full ownership of accounts assigned to you

Skills

• lead generation
• account manager
• customer service