JOB SUMMARY:
With the diverse landscape of the real estate industry, we want diverse talent! We want to celebrate each other’s individuality and embrace our differences to enrich our commonalities and relationships throughout our organization, and we want you to be a part of that.
Lone Wolf is seeking a highly motivated and experienced CUSTOMER SUCCESS SPECIALIST (CSS) to join our team. The ideal candidate will grow partnerships that allow for a deep understanding of customer needs and challenges, with the goal of creating value-based outcomes. Reporting to the Associate Director, Customer Success, the CSS will work within their pod of Customer Success Managers and Customer Success Specialists to support strategic Lone Wolf customers, at all points in their journey.
This individual will be an advocate and strategic partner for our customers, driving towards their short- and long-term goals.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
Customer Relationship Management:
Serve as the primary point of contact for assigned strategic accounts and cultivate long-term relationships and customer retention
Act as customer advocate within Lone Wolf Technologies, collaborating across departments to address customer needs
Account Management:
Develop successful strategies to help Lone Wolf customers to achieve their business objectives
Ensure timely and satisfactory resolution of escalated issues
Proactively communicating updates, reporting and solutions accurately and appropriately to maintain customer confidence
Engage with customers through phone and email channels to support ongoing account needs.
Partnership Building:
Understand the customer’s business objectives and challenges and provide consultative recommendations offering insight to drive additional value and ROI for the client.
Forecast and manage renewal and encourage long term client relationships
QUALIFICATIONS:
EDUCATION: BA/BS Degree in a related discipline or equivalent experience
EXPERIENCE: 2 - 3+ years' experience in Customer Success role, preferably in the real estate industry
KNOWLEDGE/SKILLS/ABILITIES:
Self-motivated, collaborative, and creative team player with innovative ideas to inspire customer adoption and loyalty
Proactive & work with a sense of urgency
Strong analytical and problem-solving skills
Have a customer first mentality
Demonstrate business acumen and industry knowledge
Coachable and curious with a growth mindset
Strong interpersonal skills and experience initiating and building positive relationships
Excellent individual and group presentation skills as well as written and oral communication skills
Strong organizational and time management skills with the ability to manage multiple projects simultaneously
Experience with Salesforce, MS Office solutions, and SaaS industry preferred
Ability to function at a high volume, always evolving business environment while maintaining a positive attitude
We’ve become the largest real estate software company in North America. Our products provide our clients with a competitive advantage in today’s market and nearly 10,000 offices are utilizing our feature rich, fully integrated windows and web-based software solutions.
