Junior Customer Success Manager - Books

OUR ORIGIN STORY 🎂
In 2011 SkySlope started as an idea born at the kitchen table of our CEO, with just him and two others. Headquartered in Sacramento, California, we have since grown out of our previous 3 offices and many of our close to 150 employees are spread all across the United States. Those 150 employees support close to 300,000 users across 5,000 offices nationwide and now in Canada as well. Included in that is 8 out of the 15 largest Real Estate Brokerages in the nation.
But, despite being happy with what we’ve achieved we know that as industry leaders in our space there’s a lot of work left to be done. All of the growth and success that has happened is a result of us obsessing over building cutting edge software that makes the Real Estate world a better place. We know this only happens by hiring people who don’t just come up with out of the box ideas but hiring people who actually see those ideas through and bring them to life. As we’ve grown, we’ve been fortunate enough to hire plenty of people who possess that quality and realize it’s equally important to hire people who can pair that skill with empathy, collaboration, and a keen sense of urgency. If you’re looking to join a company where you can have real impact and surround yourself with an incredible team of people then look no further.                                                                                                                                                                                                                
SKYSLOPE’S CORE VALUES 💪🏻
These are the principles that helped us get to where we are and they are the principles that will guide us to where we want to go in the future. You can apply them to your professional life, your personal life, to any business and any situation. In no specific hierarchy, our core values are:
Awareness | Execution | Obsession | Ownership | Humility | Radical Candor | Urgency | Greatness | Inches I Fun
Learn more about our core values from our CEO, Tyler Smith here!                                                                                                                                                                                                                
Purpose:The purpose of the Junior Customer Success Manager (JCSM) is to launch Small to Medium customers and provide exceptional and dedicated support to Medium customers post-launch. Specifically, this involves building and maintaining rapport, proactively reaching out, analyzing data, training and providing consultative expertise on SkySlope products. The JCSM’s primary goal is to retain customers to the best of their ability. 

Essential Functions

• Responsible for meeting ALL role expectations listed HERE
• Responsible for the onboarding process (process call, training, launch) for any assigned new customers 
• Responsible for building and maintaining rapport with clients to ensure a high user adoption rate and act as the main point of contact for each of their assigned clients
• Responsible for performing proactive reach outs to their accounts to assess health of the account and to identify future needs and growth opportunities
• Responsible for analyzing account specific data via CSM dashboards to evaluate the health of a client and take proactive steps to increase their engagement and retention
• Responsible for semi-annual and quarterly business reviews as assigned by Leadership
• Become a SkySlope domain and product expert in order to consult on Best Practices

Other duties: 
• Customer issue troubleshooting and follow up
• Creating video tutorials as needed
• Reach out to eligible customers for upsell opportunities

Competencies

• All team members are always encouraged to think outside the box and pursue opportunities to go above and beyond their job description and these baseline expectations, in order to make our customers' lives better.
• Time Management and organization skills
• Excellent oral and written communication skills
• Problem solving and solution identification skills
• Ability to follow directions
• Patience
• Positive attitude
• Self motivated
• Technical capacity
• Detail oriented

Required Education and Experience

• Customer service experience required
• 1-2 years of administrative and office experience
• High School diploma and some college preferred

Additional Information

• Supervisory Responsibility: This position does not have any direct reports.
• Work Environment: This