Account Representative

About Buildout

Buildout is a family of CRE software products and services that help the best brokers to find, win, market, and transact properties to maximize their deal efforts and maximize wins. Our core belief is that successful commercial real estate is broker-led, but tech-enabled. That we play a critical role in maximizing the brokers time to focus on what they do best. As a result, Buildout has become the not-so-secret weapon for more than 150,000+ brokers and investors. Ultimately, we exist to serve the entire CRE industry and because of that unwavering focus, all the best brokers use Buildout. Learn more about who we are, what we do, and why we’re changing the face of CRE tech on our website: https://buildout.com/. 

The Opportunity

You’ll be on the front lines of our most ambitious play yet - scaling our account management function for our single seat, smaller customers. As a member of the team, you’ll be living in our customer success tool, ChurnZero, closing renewals on time, identifying upsell opportunities, and triaging account escalations. 

How You’ll Contribute at Buildout

• Responsible for automated account management across SMB accounts

  • Own contract tracking and renewal timelines, pushing price increases, pursuing upsells, and retaining customers based on customer contract terms and customer health, heavily leveraging automation and playbooks built for this segment

  • Act as the human escalation point for critical customer triggers, cancellation requests and jumping on the phone as needed

• Collaborate closely with our Customer Success Operations Coordinator 

  • Identify system improvements to help you operate at peak capacity 

  • Strategize on content needs, based on insights gleaned from customers and ideas for hitting retention and upsell goals

• Collaborate closely with our Support team to resolve Support related issues 

• What good looks like: Retention rates, upsell rates

What You’ll Bring to Buildout 

• 1+ Year of experience in a customer-facing or SaaS operations role

• A love for all things systems and operations

• Strong customer communication skills

• Willingness to hop on the phone if the situation arises

• Ability to work in a fast-paced environment, energized by the thrill of change

• Critical problem solving with unhappy customers 

We know there are great candidates who won’t check all of these boxes, and we also know you might bring important skills that we haven’t considered. If that’s you, don’t hesitate to apply and tell us about yourself.

Perks & Benefits 

This program includes:

• Impactful insurance and benefit options, including 100% coverage of employee dental and vision insurance premiums, and company-paid STD, LTD, life insurance, and telemedicine

• Policies that support a healthy work/life harmony, including Flexible PTO, 14 paid company holidays, paid parental leave, and give back days

• 401(k) with 4% company match and immediate vesting

• A remote-first work culture with a monthly remote work reimbursement to support our distributed team

• Challenging problems to solve with a committed and supportive team who are invested in your growth and development

• A wonderfully quirky culture where you’re encouraged to bring your whole self to work

Buildout is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. 

If you need a reasonable accommodation for any part of the employment process, please contact us by email at accommodations@buildout.com and let us know the nature of your request and your contact information and we will consider your request. 

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