Client Success Manager

We are CREtelligent

At CREtelligent, we combine comprehensive commercial property data sources, predictive analytics, in-house CRE experts, and cutting-edge due diligence technology. Our talented and motivated team is dedicated to disrupting a multi-trillion-dollar industry. We offer end-to-end CRE due diligence solutions to revolutionize underwriting and enhance the commercial loan process for the Financial and Corporate real estate industries. 

Who We’re Looking For

As a member of the Client Success Team, you will serve as a strategic partner dedicated to understanding your clients' business goals and needs while providing comprehensive account management.  Your responsibilities will encompass account growth and support, driving utilization of our RADIUS ordering and property research platform among new and growing users, ensuring client satisfaction, and offering strategic proposal support.  You will also collaborate with internal departments, including sales, to drive continuous improvements in client growth and client experience.  

How You’ll Make an Impact

Client Success Strategy and Customer Satisfaction:

• Partner with Client Executive (CE) to support new client/account strategy including internal MSA coordination, client due diligence policy and practice requirements, order and project expectations, workflow and communication preferences, new client and new user onboarding sessions
• Communicate with existing clients to understand and update internal awareness of their needs (policy and preference), educate on platform and service offerings, and explain product value through outbound calls, emails and virtual sessions
• Develop and foster order volume growth by educating clients about our platform and service offerings and the decisioning process for report needs based on client and property usage, industry standards, and/or lender policy
• Field incoming client calls, RADIUS chats, and emails, educating to platform and service offerings while ensuring a quality customer experience
• Qualify and fulfill product Inquiries, educating potential clients to company value proposition, platform, and service offerings while qualifying potential leads for account expansion with a Client Executive (CE)
• Generate competitive client proposals through an understanding of effective pricing strategy and direct communication with staffing and network resources
• Provide ongoing support for product, pricing, and usage while fostering strong customer relationships to drive growth in retention, order volume, and order diversity.
• Collaborate with internal departments to facilitate client project fulfillment
• Resolve customer concerns, questions, and track issue resolution for process improvement

Qualifications

• 5+ years’ experience in client service and/or account management roles
• 1+ years’ experience with commercial property due diligence through customer service, underwriting or other role involved in the process
• CRM experience or similar client data repository