Customer Success Manager

Job Title: Customer Success Manager
Hours: 9 AM- 5 PM EST (Monday-Friday)
Reports to: Head of Customer Success and CEO

ABOUT US:

Invelo was created to fill a critical void in the real estate industry, which combines an intelligent CRM with a full marketing engine, education, and community. We have developed strong partnerships in the industry and we are on a rapid growth path. (Click to view/)

UNIQUE OPPORTUNITY

As an early-stage company, Invelo provides an incredible opportunity for employees to directly impact the growth of the business. Employees will help develop the fundamental building blocks of the business and contribute to the organization’s vision through creativity, desire, and scrappiness.

ABOUT THE ROLE

Customer Relationship Management

1. Manage the onboarding process to quickly demonstrate time to value, drive adoption and ensure customer retention with the Invelo platform
2. Provide proactive account management and maintain a positive health score for customers, including regular check-ins to asses customer satisfaction and address any concerns
3. Increase company revenue through identifying and developing opportunities to upsell with customers, ie: offering professional services, upgrade plan, and execute marketing
4. Use customer performance indicators and understand customer and system problems to ensure renewals and reduce churn, taking proactive steps to address any potential risks to customer success
5. Develop and maintain long-term business relationships with real estate professionals to drive advocacy like referrals, testimonials and case studies
6. Provide high levels of support via online chat and virtual meetings to ensure customers have the optimal experience
Collect customer requirements and feedback to relay to the product and engineering team
7. Showcase newly released features, maximize the usage of relevant features and highlight product roadmap when needed

Inbound and Outbound Sales

1. Develop a deep understanding of the Invelo platform to effectively communicate features, benefits, and value proposition for real estate professionals
2. Demonstrate knowledge of the real estate investing industry, including different investment strategies
3. Respond promptly to inbound leads through various channels like email, phone and chat
4. Identify prospects and target accounts based on lead scoring, using various outreach methods like cold calling, SMS, and email outreach
5. Document relevant information about the customer’s requirements and investment strategy while maintaining accurate records of interactions, lead status and other customer details
6. Conduct product demonstrations to qualified prospects and leads
7. Address any concerns or objections the customer may have and provide compelling reasons to move forward
8. Utilize persuasive and sales techniques to encourage customers to activate a paid subscription
9. Gather feedback from sales interactions and convey roadblocks to Invelo team

ABOUT YOU

1. Must have proven CSM or account management experience
2. Must be comfortable with outbound and inbound sales and motivated to hit assigned goals.
3. Bachelors degree or equivalent work experience to maintain high level of performance
4. Strong communication, interpersonal, and problem-solving skills, with high emotional intelligence
5. Ability to understand and communicate technical concepts effectively
6. Experience with CRM software or customer success platforms is a plus
7. Previous experience working in the SaaS space is REQUIRED
8. Experience in real estate is a plus but not a requirement

APPLICATION PROCESS

1. Loom Video: Using Loom (or a similar tool), record a 2-3 minute video where you explain how to complete a simple task in a software application of your choice (paste the loom video link in your application proposal)

2. Answer the initial screening questions.
– Why are you interested in applying for this position?
– Tell me about a time when you had to de-escalate an unsatisfied customer
-Could you please tell me about your experience working in SaaS

Thank you and looking forward to seeing your application!