Customer Success Specialist

JOB DESCRIPTION – CUSTOMER SUCCESS SPECIALIST

Department: Revenue – Customer Success

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.