Account Manager - Client Success (Phoenix, AZ)

Job description

Account Manager / Client Success Specialist (Phoenix, AZ)

Ylopo, LLC is a rapidly growing marketing and technology company providing internet marketing services and proprietary lead generation and engagement software to successful real estate agents across the country. We are seeking an outgoing, tech savvy individual to join our growing team.


At Ylopo we highly value our clients’ success and the client success team obviously plays a major role in ensuring that success by providing exceptional service, proactive client engagement and coaching, collaborating across departments, and always looking out for ways we can improve our product and the clients’ experience. We also highly value our team members, and have a lot of great perks such as fun team events, team lunches / happy hours, office snacks, work from home Fridays, and a generally caring and supportive environment dedicated to learning and growth.


The account management role is focused primarily on retaining clients and providing them with an exceptional experience using our system. Account managers are responsible for ensuring our clients are properly trained and educated on our product, feel supported in their business needs, and have a team member to go to for escalated issues and requests.


Candidates well-suited to this role will have a track record of being client-focused and proactive, providing exceptional service, both internally and externally within an organization. They will have excellent communication skills, both through email/tickets and over the phone. Candidates do not have to have prior experience working at software or marketing companies, but should be relatively tech savvy, have a healthy interest in new technologies, and should feel comfortable learning new software and learning to troubleshoot issues with clients. Most importantly we’re looking for candidates who are quick-thinking, detail-oriented, patient, positive, and thoughtful.


Ylopo’s rapid growth means that the work is fast paced and there’s never a dull moment, while Ylopo’s relatively small size means we highly value each individual team member and care deeply about their personal development and happiness at the company.


Requirements

Qualifications:

  • Undergraduate degree preferred
  • Previous experience in a customer service, coaching, training, or account management role
  • Ability to facilitate the solution to complex issues and requests
  • Proactive, goal oriented mindset
  • Professional manner
  • Consistent work habits and strong work ethic
  • Strong technical and organizational skills
  • Ability to multitask, and work independently toward deadlines
  • Strong attention to detail
  • Strong written and verbal communication skills, ability to work well in a small group setting
  • Positive demeanor, trustworthy character
  • Ability to take the initiative and see projects and tasks through to completion
  • Ability to understand and convey detailed information about our services and systems
  • Understanding of real estate and the real estate profession a plus, but not necessary

Responsibilities:

  • The primary responsibility of this role is to manage the client relationships within the Account Manager’s book of business
  • Assume primary responsibility for an assigned segment of our client base, provide backup assistance for other teammates' clients.
  • Call and email all clients in a timely manner to provide a high level of customer support
  • Develop great client relationships that aid in client retention
  • Speak confidently and professionally while working through escalated issues or troubleshooting problems
  • Follow up consistently with all clients as needed
  • Work closely with our product support team to investigate issues and software bugs and solve or escalate problems appropriately
  • Evaluate our clients’ “client health” and proactively schedule and conduct check in calls with them
  • Complete special projects or become the subject matter expert for new parts of our product
  • Learn the ins and outs of our product and the real estate space, and be able to speak confidently to those subjects
  • Collaborate with sales, billing, marketing, international, and technical teams on special projects

Applicants for this position must be located in Phoenix, AZ. This role is currently fully remote due to current events, but normally is located at an office in central Phoenix and offers one day per week work from home and semi-flexible schedules. Some small amount of long distance travel may be required for training, client events, or meetings at company headquarters.


Compensation and full benefits include starting pay in the $46K-52K depending on experience; incentive bonus potential up to 25% above base salary;; medical, dental, and vision benefits; paid holidays, vacation, and sick days; a 401(k); paid monthly parking (if applicable); and an extremely nice, supportive group of people as your co-workers.