Customer Success Manager

at  Class Valuation

Class Valuation, a leading tech-enabled and industry leading appraisal management company (AMC) since 2009, is seeking a Customer Success Manager; DataMaster Solutions.

JOB QUALIFICATIONS:

• Bachelor’s degree in business marketing, or a related field.
• Proven experience in customer success or account management role, preferably in the software industry.
• Experience using CRM software
• Real estate, lending and/or appraisal industry experience and knowledge is strongly preferred.
• Strong communication and interpersonal skills.
• Exceptional problem-solving abilities and a proactive mindset.
• Ability to manage multiple accounts simultaneously.
• Tech savvy; familiar with business process automations and excited about solving business problems with technology; Familiar with HubSpot or Salesforce or other similar business management software a plus

PURPOSE OF JOB:

As a Customer Success Manager at DataMaster, you will play a crucial role in supporting client acquisition, onboarding, training, and retention ensuring our clients derive maximum value from our appraisal data management software. You will be the primary point of contact for both internal and external audiences, responsible for building and maintaining strong, long-lasting relationships. The goal is to drive customer satisfaction, loyalty, and product adoption, ultimately contributing to the company’s growth and success.

RESPONSIBILITIES:

Essential Tasks:

• Support all outbound marketing and sales initiatives by working with the account executives and other personnel to execute related activities which may include calls, emails, surveys, or other similar communication.
• Documentation and Workflow: Utilize Customer Relationship Management (CRM) tools to initiate and document all interactions and communications with both internal and external constituents, on a timely basis, ensuring the integrity of workflows, reporting and analytics.
• Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth transition onto our software. Remind and direct customers to self-help options and encourage attendance at training webinars and other company-sponsored educational events.
• Customer Engagement: Proactively engage with customers to understand their goals, challenges, and objectives. Establish and nurture strong relationships with key stakeholders within client organizations. Create raving fans earning referrals, testimonials and other customer feedback that can be used in the feedback loop for sales initiatives and communication of product value proposition.
• Product Knowledge: Develop an in-depth understanding of our appraisal data management software and stay updated on new features and updates. Effectively communicate the value proposition of our software to clients.
• Product Testing: Support product development for multiple data product initiatives throughout the company. Participate in UX and User Acceptance testing as required.
• Product Development Liaison: Document and track requested product upgrades or development ticket resolutions keeping customers, development team and management apprised of backlogs, successes or roadblocks encountered. Suggest creative solutions, both temporary and permanent and advocate for customer requested features.
• Customer Issue Resolution: Act as a liaison between customers and our technical support team to ensure timely resolution of any issues or concerns. Proactively address potential problems before they impact customer experience. Customer issues include issues related to software but also to account management including billing, password management and general business inquiries.
• Feedback Collection: Gather customer feedback on product features, usability, and overall satisfaction. Collaborate with the product development team to advocate for customer needs and improvements.
• Renewal Management: Work closely with the sales team to ensure customer renewals and capitalize on upselling opportunities. Identify and address any potential renewal risks through proactive account management.
• Process Resource: Serve as a process resource, handle support questions for internal staff as well as customers. Create, update, and keep the standard operating procedures in a living document for operational efficiency.
• Proactive Mindset: The Customer Success Manager thinks pro-actively, anticipates customer needs and provides consultative advice including communicating about future industry initiatives, compliance changes and workflow optimization using the data software tools.