Client Success Manager (50+ Key Accounts)
Sales | New York, NY | Full Time
Awarded for four consecutive years as one of Crain's 100 Best Places to Work in NYC, LiveAuctioneers is the leading online marketplace for one-of-a-kind items, rare collectibles, and coveted goods. Our catalogue includes everything from Picasso paintings to Michael Jackson's moonwalking shoes.
Last year LiveAuctioneers helped facilitate nearly $12 billion of sales by connecting millions of the world's most knowledgeable collectors with 5,000 passionate sellers of extraordinary items.
Founded in 2002, LiveAuctioneers was the first in the industry to introduce mobile bidding, video-streamed auctions, and numerous enhancements to the online auction market. As LiveAuctioneers continues to be a pioneer in the sale of exceptional items, you have an opportunity to join a company led by a management team who had a hand in starting and growing market-leading companies like Google, Seamless, 1stdibs, Universal, and IBM.
And very fortunately, everything good about us is growing.
Seeking a seasoned and tech-savvy Client Success to foster existing relationships with key auction accounts.
Can you craft a gracious email, tactfully resolve a complicated customer service issue and compulsively document your work and correspondence? Are you comfortable making a sale, presenting new products and services to clients, and triple-checking that everything is going according to plan?
We are looking for a gifted shining star who can be passionate about delivering exceptional service while providing world-class client support to LiveAuctioneers’ most prestigious auction houses.
At the end of the day, your aim is to satisfy and impress our clients and leave them with greater knowledge and a sense that working with us is simply good business.
You will work across our various teams to facilitate client auction postings, negotiate advertising placements and solicit opportunities to provide greater value to your clients. You’ll play the role of liaison and ambassador to these key accounts.
Responsibilities include but are not limited to:
Sell in marketing and other value-added services
Onboard and manage auction house participation in new services and pilot projects
Own the concierge experience for our Prestige auction houses, guiding auction managers through onboarding and the entire auction lifecycle
Deliver world-class service to our clients & sellers via phone, Zoom and email. Handle emergency situations with utmost care and attention
Confidently compile and present competitive data to prove the case for paid advertising packages and sale promotion opportunities to existing clients
Diagnose customer needs and recommend appropriate and accurate solutions in a fast-paced environment. Provide urgent call support when needed
Foster strong relationships with your clients, constantly following up with courtesy calls/reminders while also communicating important updates
Communicate issues and opportunities to manager on a regular basis
Able to respond promptly to inquiries via telephone, ticketing system and chat
Able to multi-task, i.e., prioritize and manage multiple inquiries simultaneously
Ability to work independently and efficiently to meet deadlines in a fast-paced, high-performance environment
Ability to listen to customer needs and recommend appropriate and accurate solutions in a timely and thoughtful manner
Excellent verbal and written communication skills. (If grammar is a weakness, you will struggle in this position)
Ability to identify and extract key information from large data sets
3+ Years of prior customer service experience
Work schedule Monday through Friday 9am - 6pm ET
Able to work occasional on-call shifts as needed to assist with client auctions.
Must have valid drivers license
Minimum of 4 year college degree
Strong technical aptitude including expertise with Office suites, web navigation, CRM tools (preferably Salesforce & Desk.com), Zoom, Slack and online conferencing software
Experience working as an account manager and/or marketing ad sales a PLUS
Competitive base salary
Commission opportunities around ad sales
A great culture with catered lunches, happy hours, and events
Generous Vacation time
Company matched 401k
Healthcare and Dental Care
Fully stocked pantry
A team focused on creating an extremely social and engaging experience
A team of super stars who share your enthusiasm and passion for delivering quality support
A friendly, open and collaborative workspace