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Customer Success Manager

Customer Success | Chicago, IL | Full Time

Job Description

ShowingTime is the market leader in cutting-edge showing management, feedback, recruiting and analytics solutions for the residential real estate industry. We have supported the evolving needs of real estate agents, brokers, offices, associations and MLSs within the U.S. and Canada for nearly 20 years.

ShowingTime provides an array of solutions for real estate professionals, including its online scheduling platform, a live appointment service option available 24/7/365, recruiting tools for brokerages and in-depth analytics.

We're looking for a Customer Success Manager to help us respond to growing market demand for our products. In this role you will be responsible for on-boarding and retaining our office and firm accounts. Specifically, you will:

 

  • Manage training and implementation of service for new customers, ensuring high adoption and engagement
  • Utilize product knowledge to address high level customer inquiries and provide superior outcomes driven customer service to clients
  • Influence and build rapport with key decision-makers in order to become their trusted advisor.
  • Analyze account usage and develop communication cadences with accounts to foster high engagement and maximize retention
  • Deeply analyze business needs of customers and work directly with sales to identify upsell opportunities
  • Communicate with customers proactively to drive strategic value, expand solution adoption, and recommend best practices to optimize customer experience
  • Manage assigned workload on a daily basis, while being able to effectively prioritize tasks
  • Work on other projects as they are assigned

 

To be successful in this role you will:

 

  • Have 3 + years of experience in Customer Service, Customer Support, Customer Success, or Account Management (preferably in a SAAS or XAAS environment)
  • Have a Bachelor’s degree, or commensurate work or military experience
  • Have the ability to build and foster strong relationships with customers, both over the phone and in person
  • Have passion for identifying clients’ desired outcomes and assisting customers in reaching those outcomes
  • Have excellent verbal and written communication skills
  • Be passionate about technology and have motivation to learn and master product knowledge
  • Have the ability to self-manage and have excellent time management skills
  • Be an articulate and engaging presenter via webinar and in person
  • Have strong attention to detail and critical thinking
  • Willingness to travel up to 25% of the time to on-site client visits, on-site training, and/or industry events
  • Have a positive attitude and a desire to work in a collaborative environment
  • Be proficient in using the Microsoft Suite of Word and Excel

 

 

Customer Success Managers at our 550 W. Jackson location receive:

  • Stock Options
  • Base salary
  • KPI based additional compensation
  • Annual goal-based incentive bonuses
  • 401k with matching
  • Medical, dental and other benefits
  • Employee Wellness Program
  • Employee referral bonuses
  • Free access to our fitness room in the same building
  • Mentorship and transparent career path

ShowingTime is an equal opportunity employer and values diversity in the workplace.  Those who have served our country in the Armed Forces are encouraged to apply!  Your privacy and confidentiality are important to us (M/F/D/V)