About Us
Green Bay Remodeling is building a modern brand in home renovation and construction. Ever since opening our doors back in 2012, we have focused solely on residential remodeling in the San Francisco Bay Area. As a leader in the construction industry, we provide custom design-build Renovation and use a comprehensive approach to offer a wide range of services for the projects we're involved with, from designing your dream space to providing all materials and completing all construction. Our all-in-one home improvement customized offerings combine design, materials, and construction for a fun experience and beautiful result that customers enjoy for many years to come. Our growing team is obsessed with helping customers elevate their homes all across the San Francisco Bay Area.
Role
We are hiring a Customer Success Manager with 4+ years of customer success experience. You’ll have a front-row seat to view the complexity of our mission and help us build industry-defining remodeling solutions while developing real estate mastery along the way. The ideal candidate is someone who is smart, hungry, high EQ, and excited to try working at an industry-leading company. This is a unique opportunity to get in at the ground floor of a fast-growing real estate company and ultimately set a new standard in the industry. You will develop and execute our pre-sale and customer management strategy, growth, and customer communications. In addition to creating a system and process, you will oversee a gold standard customer success specialists team. You will be a trusted expert in the journey of our customer from the lead to a sale. You will work directly with client prospects and cross-functionally with all aspects of internal organizations - marketing, sales, design, and construction to delight customers and build relationships. You are obsessed with customer delight, keeping promised project durations, and managing both customer and internal team communications.
Responsibilities
Own the journey of converting a lead into a customer to deliver value and excellence
Respond to customer inquiries and leads
Synthesize customer feedback and work with internal teams to respond to customer needs
Help coordinate and calendar onsite appointments for the sales team
Ensure customer escalations are quickly and properly addressed
Act as liaison between your team and executives including the CEO, CFO, and CMO.
Set expectations, handle objections, establish credibility with each customer interaction
Utilize technological tools like Salesforce and processes to monitor, analyze, and report on the new leads.
Report on the effectiveness of strategies and tactics to improve scores, reviews, and other customer success metrics
Optimize communications and process to create a best-in-class customer experience
Define and drive methodology and tools for the team
Monitor metrics for overall sales team as well as individual representatives
Monitor team performance to ensure both individual and team KPI deliverables are met.
Qualifications
4+ years of experience in handling clients
Strong leadership, strategic, problem solving, and managerial capabilities
Excellent communication, presentation, and interpersonal skills with the ability to deliver high-quality written and verbal content to different audiences
Excellent project management skills, including an ability to take inputs from a variety of internal and external sources and maintain up-to-date documentation
Experience with web-based products such as Salesforce, Zoom, GSuite, and Microsoft Suite.
Ability to thrive in an ambiguous, fast-paced setting without ready-made processes
Positive attitude with a desire to communicate with our customers before they have a chance to ask questions.
Nice to have - 4 year college degree