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$ salary commensurate with experience /yr

Customer Journey Specialist

  • Full-Time
  • Remote
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About Clientown

Clientown was created to provide a better way for Real Estate professionals to develop deep and meaningful connections to their clients.

Our CRM tools provide a win-win between Realtor and their clients, with equal measure of tools for each to foster a spirit of reciprocity not seen in the Real Estate industry. These tools feature out-of-the-box solutions that enable agents to scale and automate their efforts, and to help agents stand out and become known within their region.

In addition to our many CRM tools, we also provide training resources to level up Realtor’s skills to become supercharged agents. Additionally, we provide training and guidance on how to take your Real Estate business to an online video platform to become a successful content creator.

All these resources are intended to develop a strong pipeline of engaged client leads to help you sell more homes and feel more human.

The Clientown Way

While every member of the Clientown team is very different, we all share a very common DNA. Helping agents create and maintain a profitable, happy and successful Real Estate life is the common denominator we all love and share.

Overview

Our Customer Journey Specialist are our frontline of personal engagement with our customers. They serve to ensure each customer understands the potential value to their business by utilizing our CRM tools to the greatest extent possible. To identify their goals and objectives and align our support resources to ensure their path to success is achieved.

Our Customer Journey Specialists are critical team members focusing on customer retention, customer value, and community building.

What's good about working at Clientown

Much like our Clientown products, we foster a corporate culture of win-win, a spirit of reciprocity, inclusiveness and collaboration, resulting in a strong sense of one-team as we work collaboratively together with our Realtor customers and their clients. Collectively we are all part of Clientown.

At Clientown we offer paid time off and paid holidays, opportunities for growth within our growing startup, and offer the ability to work from home.

Responsibilities

  • Serve as an internal expert of our Clientown CRM tool in order to educate customers
  • Help buildout and enhance internal processes as we launch our customer onboarding and client success programs
  • Create procedures and workflows for our Client engagement and onboarding process
  • Develop How-To documents and Video Tutorials to aid our customers in the utilization of our many Clientown CRM tools
  • Automate and maintain email messaging to new clients to ensure they are prepared with information required for their onboarding meeting, such as client contacts & lead data
  • During onboarding sessions, identify what the customer perceives as the most important attribute of our CRM product offerings and what led them to make a buy decision at a particular price/options tier, and if required, clarify the value benefit of each tier to ensure customers are best aligned with our products to meet their needs
  • Continue engagements with new and existing customers through 1:1 and 1:many initiatives to understand their priorities and desired outcomes and develop action plans and workflows to ensure they are on a path to achieving these goals and objectives and to provide resources, coaching, and support to ensure successful Time to Value (TTV) outcomes
  • Proactively engage with customers to ensure that our customers are delighted with their Clientown experience and getting the highest achievable value
  • Collaborate with other team members and functions to continuously improve customer solutions and value
  • Make sure our customers do not feel like transactions, but rather feel like we are partners in their success and they are valued members of the Clientown Community
  • Identify and report any software bugs or UI/UX challenges our customers encounter
  • Define and monitor KPI’s and insights of our customers utilization of our CRM tools to help identify where additional guidance and follow-up is needed when risk is present of customers getting stuck and not progressing in utilizing our tools for the greatest benefit
  • Use data, trends, and customer feedback to develop playbooks, assets, and self-service resources (such as video how-to tutorials) to better support customer onboarding and customer success in meeting their goals and objectives
  • Create KPI metrics for evaluating client onboarding & retention success and report out weekly outcomes to leadership

Qualifications

  • Bachelor’s degree in a relevant field
  • 2+ years experience in an Onboarding, Customer Success, Support Specialist, or similar role
  • Professional oral and written communication and strong organizational skills
  • Confident and effective presentation skills, including demo experience pitching complex, multi-faceted topics over the video conference tools
  • Tech-savvy with using CRM tools
  • Ability to learn quickly, act independently, and multi-task in a remote environment
  • Experience in the Real Estate industry is a plus
  • US resident

Are you down with Clientown? Join us!

Interested?

Apply for this job today!

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Customer Journey Specialist

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