Job type full-time
Full job description
Guildquality, a division of evercommerce, is seeking an customer success manager (or as we call it internally a member success manager) to join our member (customer) support and success groupGuildquality is part of the customer engagement solutions division of evercommerce, along with customer lobby, pulsem, and listen360.
You are customer service oriented through-and-through, driven by your love of helping your customers and your team succeedYou move fast while also being detail and solution-oriented, and never lose sight of delivering a unique and remarkable experience to our clients (who we call members).
The member success manager will be responsible for caring for and supporting our members (specifically, the owners and their teams)Member relationships will be created and maintained via email communications, inbound/outbound telephone calls, and new member training sessionsPossibility for some travel.
Guildquality helps the best homebuilders, remodelers, and contractors in north america generate leads and deliver an exceptional customer experienceOur members represent the “best of the best” in the residential real estate and construction industry.
Open-office layout, located in midtown atlanta, georgia (right next to sweetwater brewery)While our teams are still working remotely, it`s preferred that this person is already local to the greater atlanta metro areaIf not, we are also open to someone being 100% remotePlease note that you must be eligible to work in the u.sFor any company without sponsorship to qualify for this position.
Desired skills and experience:
Commitment to providing “wow” service experiences, building on (and improving upon) our very high recommendation rate
Superb telephone etiquette
Eloquent prose skills
Proficiency with ms outlook, word and excel
Experience with salesforce is required
Web-savvy, comfortable with social media tools and all things web-related
Outstanding organizational skills, with strong follow-through on tasks
High energy, positive attitude
A serious interest in learning, and sharing those learnings with others for the betterment of the organization
Experience working with clients around annual renewal of their agreements is a plus
Proactive outreach to your portfolio of members by phone and email; impeccable prose is required
Lead web conference training sessions for members
Schedule and lead check-in meetings for existing members needing ongoing training
Identify opportunities to increase revenue with existing members
Suggest ways to improve our mx processes (and implement them!)
Collaborate with sales, our member communication team, production and other functions, ensuring cohesive communications to our members
Meet team goals & okrs
Benefits and perks:
Results only work environment (rowe)
Strong company-wide communication; everyone has a very clear understanding of how the business is performing.
Great health insurance, long-term disability insurance, and life insurance.
401k + 4% match
Company-wide events and happy hours.
Kind, team-oriented, and dog-friendly work environment.
We don`t track vacation/personal/sick daysInstead, we focus on results and trust you to fulfill your commitments.
Every person in the company moves our needleWe have no deadweight getting in the way, no negative attitudes bringing people down, and no bureaucracy adding friction to our progress.
Our division values:
Deliver value in every interaction
Don`t be afraid to make a mistake
Don`t just keep doing it: do it better
Do everything with integrity
Always be authentic and transparent
Have fun while working hard
Know the `why`
We are better together
Our division mission:
We strive to elevate the home services, contracting, and building industries by creating trust and fostering remarkable experiences between homeowners and quality professionals.
Evercommerce is an equal opportunity employer and we value diversity at our companyWe do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability statusWe look forward to reviewing your credentials and getting to know more about your experience!