About The Position
At LightBox, we strive to not only equip confident, data-driven decisions across sectors, but to also enrich lives by bringing people, information, and technology together. As a company with a wide range of clients, we believe a diverse workforce is crucial to success. Our commitment to inclusion across race, gender, age, religion, identity, and experience is the foundation upon which we operate and connect with our customers and the communities in which we work. With our expertise, we are producing the best available data, workflow tools, technology, and analytics to support everyone making a real estate decision. There has never been a better time to make an impact and we invite you to join us on this journey. LightBox is a leading provider of data and workflow solutions across commercial real estate and location intelligence. Our solutions deliver the depth, speed and accuracy that enable insights to over 50,000 brokers, 1,000 banks and lenders, 1,000 law firms and 5,000 environmental consulting and engineering firms. Position Overview: The Customer Success Manager will be reporting to the Director, Customer Success to ensure our clients achieve the full potential of our lending products, Collateral360 and RIMS. This position will be responsible for building relationships with key stakeholders to foster collaboration, develop an understanding of client’s needs and challenges, identify solutions, and educate users to increase client retention, growth, and loyalty.
Requirements
- Bachelor’s degree in business, communication, or related discipline preferred; or
- 5+ years of experience in a customer facing role, such as onboarding, account management, or technical support.
- Experience using platforms such as Salesforce, ZenDesk, or Jira.
- Experience creating onboarding processes and customer success plan/playbook.
- Ability to quickly understand technical products and explain concepts to non-technical audiences.
- Ability to work effectively across multiple departments in a deadline-driven environment.
- Active team-player, initiative-taker, and multi-tasker who can quickly adjust priorities to ensure client satisfaction.
- Strong business professional communication and people skills.
- Strong problem-solving and analytical skills.
- Strong project management skills.
- Sitting for extended, continuous periods of time.
- Use of computer/monitor for extended periods of time.
Responsibilities
- Help customers implement and realize the full value of LightBox lending solutions, partnering with them to achieve their performance objectives within our solutions.
- Drive product usage and adoption by understanding the customer’s workflow and guiding them to features or data relevant to their use cases.
- Deliver continuous product training and insights to help customers discover new and efficient functionality.
- Engage proactively with customers through periodic check-ins and touchpoints to understand their changing business needs.
- Highlight risks and opportunities for Account Managers to drive positive renewal outcomes.
- Advocate within LightBox on behalf of our customers to shape investments within Collateral360 and RIMS.
- Identify unmet customer needs and pass leads for upsell opportunities to our Account Managers.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
