Job description
The Key Accounts Success Advisor is a crucial member of the Success Team. This role is responsible for fostering strong relationships with key clients, ensuring they maximize the value of our platform, and driving customer satisfaction and retention. The ideal candidate is customer-focused, tech-savvy, and passionate about helping clients succeed in a dynamic and fast-paced environment.
ESSENTIAL RESPONSIBILITIES & DUTIES:
- Serve as the primary point of contact for assigned key accounts, providing proactive guidance and support.
- Develop a deep understanding of client business goals, workflows, and challenges to drive product adoption and success.
- Conduct regular check-ins, business reviews, and strategic planning sessions with key clients.
- Collaborate cross-functionally with Sales, Product, and Support teams to ensure seamless onboarding and ongoing engagement.
- Identify expansion opportunities within accounts, driving upsells and renewals in partnership with the Sales team.
- Monitor key customer health metrics, proactively addressing issues to prevent churn.
- Advocate for customers by gathering feedback and relaying insights to internal teams to improve the product experience.
- Provide training and best practice recommendations to enhance client usage of the platform.
- Assist in the development of client success resources, including help center articles, webinars, and training materials.
REQUIREMENTS:
- Strong understanding of real estate technology, property management, or real estate transactions is a plus.
- Excellent communication, problem-solving, and relationship-building skills.
- Ability to analyze customer data and trends to drive strategic recommendations.
- Experience managing multiple enterprise-level accounts with a consultative approach.
- Strong project management skills with attention to detail and follow-through.
- Comfortable using CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).
QUALIFICATIONS:
- EDUCATION: Bachelor’s degree in Business, Communications, Marketing, or a related field (or equivalent experience).
- EXPERIENCE: Proven track record of managing and growing key client relationships in a SaaS environment.
- Experience working in a customer-facing role within a technology or real estate industry is preferred.
