Customer Experience Manager

Client Experience Manager Role

We are building a team of hardworking and motivated people who want to ensure that every step of a client's journey is seamless, supported and that the value of Esusu's mission is fully realized.

The challenge

We're looking for experienced Client Experience Managers to help take us to the next level of client experience.

What you will help us deliver

• Partner with Enterprise Account Executives / Account Managers to build growth strategies for your book of business and work with them to secure successful renewals and expansions
• Develop and track client KPIs to articulate Esusu's ROI to clients and use this data to drive expansions / client growth opportunities
• Develop customized success plans and partner with our internal onboarding team to accelerate adoption and provide client's with a path to achieve their goals.
• Develop relationships with property managers and understand their business needs and how Esusu provides value in driving key outcomes
• Leverage Esusu product expertise along with client use case knowledge to proactively identify growth opportunities and establish a client feedback loop
• Monitor account health through business reviews and account planning
• Provide ongoing education on Esusu and Financial Literacy topics to property managers and residents
• Actively contribute to team and cross-functional continuous improvement initiatives

Core competencies we are hiring for

• Communication - Collaborate with internal and external stakeholders (e.g., executive leadership, account managers, property managers, onboarding teams), manage competing priorities, and articulate a vision and plan in a structured and a professional manner
• Adaptable - Able to quickly understand business functions, people, processes, and technologies with analytical discipline, draw on experience and use empathy to develop a point of view for action
• Strategic Thinking - Able to translate high-level company strategic growth objectives into discrete and actionable strategic accounts plans, understand clients needs and develop a roadmap for success.

Above and beyond

• Experience in real estate, property management, fintech
• Minimum of 2 years in supporting real estate enterprise client relationships
• Minimum of 5 years experience in Client Experience, Customer Success or Account Management with a track record of retaining accounts.
• Comfort working independently and remotely.
• Ability to get things done efficiently without a need for a lot of instruction.

Benefits

• Competitive Salary - for Series B startup
• Restricted Stock Units (RSU)
• Full Medical, Dental, Vision Insurance
• Fitness/Gym Stipend
• Commuter Benefits
• 401K Plan
• Paid Parental Leave
• Remote Work Friendly - While you may need to come into the office on certain days, we trust you to manage your work and deliverables. As long as quality work is being done, you can choose the environment that works for you.
• Flexible PTO Policy
• Mission driven company with strong culture

This job is eligible only for the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Massachusetts, Maine, Maryland, Michigan, Missouri, Minnesota, Montana, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Vermont, Virginia, Washington, and West Virginia.