GuildQuality - Member Success Manager (Remote, US)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at https://careers.evercommerce.com/us/en

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 group. GuildQuality is part of the Customer Engagement Solutions division of EverCommerce, along with Customer Lobby, pulseM, and Listen360.

You:

You are customer service oriented through-and-through, driven by your love of helping your customers and your team succeed. You 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 sessions. Possibility for some travel.

Us:

GuildQuality helps the best homebuilders, remodelers, and contractors in North America generate leads and deliver an exceptional customer experience. Our members represent the “best of the best” in the residential real estate and construction industry.

Where:

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 area. If not, we are also open to someone being 100% remote. Please note that you must be eligible to work in the U.S. for 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

Responsibilities:

• 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:

• Flexibility to work where/how you want – in-office, remote, or hybrid

• Robust health and wellness benefits, including an annual wellness stipend

• 401k with up to a 4% match and immediate vesting

• Flexible and generous (FTO) time-off

• Employee Stock Purchase Program

Compensation: The on-target earnings compensation (base + commissions) for this position is $55,000 to $70,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.