Junior Client Success Manager

Ylopo is looking for an ambitious, detail-oriented team member to join our Client Success Team as an Entry-Level Client Success Manager (internally known as a Ylopo Success Manager). This role is a great fit for recent grads who are ready to launch a meaningful career helping clients succeed, learning the ins and outs of digital marketing and SaaS along the way.

This role is ideal for someone who thrives in a fast-paced environment, excels at problem-solving, and is passionate about helping clients see continued success with our platform, without the structure of a dedicated book of business.

Team members well-suited to this role will have a track record of being detail-oriented, client-focused, and providing exceptional service, both internally and externally within an organization. They will have excellent communication skills, both through email/tickets and over the phone or Zoom video. Candidates do not have to have prior experience working at software or marketing companies, but should be willing to learn the intricacies of the Ylopo product and understand how to guide clients through setup to use the product effectively. Most importantly, we’re looking for candidates who are quick-thinking, detail-oriented, organized, patient, positive, and thoughtful.

Requirements: 

• Undergraduate degree preferred, preferably in business or communications
• Previous experience in a support or customer service role
• Professional manner
• Consistent work habits and a strong work ethic
• Strong organizational skills and attention to detail
• Ability to multitask and work independently toward deadlines
• Strong project coordination skills
• Strong written and verbal communication skills, ability to work well in a small group setting
• Positive demeanor, trustworthy character
• Ability to take the initiative and see projects and tasks through to completion
• Ability to understand and convey detailed information about our services and systems
• Understanding of real estate and the real estate profession is a plus, but not necessary

Responsibilities:

• Meet with clients 1:1 to provide support, training, product knowledge, account reviews, and more
• Manage retention efforts for clients who have placed cancellation or are showing indicators of being at-risk

• Deliver a warm and well-documented handoff to internal departments like marketing, client growth, or website development
• Act as an advocate for the client's needs 
• Speak confidently and professionally with clients
• Work with the utmost urgency to work through client issues
• Maintain accurate documentation of client interaction (e.g., logging activity in Salesforce and internal systems, timely and correctly)

KPIs:

• NRR
• Case total resolution time 
• Case response time
• NPS

Compensation:

• New hires:  $50-55K
• Bonus:  25% of base salary OTE