Onboarding Success Manager

Summary:

We're looking for an Onboarding Success Manager to serve as the client's first strategic partner post-sale. This is a pivotal role in the client journey-setting the tone, expectations, and foundation for long-term success with Ylopo. You'll provide clients with an understanding of the implementation process, ensure they launch their account in a timely manner, shepherd them through the onboarding period, and seamlessly transition them to scaled or dedicated support.

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 via 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

* Previous experience in support, training, and customer service

* Professional manner

* Consistent work habits and 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 a plus, but not necessary

Responsibilities:

* Manage a book of business of clients in setup and newly live

* Serve as the first point of contact post-purchase, setting clear expectations and building early trust with new clients

* Lead the initial onboarding meeting to review intake forms, introduce key milestones, and align on implementation timelines

* Project manage and oversee each client's Implementation process, coordinating with internal teams to ensure timely and successful setup

* Monitor and ensure completion of all required technical onboarding tasks, addressing blockers as needed

* Lead client through scheduled, structured onboarding calls, ensuring they are well-trained and have adopted the product

* Manage retention efforts for clients who have placed cancellations or are showing indicators of being at-risk

* Facilitate office hours and/or live support group sessions via Zoom for clients

* Partner with Ylopo Growth team to identify clients who are good candidates for revenue expansion conversations

* Work with escalated clients to resolve their concerns

* Facilitate large-scale account changes like DNC, Brokerage Change, CRM change, license transfers as needed

* 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:

* Retention rate during onboarding
* % of clients live in your book within 30 days

* NRR first 6 months for your book

Compensation and full benefits include starting pay from $55K to $70K plus bonus depending on experience Bonus: 25% of base salary OTE; medical, dental, and vision benefits; paid holidays, vacation, and sick days; a 401(k); paid monthly parking (if applicable); and an extremely nice, supportive group of people as your co-workers.