Job Summary:

• Develop and manage relationships with existing accounts  
• Sales process management and opportunity closure 
• Handling inbound and outbound queries via phone, live chat and email
• Listening to customers to understand their needs
• Onboard new accounts, develop new longstanding relationships 
• Work with the internal team to develop solutions and proposals driven by customer requirements 
• Main point of contact for assigned accounts 
• Training, implementation, retention and growth  
• Act as the escalation point of contact and customer advocate 
• Arranging and conducting initial Executive and C-level scoping sessions either via phone or video conference call 
• Ongoing retention work to ensure customer satisfaction and scope opportunities for upselling 
• Assist with all marketing-related events, seminars, mailings, and call campaigns to support sales lifecycle to support solution-driven customer engagements 

Skills on Resume: 

• Account Management Skills (Soft Skills)
• Sales Process Management (Hard Skills)
• Communication Skills (Soft Skills)
• Active Listening (Soft Skills)
• Client Onboarding (Hard Skills)
• Solution Development (Hard Skills)
• Customer Advocacy (Soft Skills)
• Event Coordination (Hard Skills)

Job Summary:

• Perform daily loan volume reviews in the system
• Call on clients to drive loan submission targets
• Own professional relationships with clients and represent needs to the rest of the business, shepherd clients to other wells resources including WeHelp
• Execute sales plan to meet and exceed sales targets and growth metrics
• Maintain an understanding of the high points of the fintech industry and the broker channel including major wholesale lenders, common technology platforms, and a general understanding of the lifecycle of a mortgage loan
• Present software demonstrations and service descriptions for loan processors, mortgage brokers, and loan originators
• Support lead generation through posted promotions to social media channels
• Interact with online following and capture commenters as leads
• Update customer contact and relationship data in a simple CRM
• Participate in sales strategy workshops and feedback sessions
• Provide prompt, warm, and memorable service

Skills on Resume: 

• Loan Volume Review (Hard Skills)
• Client Relationship Management (Soft Skills)
• Sales Execution (Hard Skills)
• Fintech Industry Knowledge (Hard Skills)
• Software Demonstration Skills (Hard Skills)
• Lead Generation (Hard Skills)
• CRM Data Management (Hard Skills)
• Customer Service Excellence (Soft Skills)

Job Summary:

• Establish  delightful  working relationships with clients
• Provide Tier-1 technical support and guidance to resolve issues
• Collaborate with customers by email to make every user successful.
• Troubleshooting, making recommendations or explaining products and services that are best suited to the customer's needs.
• Successfully resolved complex customer e-mails through the use of multiple customer support tools and expert personal product knowledge.
• Ensure the highest level of customer satisfaction by providing quality issue resolution within the established response times and adapting to the needs of queue & service levels.
• Address and escalate technical concerns, recreate site and tool issues
• Collaborate cross-functionally to identify, specify, develop, and deploy operational changes to improve the customer experience.
• Identify and evaluate opportunities to increase customer retention and satisfaction through the use of products and services.
• Help identify and develop opportunities to expand self-help in the application.
• Work on projects to enhance team operations and improve productivity.

Skills on Resume: 

• Relationship Building (Soft Skills)
• Technical Support Expertise (Hard Skills)
• Effective Email Communication (Soft Skills)
• Troubleshooting Skills (Hard Skills)
• Customer Satisfaction Focus (Soft Skills)
• Technical Issue Escalation (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Customer Retention Strategy (Hard Skills)

Job Summary:

• Utilize value-based selling skills to uncover client's existing service issues and needs, explain value proposition, and provide alternative solutions to meet the client’s needs.
• Drive market share gains and meet company expectations for growth by completing a large volume of outbound phone calls each day.
• Ensures territory of customers renew on an annual basis with annual fee increases.
• Manage territory and close opportunities utilizing inbound and outbound calls to meet/exceed quota for the 1WS portfolio of products.
• Qualifies opportunities from campaign and program lists and drives them through the sales cycle.
• Ensures appropriate identification, planning, account qualification, and needs analysis are performed at all levels, and demonstrates familiarity with the sales cycle.
• Responds to requests from customers for information and delivery of online presentations.
• Conducts effective transfer of enterprise account leads to field sales team.
• Effectively uses the CRM tool to enter all sales information into this system
• Keeps current on competition, competitive issues and products.
• Keeps management informed of all activity, including timely preparation of reports
• Follow and participate in security practices

Skills on Resume: 

• Value-Based Selling Skills (Hard Skills)
• Outbound Sales Proficiency (Hard Skills)
• Customer Renewal Management (Soft Skills)
• Territory Management (Hard Skills)
• Sales Cycle Familiarity (Hard Skills)
• Customer Presentation Skills (Soft Skills)
• CRM Utilization (Hard Skills)
• Competitive Analysis (Hard Skills)

Job Summary:

• Track, organize, and document all interactions with current consumers and potential new leads ensuring all departments are fully aware and all on track with one another
• Consistently have contact between current customers and potential new leads in order to meet the membership requirements of the firm
• Research and problem-solve client issues by networking with other Customer Success Representatives who have seen success within the realm of the issue
• Attend additional training sessions and seminars provided by the firm to achieve a higher level of success
• Build valuable relationships with clients to ensure the satisfaction of the client's brand line
• Answer phone calls and email inquiries from clients and viewers
• Respond to all concerns in a timely manner
• Track incidents in Zendesk per company standards
• Resolve hardware and software problems
• Coordinate referrals to appropriate technical resources and personnel
• Onboard new customers setting up BoxCast for the first time

Skills on Resume: 

• Interaction Tracking (Hard Skills)
• Customer Engagement (Soft Skills)
• Problem-Solving (Hard Skills)
• Continuous Learning (Soft Skills)
• Relationship Building (Soft Skills)
• Communication (Soft Skills)
• Incident Tracking (Hard Skills)
• Technical Support (Hard Skills)

Job Summary:

• Check on the customer's current needs
• Inform customers about new product releases and features
• Identify where these products would benefit the customers
• Produce quotes for customers who would like to take advantage of any new products/features
• Perform customer retention by persuading them to sign a new multiple-year renewal agreement before term is up
• Persuade customers in “Auto Renewal” and “M2M” agreements to sign new multiple-year renewal agreement
• Get creative with base programs and incentives
• Spearhead monthly correspondence newsletters to base
• Ask customers for referrals
• Communicate with new customers every day such as prospecting, enrolling and training new users

Skills on Resume: 

• Needs Assessment (Hard Skills)
• Product Knowledge (Hard Skills)
• Solution Identification (Hard Skills)
• Quote Generation (Hard Skills)
• Customer Retention (Soft Skills)
• Persuasion Skills (Soft Skills)
• Creative Incentive Development (Soft Skills)
• Customer Communication (Soft Skills)

Job Summary:

• Managing regular touch points with every customer in the portfolio to gather customer usage and satisfaction information
• Creating customer interaction project plans working back from renewal dates
• Supporting the account team in preparing customer periodic business reviews
• Keeping track of customer organizational changes
• Identifying at-risk customers, escalating and coordinating efforts to eliminate risks
• Act as an escalation point to drive resolution in a timely, proactive manner
• Monitor customer health by tracking product usage and customer satisfaction
• Communicate regularly with account teams, as well as with other functions such as support, services and product management to provide feedback and insights
• Support Salesforce and Financial Force administrative updates
• Provide demo of Agilis platform to new customers, onboard new users, help and train them in using the platform,
• Build and maintain customer profiles, add new users, manage sales leads into CRM,

Skills on Resume: 

• Customer Engagement (Soft Skills)
• Project Planning (Hard Skills)
• Business Review Support (Hard Skills)
• Organizational Change Tracking (Hard Skills)
• Risk Identification (Hard Skills)
• Escalation Management (Soft Skills)
• Customer Health Monitoring (Hard Skills)
• CRM Management (Hard Skills)

Job Summary:

• Take ownership of customer's issues and follow problems through to resolution
• Resolve customer issues via phone, email, and account management team
• Ensure the timely and successful delivery of solutions according to customer needs and concerns
• Communicate customer issues with partner haulers
• Schedule temporary service with partner haulers for customers
• Update the internal database for approved customer changes
• Monitor customer services and proactively make changes
• Understand customer's business including decision-making process, and ordering habits and help them follow through order fulfillment steps online,
• Implement and track various digital marketing initiatives to drive customer acquisition and retention
• Work closely with the Sales, Construction and Service Delivery Teams to ensure the smooth resolution of any on-site installation issues and rebook appointments

Skills on Resume: 

• Issue Ownership (Soft Skills)
• Problem Resolution (Soft Skills)
• Solution Delivery (Hard Skills)
• Communication with Partners (Soft Skills)
• Service Scheduling (Hard Skills)
• Database Management (Hard Skills)
• Customer Business Understanding (Soft Skills)
• Digital Marketing Implementation (Hard Skills)

Job Summary:

• Ensuring customer contact is dealt with in line with the Customer Success Team KPI’s, such as answering telephone calls and emails within expected time constraints
• Ensuring ownership of customer engagement, communication and complaints, from the first point of contact until the resolution
• Embodying the vision of JFL, as well as being an effective customer advocate within the company
• Engaging in customer dialogue and actions that will inform and drive JFL’s best practices, and continue to meet evolving customer needs
• Using omnichannel communication to deal with customers and finding the best ways to meet and exceed expectations across these platforms
• Delivering a first-class customer experience using lean methodology without compromising on responsiveness and efficiency
• Proactive management of customers’ experience post installation, to ensure that customer delight is nurtured and further cultivated
• Work in close collaboration with the Marketing Team, in order to support activities by
• Identifying potential advocates and referenceable customers
• Providing customer feedback on products, marketing materials and overall experience
• Identifying candidates for case studies, testimonials and speaking opportunities

Skills on Resume: 

• KPI Adherence (Hard Skills)
• Customer Engagement Ownership (Soft Skills)
• Customer Advocacy (Soft Skills)
• Customer Dialogue Facilitation (Soft Skills)
• Omni-Channel Communication (Hard Skills)
• Lean Methodology Application (Hard Skills)
• Post-Installation Management (Soft Skills)
• Collaborative Marketing Support (Soft Skills)

Job Summary:

• Act as the liaison between sales, support, finance, and the client via articulate phone and email communication
• Be an advocate for the client while working to achieve company revenue goals
• Negotiate favorable pricing and business terms with clients, by selling the value of innRoad products and partnership
• Clearly articulate the value of a partnership with innRoad and gain trust with key stakeholders and innRoad clients
• Understanding of customer's business and customer personas
• Enter accounts payable invoices into an accounting system
• Enter contact data in Salesforce and verify that it interfaces into the accounting system completely and accurately
• Upload billing data into an accounting system and generate monthly invoices for clients
• Manage billing inbox and hotline including responding to customer questions, contract changes, billing changes, payments, etc.
• Support Senior Accounting Manager with tracking past due payments from customers, service suspensions, and other miscellaneous projects

Skills on Resume: 

• Cross-Department Liaison (Soft Skills)
• Client Advocacy (Soft Skills)
• Negotiation Skills (Hard Skills)
• Value Articulation (Soft Skills)
• Business Understanding (Hard Skills)
• Accounts Payable Management (Hard Skills)
• CRM Data Entry (Hard Skills)
• Billing Management (Hard Skills)

Job Summary:

• Work with Account Manager, WIN, and cross-functional teams to clearly define implementation goals, the scope of services, and WIN’s obligations to the Client.
• Spearheaded and maintained Client Implementation Project Plan.
• Identify and quantify WIN’s value proposition for clients.
• Conduct, attend and participate in all project and review meetings to coordinate schedules, timelines, and responsibilities.
• Meet with the project team regularly to review project status, deliverables, and deadlines.
• Provide timely reporting of issues that impact project status.
• Provide continuous feedback to the Account Manager, Web Integrated Network LLC on the activity status of WIN clients, including milestones, risks, and constraints.
• Ensure WIN implementation and cutover is a smooth process, and understand overall objectives, concerns, and requirements.
• Take the implementation project from the original concept to final implementation.
• Conduct training activities for Clients as it pertains to WIN systems and functionality.
• Develop and document work processes and supporting business rules.
• Prepare informal and formal status reports.

Skills on Resume: 

• Implementation Goal Definition (Hard Skills)
• Project Management (Hard Skills)
• Value Proposition Identification (Hard Skills)
• Meeting Coordination (Soft Skills)
• Status Monitoring (Hard Skills)
• Issue Reporting (Soft Skills)
• Client Training (Soft Skills)
• Process Documentation (Hard Skills)

Job Summary:

• Actively contribute to the creation and rollout of a strategic real estate training platform 
• Help to research best-of-breed technologies and approaches to product training
• Become a product expert and address customer inquiries for product and technical support
• Manage client onboarding processes, including both on-site and remote product consultation
• Drive product adoption and maximize customer retention
• Support the development of educational content and customer support practices delivered across the segment.
• Provide strategic recommendations and share best practices in product use to the customer base
• Manage a portfolio of accounts and become a trusted advisor to customers
• Cultivate customer relationships by identifying and engaging with key decision-makers
• Identify and develop new business opportunities for a wide range of products and services

Skills on Resume: 

• Training Platform Development (Hard Skills)
• Technology Research (Hard Skills)
• Product Expertise (Hard Skills)
• Client Onboarding Management (Soft Skills)
• Product Adoption Facilitation (Soft Skills)
• Educational Content Development (Hard Skills)
• Strategic Recommendations (Soft Skills)
• Relationship Management (Soft Skills)

Job Summary:

• Drive sales and revenue by helping Advisors screen calls, and transferring customers to the appropriate agent for sales.
• Handling sensitive or confidential information with honesty and integrity.
• Taking on additional tasks or projects
• Track shipment volume
• Perform and review analysis with WIN Sales to gain additional business with WIN Clients.
• Provide a single point of contact for the Project.
• Support contract renewals by working closely with the product & sales team to identify cross-sell opportunities
• Solicit feedback regarding products & services, contribute to the development of a formal feedback and intake program, and work with internal stakeholders for product roadmap development and market intelligence
• Liaise with internal cross-functional teams to drive customer insights, identify client or product issues, and resolve queries
• Maintain a regular cadence of communication with customers and serve as the main point of contact for support escalations.
• Assist in exploration, rollout, and coordination of client user groups

Skills on Resume: 

• Sales Support (Soft Skills)
• Confidential Information Handling (Soft Skills)
• Project Management (Hard Skills)
• Shipment Tracking (Hard Skills)
• Business Analysis (Hard Skills)
• Contract Renewal Support (Soft Skills)
• Customer Feedback Collection (Soft Skills)
• Cross-Functional Liaison (Soft Skills)

Job Summary:

• Facilitate current broker partnerships through successful management of the active business in the pipeline
• Educate and train brokers on the use of TLS technology (broker portal)
• Complete administrative tasks relating to sales which including system data input, broker application reviews, broker email templates, etc.
• Understanding the loan process from submission to funding
• Assisting in loan lock pricing and lock troubleshooting requests
• Working cohesively with internal operations staff in all departments
• Creating a Culture of Customer Success with all clients as the “go-to” resource for pipeline management
• Conduct post-sale outbound call campaigns to assist customers with service setup
• Work closely with sales group to understand offerings and support new customers
• Feedback trends from campaigns to Service Desk Manager
• Identify and clearly document issues requiring escalation, for complex problem resolution and product life cycle management
• Meet/Exceed set outbound campaign targets

Skills on Resume: 

• Partnership Management (Soft Skills)
• Broker Education and Training (Soft Skills)
• Administrative Task Management (Hard Skills)
• Loan Process Understanding (Hard Skills)
• Pricing and Troubleshooting Assistance (Hard Skills)
• Cross-Department Collaboration (Soft Skills)
• Customer Success Advocacy (Soft Skills)
• Outbound Call Campaign Execution (Hard Skills)