⚡ Rockstar Client Success Manager Needed For Our Canadian Digital Agency &Software (25+ Clients) - remote
Client Nurture System
Posted 2 years ago
Client Success Role:
About us: Client Nurture System helps established realtors maintain consistent contact with clients by placing their existing database of contacts into our 10+ year touchpoint texting system.
We are so successful at what we do, that we guarantee 1 listing or referral (Worth $15,000) provided the realtor has at least 80 past clients.
Since their clients never forget them, they never forget to refer their friends or ask questions about the market. This results in 6.5 new referrals/listings extra on average per year for them :) We use a combination of soft touchpoints (Birthdays, home anniversaries, holiday messaging) and real estate touchpoints like custom CMA’s, referral forms and more)
About Adam Estrela: Serial entrepreneur who has built multiple successful companies and spent 3 years as the director of accounts at the largest digital agency in Toronto. He founded Client Nurture System 3 years ago and has quickly grown it to one of the major players in the real estate technology space. We are on pace to reach 100 accounts by 2024.
The PROBLEM in full transparency (Why we need an account manager)
- With over 25 clients, Adam’s time is maxed out.
- Adam (Founder) is currently handling all client meetings alongside managing sales, our backend staff, and strategic partner relationships
- We promise our clients that their 10+ year touchpoint system will be setup in 6 months and due to capacity constraints, it’s taking 8-10 months which is costing us money and time
- In order to deliver on our promise, we need an account manager to handle meetings and stay on top of collecting data needed from clients (Think CRM lists, Birthday information, closing dates and more)
- Clients are unaware that an automation is texting them so it’s vital that each touchpoint text looks like the realtor wrote it just for them specifically. However, this takes time and 1 on 1 meetings
- In order for our clients to see the full benefits of our program, we sit them down and customize the touchpoints with them. This helps the text message feel like it is in their voice. Example: (Mr. client, here are 5 templates to write a birthday message, how would you write it specifically to your clients? What emoji’s? How do you text clients right now? any photos? etc.)
- Our clients are super friendly and looove to talk in meetings! This is great! But we also need to keep them on track to finish their project in time
- Due to capacity, we have occasionally dropped the ball on client launches (Forgot to include contacts, sent to the wrong people, fathers day message sent to mothers etc.)
- In addition, our processes aren’t perfect. There is room for improvement in how we manage our client projects (Email sent to clients before meetings summarising what is to be accomplished, organising our meetings better, and letting the clients know which stage we are at in their project)
- There is also room for improvement on how we manage our backend staff in order to hit deadlines (If there is a meeting on Tuesday, were all the items required for the meeting completed by Josh? (One of our backend rockstars) Were they completed properly?
- Occasionally clients need to reschedule meetings due to a conflict. We have backend processes that automatically remind our clients via text when a meeting is upcoming which solves 80% of attendance issues, but this does occur.
- We use a visual system for meetings shown here https://ibb.co/L10Vzd4 (whimsical.com) This shows the clients which stage in their project they are currently at. This also helps guide us on which items we are covering that day. Due to capacity, we are sometimes reviewing what is to be covered in the meeting as close as 1 hour before the meeting. This is a problem because if there are items that were missed by the backend staff, it results in a less effective meeting and more meetings than necessary. We should prepare each client’s Whimsical ideally 2 days before.
- Adam is not a trained account manager. There are holes in our processes which can be improved and he would be looking for suggestions on how to improve. You would be given free reign in your role!
- We are a small team. You will be given absolute freedom on how you like to structure your day (mid day exercise and breaks are important!) but you must understand this will not be a “phone it in” position. We move fast and you will be the most crucial member of our team! Adam will also be working in direct contact with you.
Problems and frustrations with last AM
- Our previous account manager promised they would take care of all our issues, but in practice, she was unorganized, didn’t update clients accordingly, dropped the ball on when launches were to be scheduled and some other issues described below.
- Internally, she simply followed our current process and didn’t provide suggestions for improvement
- She had a tough time dealing with clients taking her off track in meetings (Drags meetings on)
- She was dropping the ball on missing client launches. Clients got upset. She needed to better organize and schedule launches.
- She wasn't great at staying on top of backend staff for deliverables needed (She would show up to meetings where clients expected that an item was complete when in reality, these items were not, at which point we had to backpedal and apologize)
- She required alot of direction from Adam on basic items like how to structure an email to clients. This is after months of direction and templates EG (Hey {Client} It was great meeting today! Here is what we accomplished ___ Before next meeting we need ___ items. Looking forward to seeing you at ___ date)
- Issues with the tech, even after giving her dedicated time to learn basic items
DO NOT APPLY IF
- You are not a friendly people person with a positive attitude. You may be doing upwards of 5 zoom calls a day with different clients.
- You are unorganized and not detail oriented. One small error in a client launch can cause hundreds of texts sent out to the wrong people.
- You aren’t looking to grow in your role and manage a team. As we continue to scale, I will hire you an assistant of your choice so you can focus exclusively on the client relationship and customizing the touchpoints with clients.
Our training Process
Adam doesn’t expect you to dive head first into meetings right away. In addition, he will make sure that you can build rapport and get to meet our clients before a portion are handed off to you.
Here is how we will ease you into our processes:
1st month
- Come to all client meetings that Adam runs
- Get introduced to clients
- Prep before and after the meetings in whimsical
- Coordinate with backend team
2nd month
- Handle old “legacy” clients and easy meetings with clearly defined deliverables
- Handle all inbound emails from clients
- Regular meetings with the backend team for deliverables
3rd month
- Handle most meetings with Adam handling the highest level clients
- Providing feedback to improve existing processes and take initiative
4th month
- Take on 90% of meetings while handling all deliverables
- Reporting to Adam with quick 15 min zoom check-ins
- Client Gifting
5th month ++
- Handle all assigned clients with Adam handling our highest level clients
- Biweekly reporting with Adam
Rough overview of the role:
Before Meeting (10 Minutes)
Team Deliverables
- Double check and ensure that the team prepared all items properly
Whimsical
During Meeting (1 Hour)
Post Meeting (15 Mins)
Client Variables
- Clients can take us off track. Keep them on track and either deal with inquiry immediately, or make a note to address later
- If the client asks something you are unsure about, let them know we will get back by next meeting or via email
- If they go off track about personal things, that's fine just let them know you have another meeting coming up
We use our software platform Sales Tool pro for the majority of our backend work.
I don’t expect you to know how to technically manage this software (we have a team for the actual launches)
But I do expect you have a high emotional intelligence and a general idea of what our realtor clients would see as a natural text message E.G (For a birthday text, it shouldn’t be “Happy birthday {{Contact.name}} but rather “Mr. client, here are some templates that work, how would you write the message? Should we add an emoji here? That feels a bit robotic, why don’t we write it this way? etc.)
Technical Software used:
- Sales Tool Pro
- Clickup
- Whimsical
- Google Sheets/Excel
* You will be trained on the specifics of each platform and how we use them. However, you must be extremely comfortable with technology.
Role Requirements Summary:
- Friendly upbeat attitude! 🤗
- Client meeting &project management
- (Pre-Meeting) Ensure that all meeting items are prepared in Whimsical software 📝
- (During-Meeting) Customize all touchpoints and review deliverables with client
- (Post-meeting) Assign tasks to the team 🖥️
- Solve and respond to email inquiries
- Noticing inefficiencies in current processes and suggesting improvements
⚡ Expectations &Pay⚡ ** Important** 4 Hours/Day ($4,000/Mo USD - $1,000/Week - $200/4 Hours - 80 Hours/month $50/Hour) + Uncapped Account Management Bonuses
You will always know your upcoming week’s schedule in advance. This allows you to properly budget your time for the upcoming week.
Time is split 3 ways: 1. Prepping meetings 2. Doing meetings 3. Communicating deliverables to backend staff
At 4 hours a day, this is a flex hours work from home position. Additional hours based on performance and bonuses based on # of accounts managed
Since you are expected to work 4 hours a day, you may have a side project or another flexible work schedule, but we would love to grow you into full time :)
You will be receiving a % portion of your clients total account spend in addition to your regular pay at different percentages depending on your part time / full time roles and responsibilities.
Please do NOT apply if you are not comfortable in a fast growth environment!
Looking forward to a Zoom meeting and meeting you!! 🙌
Data source
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